Contact Center Referral Specialist II

Intermountain Health

2d • $20 - $30 • Onsite

About The Position

The Referral Specialist is the first connection between Intermountain and patients and is responsible to focus on establishing collaborative relationships with patients and fellow caregivers (employees) to deliver the highest level of customer/patient satisfaction. Referral Specialists are responsible for fostering relationships with patients, parents and guardians regarding the patient's care to include ensuring compliance with managed care, commercial insurance, and public insurance requirements, submitting and tracking referrals, and providing efficient patient flow and service excellence. The “level II” role demonstrates additional training and experience and supports the referral program with associated training, shadowing, support, escalations, and quality analysis. Schedule - Monday - Friday 8:30am - 5:00pm

Requirements

• Medical Terminology
• Computer Literacy
• Customer Service
• Electronic Medical Records (EMR)
• Data Entry
• Problem Solving
• Communication (Written/Oral)
• Detail Oriented
• Critical Thinking
• Analytical Thinking
• Interpersonal skills
• One year of experience using multiple business software applications and insurance web portals simultaneously
• Meets performance standards in quality, productivity, and knowledge
• Three years of experience in referral services, referral processing, authorization/referral claims administration or a directly related field and,
• Six months on Intermountain Health referral team and able to pass level II skills assessment.

Nice To Haves

• Associate or higher level degree

Responsibilities

• Effectively identifies and resolves patient, provider, and staff requests which may include; referral processing, scheduling/registration, business/billing/payor inquiries, and medical requests.
• Uses analytical skills and technical resources to anticipate and resolve patient requests, demonstrates critical thinking and problem solving during challenging patient interactions and situations with ability to recognize and follow appropriate procedures for medical and non-medical emergencies.
• Contributes to and supports enterprise productivity and quality measures/initiatives by participating, planning, communicating, and encouraging team and individual contributions toward Intermountain Health Key Performance Indicators.
• Verifies eligibility and benefits; obtains authorizations, and tracks referrals to ensure compliance with guidelines.
• Ensures the team abides by protocols when collecting referral data, provides direction to others who verify referrals/or authorizations, and oversees the submission of audit reports
• Provides analysis support in response to process/system issues, recommends ways to improve operating efficiency, and implements performance metrics.
• Coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments.
• Coordinates, obtains, and distributes education and patient resources
• Influences teams to execute in alignment with operational objectives
• Acts as a subject matter expert and resource to others.
• Provides guidance to others on researching and addressing escalated inquiries regarding referral issues; assign and provide guidance to team members to develop resolutions that should be proposed to cross-functional departments in a way that promotes a patient-centric and efficient process.

Benefits

• We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
• Intermountain Health’s PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree