Referral Coordinator Secaucus, NJ
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From our Dallas corporate headquarters to our clinics and onsite locations, Concentra colleagues remain focused on our driving purpose: Improving the health of America’s workforce, one patient at a time. Our commitment is that every patient is treated the Concentra Way: quality clinical care and a positive customer experience from welcoming, respectful and skillful colleagues. We do this by putting all customers first and by displaying:
- A healing focus
- A selfless heart
- A tireless resolve
Position Summary
The Referral Coordinator has primary responsibility to ensure colleagues understand and can apply the knowledge of departmental processes and serves as the first line resource for questions. This position works closely with physicians, employers and payers placing customer service as a top priority to achieve a positive impact on the cost and quality of care rendered to the injured employee, in accordance with Concentra policies, procedures and applicable regulations.
The Details
- Responds timely to Referral Management Coordinator process and procedure inquiries and acts as the first line of guidance on case level issues
- Creates and distributes the day’s plan of action to the team
- Communicates, monitors and boosts team morale by creating opportunities for team engagement
- Provides training and development of new hires along with one-on-one mentoring for all colleagues
- Reports colleague performance deficiencies to supervisor; providing appropriate supporting documentation
- Prepares response for all Specialist miscellaneous referral external inquiries
- Reviews Specialist Capture report for and ensures accuracy. Uses report to identify trends and reports opportunities to improve Specialist capture to leadership and CAS Team
- Obtains authorization for referrals and schedules appointments for priority or escalated referrals
- Provides coverage for other markets and centers upon request
- Records all appropriate information via OA/CR module of OccuSource per Concentra policy
- Provides all necessary information such as medical records, prescriptions, etc. to payer
- Provides special treatment and services for selected customers
- Handles calls according to the call guidelines of the department
- Communicates with all stakeholders, payers, employers and patients as appropriate Builds relationships with provider and payer communities
- Participates in quality assurance processes including but not limited to the audit program, case reviews and training sessions
- Other duties as assigned
Scope measures
- Directly responsible for team meeting performance requirements and their accurate completion of daily assignment
- Reports to Referrals Supervisor
Education/credentials
- Associate’s or Bachelor's degree preferred
- Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Outlook
- Proficiency with scheduling / insurance verification software
Job-related experience
- Minimum of 1 year experience as a Referral Coordinator with Concentra or equivalent
- Previous people management experience preferred
Job-related skills/competencies
- Excellent written and verbal communication skills with ability to communicate effectively with colleagues at all levels of the organization
- Must display proper business etiquette and be skilled in the arts of diplomacy and tact
- Excellent time management skills including the ability to multitask and prioritize in a fast paced environment
- Attention to detail
- Ability to give direction and build positive morale
- Exemplary decision making and problem solving skills
- Ability to build and maintain productive business relationships
Working conditions/physical demands
- Office environment
- This position requires access to confidential and sensitive information, requiring ongoing discretion and secure information management
This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.
Concentra is an Equal Opportunity Employer, including disability/veterans