Referral Coordinator

What You Will Do

• Serve as 1st escalation point for escalated calls and service recovery
• Responsible for scheduling from the Epic work queues not completed at time during the checkout process
• Primarily responsible for scheduling patient appointments in courteous manner
• Plans, organizes, prioritizes and maintains workflow in conjunction with targeted physicians, marketing and clinical initiatives, and UH organizational objectives
• Coordinating appointments to all UH specialists, programs and diagnostic testing in appropriate time frame with the correct provider, in the right location
• Verifies and inputs insurance, appointment, patient information in a timely manner
• Partner and directly communicate with clinical Navigators/identified support to facilitate 1st call resolution and appropriate patient navigation.
• Maintains up-to-date knowledge of computer systems, insurance/government regulations and Care Connection policies/procedures used within the department
• Provide Good Faith Estimates for a patient at time of scheduling
• Validates and captures primary, secondary and tertiary insurance coverage to ensure accurate billing
• Provides patient education about third party coverage and liabilities; communicate possible payment options. Collect, post, and balance co-pays, deductibles and other patient payments.
• Recruits and advises patients to access My UH Care Personal Health Record
• Scheduling appointments for post in-patients being discharged from a UH facility
• Scheduling appointments for patients discharged from UH Emergency Departments
• Reaching out to non-UH providers for scheduling follow up discharge appointments
• Real-time support of team needs and escalations associated with patient navigation and incoming referrals.
• Enforce use of approved tools and resources and adhering to standard operating procedures and protocols.
• Encourage critical thinking and solution driven mentalities.
• Serve as team advocate for system and process improvement; team engagement and retention
• Provide investigation and insight to process gaps and opportunities for streamlined workflows.
• Verify all transaction were completed accurately and inclusive of all relevant referral details.
• Participates in community marketing and business development functions of UH in order to increase referrals and enhance relationships
• Ensures department productivity standards are met/exceeded
• Manages calls to triage and provide customer with appropriate resolution, including: Coordinating appointments to all UH specialists, programs and diagnostic testing in appropriate time frame with the correct provider, in the right location

Additional Responsibilities

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

%3Cb%3EEducation%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3EHigh School Equivalent / GED (Required) and %3C/li%3E%3Cli%3EAssociate%27s Degree or progress towards degree (Preferred) %3C/li%3E%3C/ul%3E%3Cb%3EWork Experience%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3E5+ years Of professional health care experience or related health care position (Required) and %3C/li%3E%3Cli%3E Experience using Epic application (Preferred) %3C/li%3E%3C/ul%3E%3Cb%3EKnowledge, Skills, %26amp; Abilities%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3E Flexible, detail-oriented and organized, patient scheduling, good analytical and problem solving/critical thinking ability. (Required proficiency) %3C/li%3E%3Cli%3E Enthusiastic, positive and approachable individual. (Required proficiency) %3C/li%3E%3Cli%3E Must possess conflict management, emotional intelligence Ability to function independently and as a team player in a fast-paced environment. (Required proficiency) %3C/li%3E%3Cli%3E Must have strong written and verbal communication skills. Demonstrated ability to use PCs, Microsoft Office suite, and general office equipment (i.e. printers, copy machine, multi-line phone, FAX machine, etc.). (Required proficiency) %3C/li%3E%3Cli%3E Call Center telephone etiquette (Preferred proficiency) %3C/li%3E%3Cli%3E Patient and referring provider satisfaction (Preferred proficiency) %3C/li%3E%3Cli%3E Knowledge of healthcare operations (Preferred proficiency) %3C/li%3E%3Cli%3E Strong understanding of the AIDET/HEAT communication model and strong call center relationship building skills strongly (Preferred proficiency) %3C/li%3E%3C/ul%3E%3Cb%3ELicenses and Certifications%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3ECertified Healthcare Access Associate (CHAA) (Required) %3C/li%3E%3Cli%3E related medical certification, or take and pass (Required within 9 Months) %3C/li%3E%3C/ul%3E%3Cb%3EPhysical Demands%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3EStanding Occasionally %3C/li%3E%3Cli%3EWalking Occasionally %3C/li%3E%3Cli%3ESitting Constantly %3C/li%3E%3Cli%3ELifting Rarely up to 20 lbs %3C/li%3E%3Cli%3ECarrying Rarely up to 20 lbs %3C/li%3E%3Cli%3EPushing Rarely up to 20 lbs %3C/li%3E%3Cli%3EPulling Rarely up to 20 lbs %3C/li%3E%3Cli%3EClimbing Rarely up to 20 lbs %3C/li%3E%3Cli%3EBalancing Rarely %3C/li%3E%3Cli%3EStooping Rarely %3C/li%3E%3Cli%3EKneeling Rarely %3C/li%3E%3Cli%3ECrouching Rarely %3C/li%3E%3Cli%3ECrawling Rarely %3C/li%3E%3Cli%3EReaching Rarely %3C/li%3E%3Cli%3EHandling Occasionally %3C/li%3E%3Cli%3EGrasping Occasionally %3C/li%3E%3Cli%3EFeeling Rarely %3C/li%3E%3Cli%3ETalking Constantly %3C/li%3E%3Cli%3EHearing Constantly %3C/li%3E%3Cli%3ERepetitive Motions Frequently %3C/li%3E%3Cli%3EEye/Hand/Foot Coordination Frequently %3C/li%3E%3C/ul%3E%3Cb%3ETravel Requirements%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3E10% %3C/li%3E%3C/ul%3E

Job Details
Primary Location: United States-Ohio-Shaker_Heights
Work Locations: 3605 Warrensville Center Road, Shaker Heights, 44122
Job: Administrative Support
Organization: UHHS_Care_Connections
Schedule: Full-time
Employee Status: Regular
Shift: Days
Job Type: Standard
Job Level: Entry Level
Travel: No
Remote Work: Hybrid
Job Posting: Sep 16, 2026, 3:01:36 PM