Department: Referrals Department, Panama City Corporate Office

Reports To:                        Referrals Department Supervisor

Classification:                    Employee, Non-Exempt

Scope of Position: Processing all incoming calls received seeking services from all referral sources, not limited to the client themselves. Fulfills client needs, resolves issues and ensures client satisfaction. 

RESPONSIBILITY AND DUTIES

• Appointments, scheduling and registration.
• Identifies specific patient needs to determine appropriate appointment type, location and urgency.
• Obtains necessary demographic and insurance information and enters data into the EHR system.
• Verifies insurance coverage and other related data with third party carriers or Medicaid for scheduled appointments.
• Determines if patient requires language interpretation, facilitates scheduling of services.
• Communicates clear instructions and education related to scheduled services, location and time.
• Provide patients with all required information regarding appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, cancellation policy).
• Make reminder calls two days prior to appointments.  When appropriate, re-verify insurance eligibility, upload results to client chart.
• Maintain the appointment list documenting results of appointments to provide the results to Supervisor (No Show, Opened, Rescheduled or Cancelled).
• Several time during the day log-In to referral telephone line, listening to referral telephone messages and response to the calls on a timely manner in coordination with other coworkers.
• Check ALL E-mails for referral messages from clinics and respond in a timely manner.
• Update referral sources on status of referrals by mail, telephone or email when required.

OTHER DUTIES

• Assist Supervisor with weekly Referral count report by tallying the number of unworked referrals for each clinic location as needed.
• Send No Show letters and No Contact referral letters when appropriate.
• Maintain waiting lists as needed.
• Maintain provider availability schedule matrix for each clinic location.
• Utilize the EHR system’s tracking tool.
• Enter therapist’s active client therapy appointments when notified to avoid double booking of intake appointments.
• Attend all scheduled meetings with supervisor when necessary and assist in additional duties as needed.
• Participate in continuous FTS quality improvement activities and agency training as required.

Minimum Qualifications

• At least one year of clerical/office experience.  Previous medical office experience with a background of insurance knowledge and 3 years of experience preferred.  High school diploma or GED equivalent is acceptable as educational requirement.

Requirements

• Must maintain confidentiality in accordance with HIPAA regulations.
• Demonstrate sound work ethics.
• Demonstrate ability to communicate with clients and others in a friendly and professional manner.
• Must check FTS E-mail throughout the day and respond promptly.
• Must meet standards of Level I and Level II criminal background screening in accordance with FL Statutes (F.S.) 435.04 and (F.S) 408.809.

Knowledge, Skills and Abilities

• Ability to maintain high level of accuracy in preparing and entering information in the EHR system.
• Highly detail-oriented.
• Ability to be an effective team player in office setting.
• Excellent organizational skills.
• Excellent telephone and E-mail etiquette.
• Ability to use a computer with access to basic applications including but not limited to Word and Excel.
• Effective interpersonal and communication skills when talking on the phone.
• Ability to gather and interpret information.