Provide support, assistance, problem solving and information to parents and professionals from multiple disciplines. Gather clinical, medical, and demographic data. Document information on intake form in a timely manner. Following the defined process, assign the referral based upon the list designed for identification of service with each of the programs within the area. Consider the medical history obtained from parent or referring provider thru qualifying questions as related to the information on the service. Consult with providers as needed in order to appropriately direct the referral to a specific service. Answer, screen and direct phone calls regarding referrals as necessary.
Enter patient demographic, insurance, guarantor information, notify billing of new patient, schedules/coordinates initial appointment(s), assigns care team, and documents information in an Epic Telephone Encounter. When appropriate, generates medical record number. Forward initial intake form and medical records to service provider who then contacts families. May scan outside medical records and copies of insurance cards to HIM for import into EPIC.
Respond promptly to referral and intake inquiries (via email, paid search campaign, or phone calls) from providers and families. Initiate referral process in a manner to meet the needs of the patient as determined by specific protocol (i.e. by completing an initial intake form, and obtaining insurance information and pertinent external/internal medical records), department management and/or medical staff. May assign services based on obtained medical information. Initiates patient history form.
Maintain a collaborative relationship with the internal divisions/programs serving within the specific area (i.e. Pulmonary Medicine, Gastroenterology, Otolaryngology, and Pediatric Surgery, Otolaryngology, Gastroenterology, Human Genetics, Speech Pathology, Occupational Therapy, Social Work, and Nutrition Therapy) as well as, all divisions within the Medical Center and external providers.
·Data Collection and Reporting:
Enter information in database for statistical tracking. Track data on number of referrals, referral types, geographic region and monthly next available visit types to program for the purpose of monitoring supply and demand. Coordinate and maintain statistical data on number of referrals, calls, and disposition. Participate in performance improvement processes for the department such as streamlining referral entry process and improving tracking procedures as necessary. Provide ad hoc statistic reports based upon request of supervisor or other providers within the program, and supporting CCHMC departments (i.e. Marketing). Maintains timely and accurate data collection within the database/portal, specific to each disease focus/program area.
Assist in the coordination and development of special projects as determined appropriate and requested by management to develop and maintain efficiency of the department processes.
Provide solutions to issues/concerns display a CARES attitude, support internal/external providers, patients, and families with resources.
Effective verbal, interpersonal and telephone communication skills
Ability to relate to diverse age and demographic backgrounds.
·Attention to Detail
Demonstrates high clerical accuracy and attention to detail.
Computer literate and have working knowledge of software applications (word processing, spreadsheet, database).
Demonstrates diplomacy, tact and a professional demeanor to external and internal customers.
Demonstrates strong organizational, and prioritization abilities.
Ability to analyze information received and to make judgments and recommendations in regard to the lead service or primary discipline required for patient evaluation and management.
Possess knowledge and ability to ask qualifying questions when obtaining medical history. Ability to work autonomously
Ability to Multi-task through efficient and productive use of time, by prioritizing tasks to meet deadlines and recognizing time constraints