Thank you for your interest in careers at EBNHC!

　　Everywhere you turn, you can feel it. There's an immeasurable level of enthusiasm at East Boston Neighborhood Health Center (EBNHC), one of the largest community health centers in the country. From the nurses and physicians on the front line of patient care, to the managers who shape our policies, to the customer service representatives who keep our facilities running smoothly - everyone here has a role in making medicine better.

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　　To learn more about working at EBNHC and our benefits, check out our Careers Page at careers.ebnhc.org (http://http//careers.ebnhc.org/) .

　　Time Type:

　　Full time

　　Department:

　　Referrals

　　All Locations:

　　Revere

　　Description:

　　The Appointment & Referral Coordinator is expected to make all patients feel welcome, over the phone or in person, while capturing comprehensive and accurate information. The Coordinator is responsible for scheduling external and internal specialty care appointments and processing authorizations as assigned by the department manager in accordance with department and clinical guidelines and patient’s preference; document referral processing activities per department and EBNHC guidelines. Appointment and Referral Coordinators are expected to provide the department manager with timely feedback about referral trends, barriers to scheduling specialty appointments and engage in process improvement projects as needed.

　　Appointment and Referral Coordinator are expected to:

　　Maximize reimbursement to the health center from various managed care payors by scheduling specialty appointments appropriately, and communicating the outcome to the patients and/or the specialist’s office;

　　Establish and maintain professional collaborative relationships with internal and external customers

　　Educate/communicate with patients about their insurance so that they schedule specialty appointments within their insurance network and/or understand the financial consequences of seeing providers out of network;

　　Provide patients with the highest quality of customer service in accordance with EBNHC’s mission and vision;

　　Review and address Epic in-basket messages in a timely manner, taking action within 24-48 hours of receipt.

　　Essential Duties & Responsibilities

　　With great attention to detail, schedule all external specialty visits for your assigned Referral workqueue per department guidelines; cover other workqueues as needed. Exhaust all avenues to achieve the goal on securing the appointment within the requested timeframe. Follow up with primary care provider if unable to schedule as order specifies to explore alternatives.

　　Process 65 referrals or more a day for BMC work queues

　　Process 40 or more referrals a day for non BMC referrals

　　Review and address Epic in-basket messages in a timely manner, taking action within 24-48 hours of receipt

　　Actively answer all incoming calls with a goal of assisting the caller while there are on the phone

　　Use correct codes for sending referrals electronically to BMC

　　Ability to understand and interpret medical terminology in the orders for the purpose of making a relationship between the diagnosis and what accompanying documentation is required, such as recent lab results or other diagnostic test results.

　　Direct schedule for BMC where applicable

　　Work cooperatively and respectfully with other departments and staff at all levels of the organization.

　　Demonstrates self-direction, self-motivation, and independence. Exercises excellent judgment, in knowing when and how to involve your supervisor; utilize all available resources before seeking assistance.

　　Take initiative to perform a wide variety of activities contributing to the smooth functioning of the department.

　　Displays outstanding customer service skills when interacting with patients and other customers.

　　Ensures patient/family confidentiality.

　　EDUCATION:

　　High School diploma and related college degree and/or equivalent work experience.EXPERIENCE:

　　Experience in a health care setting – at least one year

　　Ability to understand and interpret various managed care insurance benefits and guidelines.

　　Knowledge of, and experience with medical terminology extremely helpful

　　Working knowledge of the health center’s computer systems for registration, billing, appointment scheduling, and managed care options, and the various managed care plan electronic/on-line authorization technology (NHP NET, NEHENLite, WebMD, Tufts, etc.)

　　SKILLS/ABILITIES:

　　Excellent customer service and interpersonal skills.

　　Fluency in English & Spanish is strongly needed for most positions

　　The ability to work independently in a fast paced environment.

　　Ability to communicate with internal and external customers.

　　Some medical terminology

　　Exceptional organizational skills

　　There’s a reason East Boston Neighborhood Health Center is ranked as one of the “Top Places to Work” by The Boston Globe. It is because we are committed to maintaining a truly supportive and welcoming environment — for both our employees and our patients — that reflects our mission and culture. A huge focus of which is to offer important benefits so you can be your best inside and outside of work.

　　Striving to be an employer of choice, we offer progressive benefits, a variety of schedules, and the satisfaction of working with a diverse workforce whose unity of purpose is a real force for achievement. Plus, our Education & Training Institute is an attractive resource for many of our employees who seek to broaden their skill base and advance their careers.

　　Medical & Dental Coverage

　　Life and Disability Insurance

　　Privileges at Boston Medical Center for Providers

　　401(K) Retirement Plan

　　Educational Assistance

　　Flexible Spending & Transportation Accounts

　　Paid Holidays, Vacations, Sick and Personal Time

　　A Generous Staff Development Benefit

　　Excellent Malpractice Coverage

　　A Designated Medical Staff Office for Physician Support

　　Free Parking

　　And Much More…