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Position is responsible for ensuring referrals are addressed in a timely manner in accordance with
departmental protocols. Assembles and reviews patient clinical background and referral needs, communicates
patient updates between providers and referring sources, and maintains ongoing tracking and documentation to
promote team awareness and patient safety. Records information accurately and timely in EPIC in accordance
with corporate policy and procedure. Ensures complete and accurate patient registration, including demographics and current insurance information, and communicates with referral sources to ensure all required information is complete. Handles requests from third-party referral sources and responds appropriately within skill level and documented departmental policies, seeking provider guidance when necessary.
Interacts with clinic, departmental and other health center personnel to resolve issues, to confirm
appointments, or to obtain further information. Observes all HIPAA rules & regulations and ensures that protected health information is secure.
Contacts insurance companies to verify benefits and determine prior authorization requirements and
communicates with referring offices to obtain required authorizations. Correctly enters insurance and
authorization information into the EPIC system and creates insurance claims as applicable.
Answers incoming calls in a courteous and professional manner and provides warm transfers to internal and external departments when appropriate. Performs outbound calls to patients to confirm scheduled appointments
and schedules patient appointments according to Neurosurgery protocols. Reviews referral details and
appointment expectations with patients, takes accurate and detailed messages for providers and office staff, and informs patients of appointment responsibilities such as arrival time, insurance cards, and preparation
instructions.
Maintains minimum monthly performance expectations, including average calls answered, average talk time,
referral productivity, and patient satisfaction scores.
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