[Hiring] Referral Coordinator @VIPcare

Role Description

The Referral Coordinator facilitates the timely and accurate coordination of patient referrals, supporting continuity of care and a positive patient experience. Depending on the assigned location and business needs, the incumbent may manage outbound referrals for multiple VIPcare primary care clinics within a designated geographic area or coordinate inbound referrals received by a specialty practice.

The position is responsible for:

• Coordinating appointments, communicating with patients and healthcare providers, verifying referral requirements, and ensuring necessary medical records and documentation are exchanged and maintained.
• Identifying and resolving barriers to scheduling and referral completion, collaborating with internal and external stakeholders to support timely access to care and deliver an exceptional patient experience.

Responsibilities

• Coordinate and process inbound and/or outbound patient referrals in accordance with established procedures, ensuring accuracy, timeliness, and appropriate follow-through.
• For outbound referrals, review provider orders, contact patients and specialty offices, and assist with scheduling appointments across assigned VIPcare clinics and geographic areas.
• For inbound referrals, receive and review referral requests from referring providers, obtain required information, and coordinate patient scheduling within the assigned specialty practice.
• Verify patient demographic and insurance information, confirm applicable referral and authorization requirements, and coordinate with insurance carriers or internal teams to resolve outstanding issues.
• Communicate with patients to explain referral instructions, coordinate appointment details, answer questions, and address scheduling barriers or concerns.
• Collaborate with referring and receiving healthcare providers to obtain and exchange necessary clinical documentation, medical records, and other information required to facilitate care.
• Follow up on outstanding referrals, scheduled appointments, and incomplete documentation to support timely referral completion and continuity of care.
• Coordinate the retrieval and distribution of consultation notes, test results, and other relevant medical records following completed specialty appointments, as applicable.
• Maintain accurate and timely documentation of referral activities, appointment status, patient communications, and related information within the electronic medical record (EMR) and applicable tracking systems.
• Monitor referral work queues, reports, and outstanding tasks to identify delays, discrepancies, or unresolved issues, taking appropriate action or escalating concerns as needed.
• Respond to incoming calls, patient inquiries, and requests from healthcare providers, delivering professional, responsive, and patient-centered service.
• Maintain effective working relationships with patients, clinic teams, specialty practices, and other stakeholders to support efficient referral coordination.
• Follow established documentation, privacy, and regulatory requirements, including HIPAA, when handling patient information and coordinating referrals.
• Identify recurring referral challenges and recommend opportunities to improve workflows, communication, and the patient experience.
• Perform additional duties as assigned.

Qualifications

• High school diploma or equivalent required.
• 3+ years of administrative, scheduling, customer service, or related experience.
• Working knowledge of the geographic area served, including familiarity with local healthcare providers, specialty practices, and available patient care resources, or the ability to quickly develop this knowledge.
• Experience in a healthcare environment is preferred, but not required.
• Prior experience in referral coordination, medical reception, medical assisting, patient scheduling, or other clinic-based administrative functions is preferred, but not required.
• Familiarity with medical terminology, healthcare operations, insurance verification, referral authorizations, and electronic medical records is preferred, but not required.
• Experience with eClinicalWorks (eCW) or a comparable electronic medical record system is preferred, but not required.
• Strong critical thinking and problem-solving skills, with the ability to independently identify referral barriers, evaluate available options, and determine appropriate next steps within established procedures.
• Excellent organizational and time-management skills, with the ability to prioritize multiple referrals, manage competing deadlines, and maintain accurate documentation.
• Strong written and verbal communication skills, with the ability to communicate effectively and compassionately with patients, healthcare providers, insurance carriers, and internal team members.
• Strong interpersonal and customer service skills, with a commitment to providing a positive patient experience and supporting continuity of care.
• Ability to work independently while collaborating effectively with clinic teams, specialty practices, and other internal and external stakeholders.
• Proficiency in Google Workspace (Drive, Docs, Sheets), including the ability to maintain spreadsheets, navigate operational reports, and track referral activity.
• Strong attention to detail, follow-through, and accountability for completing assigned tasks accurately and efficiently.
• Demonstrated ability to maintain confidentiality and handle protected health information in accordance with HIPAA and organizational policies.
• Appreciation of cultural diversity and sensitivity toward the patient populations served.

Physical Requirements

• Ability to remain in a stationary position, primarily sitting, for extended periods while performing computer-based and administrative work.
• Ability to regularly operate a computer, keyboard, mouse, telephone, and other standard office equipment.
• Ability to communicate and exchange information with patients, healthcare providers, and team members in person, by telephone, and through electronic communication platforms.
• Ability to review electronic medical records, referral documentation, and other detailed information for accuracy and completeness.
• Ability to occasionally stand, walk, bend, and reach while performing routine office or clinic activities.

Key Attributes/ Skills

• Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles.
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments.
• Can work within our Better Health environment by facing tasks and challenges with energy and passion.
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals.

Organization

VIPCARE