Referral Management Specialist

OverviewVirginia Mason Franciscan Health brings together two award winning health systems in Washington state CHI Franciscan and Virginia Mason. As one integrated health system with the most patient access points in western Washington our team includes 18,000 staff and nearly 5,000 employed physicians and affiliated providers. At Virginia Mason Franciscan Health you will find the safest and highest quality of care provided by our expert, compassionate medical care team at 11 hospitals and nearly 300 sites throughout the greater Puget Sound region.Virginia Mason Medical Center, was recognized among the Best Hospitals in Washington state by U.S. News & World Report. Located in Seattle, WA, Virginia Mason is an internationally recognized leader in the continuous improvement of health care. With an extensive list of awards and distinctions that includes our recognition as Top Hospital of the Decade by The Leapfrog Group, Virginia Mason offers you the opportunity to partner with exceptionally talented peers at every level. You will contribute to the strength of our Team Medicine approach to collaborative medicine and benefit from the changes enacted through our Virginia Mason Production System, a model that has transformed health care by providing patients with easier access to care, reducing errors, and continuously innovating patient safety and quality that has been adopted by other organizations here and abroad. Join us, and find out how many ways Virginia Mason offers you the chance to focus on what really matters - our patients.As a part of our organization, we currently offer the following additional benefits:

Education Loan Forgiveness for qualifying loans

Competitive starting wages (DOE) and training to grow within the company

Paid Time Off (PTO)

Health/Dental/Vision Insurance

Flexible health spending accounts (FSA)

Matching 401(k) and 457(b) Retirement Programs

Tuition Assistance for career growth and development

Care@Work premium account for additional support with children, pets, dependent adults, and household needs

Employee Assistance Program (EAP) for you and your family

Voluntary Protection: Group Accident, Critical Illness, and Identify Theft

Adoption Assistance

Wellness Program

ResponsibilitiesThis position is responsible for coordinating the referral management process in order to support the continuity of patient care from primary to tertiary needs. This position represents VMMC during initial phone contact by providing patients with appointments, information and other operational support. This position also provides a high level of customer service in a manner consistent with VMMC’s mission, goals and service standards.

Answers incoming requests (phone calls, faxes and online requests) from patients or referring provider’s offices based on their needs. Schedules and facilitates patient appointments by assessing caller's specific needs through probing questions while maintaining patient confidentiality and simultaneously providing each caller with extraordinary and efficient customer service when accessing health care services at Virginia Mason Medical Center.

Communicates efficiently and effectively with the external and internal clinical care team written or verbally, on behalf of the patient.

Facilitates the referral process for patients needing a multidisciplinary approach in which a patient is needing to coordinate referrals and visits with multiple specialties during a short stay when traveling from out of state.

Performs one or more of the following:a) Records notes in EHR, and confirmation of services.b) Makes patient appointments for primary, specialty, and ancillary services. Appropriately identifies and handles any urgent/emergent situations.c) Notifies patients and referring provider of appointments and/or appointments status.d) Requests copy notes, labs, release of x-rays and other information to be received in a timely manner and prior to scheduled appointment in order to assist the patient with his/her appointment.e) Discusses and clarifies insurance coverage and problems with referrals with patients. Sends information to specialists.f) Processes referrals received through phone, online form, and fax via a centralized server.

Readily communicate and builds relationships with various stakeholders inside and outside of the organization.

We deliver inspired people to do meaningful work.QualificationsThis position requires:

A high school diploma or GED, and 6 months of healthcare, office or customer service experience.

Proven excellent customer service, communication, verbal and written skills with an emphasis on organization and attention to detail; ability to problem solve and multi-task; keep confidences;

Knowledge of scheduling parameters, insurance concepts and patient registration software;

Ability to meet and exceed service components of this position.

Proven computer skills (accessing and navigation of websites with the ability to copy and paste information and basic keyboarding), demonstrated basic telephone skills (transfer, conference, placing a patient on hold);

Excel in a team based environment with a positive attitude; comfortable with ambiguity and the ability to be flexible.

Familiarity with medical terminology and proficient in Microsoft Office products.

We are an equal opportunity/affirmative action employer.Pay Range$20.62 - $28.36 /hourWe are an equal opportunity/affirmative action employer.