Referral Coordinator Lead

Founded in 1970, East Valley Community Health Center is a Federally Qualified Health Center (FQHC) who's services include providing personalized, affordable, high-quality medical, dental, vision and behavioral health care through a community-based network within the East San Gabriel Valley and Pomona Communities. Our staff practices patient-centered care by serving each patient with a personalized care plan that meets their individual needs. Our patients have access to support services that include, nutrition, health education, case management, pharmacy, lab, and x-ray at our health center locations. East Valley serves the health care needs of uninsured and underserved individuals and families throughout our 8 health center locations.

Our mission is to provide access to excellent health care while engaging and empowering our patients, employees, and partners to improve their well-being and the health of our communities.

Position Purpose:

Oversee the duties and responsibilities of Referral Coordinators, as well as perform the hands-on duties as out-lined below.

The Referral Coordinator Lead will ensure that patients needing specialty services can access them in a timely and efficient manner. The lead will have ongoing interactions with the team members to discuss roles, responsibilities, communication, and patient hand-off, working together to provide and enhance the care provided to patients.

Major Position Responsibilities and Functions

• The lead will oversee the duties and responsibilities of all Coordinators.
• The lead will review and revise as needed current workflows to ensure maximum effectiveness of the referrals process.
• Lead will ensure all referral coordinators have processed their referrals daily and in a timely manner.
• Lead will ensure all referral coordinators have completed their i2i follow ups daily.
• Lead will ensure all referral coordinators are answering all calls and patients are being contacted for messages/voicemails being left.
• Lead will ensure all completed referrals are appropriately closed in NextGen and i2i.
• Lead will ensure that all approved authorization are mailed out to patients.
• Lead will attend all meetings related to the coordination of referrals, as well as all necessary meetings that presentation is needed for the referrals department.
• Lead will train all new hires.
• Lead will provide necessary trainings to referral coordinators.
• Lead will communicate all new information to referral coordinators.
• Lead will work and have constant communication with all clinic care teams as needed.
• Lead will participate in interviews, evaluations, and corrective actions of the referral’s department/coordinators.
• Lead will have daily/weekly/monthly huddles with the referrals team in person and/or through zoom.
• Lead will have 1:1 meetings with all referral coordinators.
• Lead will meet with the Director of Clinics weekly/biweekly/monthly. Lead will also communicate with the Director of Clinics as needed.
• Lead will handle any patient complaints regarding referrals and/or referral coordinators. This may be over the phone, or in-person complaints.
• Process referrals.
• i2i Follow ups
• View IPA portal for submitted referrals.
• Mail out approved authorization letters.
• Communicate with all specialist offices as needed.
• Answer calls. Returns patients calls as needed.
• Communicate with providers and patients.
• Maintain electronic logs of all referrals.
• Enter pertinent medical information into the order management section in NextGen.
• Enter referral authorization requests into both the IPA and County electronic systems.
• Obtain consultation reports.
• Work with health care team in assuring prompt processing of referrals.
• Respond promptly and appropriately to patient requests
• Treat patients, visitors, and staff. with dignity, kindness, and compassion,
• Scan all referral requests, authorizations and consult notes into the patient’s electronic medical record.
• Other responsibilities as assigned.

Position Requirements and Qualifications

• Knowledge of referral procedures preferred
• Knowledge of and experience with NextGen and EHR preferred
• Two years of experience in a clinic setting preferred
• Bilingual English/Spanish preferred.
• Excellent interpersonal skills to care for patients on a continual basis
• Excellent Communication skills both verbal and written
• Proficient in Microsoft Word, Excel, and Data Entry
• Able to work with minimal supervision
• Able to work in a fast-paced environment

Working Conditions/Physical/Mental Abilities and Processes :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Work requires periods of standing, sitting, lifting, turning, twisting, walking, pushing, pulling, reaching, speaking, hearing, seeing and ability to articulate clearly, use of hands to finger, reaching with hands and arms.
• Ability to stand, sit, stoop, kneel, and bend in order to speak to patients.
• Ability to write notes, treatment plan comments, track records and reports.
• Ability to work productively in a small office space used by multiple employees.
• Ability to respond appropriately to staff and patients regarding their medical needs; must communicate patient complaints to providers and issue final instruction and patient education as directed by the medical provider.

*Disclaimer: This position description indicates in general terms the type and level of work performed and responsibilities held by the employee(s) occupying this position. Duties described are not to be interpreted as an exhaustive list of all responsibilities. Employee(s) will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.