The Physician Referral Specialist is responsible for responding to inbound calls and performing outbound calls as requested. Handles on-line appointment requests for referral to physician or requests for assistance in scheduling appointments. Same day appointments will be scheduled as appropriate and information provided, as needed, about hospital services. Staffs physician referral booth at hospital events and assisting walk-in patients with referrals in a timely manner. Communicates effectively with patients by phone, in person or email. Accurately documents and logs information in databases. The referral representative performs duties and responsibilities in a manner consistent with our mission and values. Maintains confidentiality by not discussing patient’s diagnosis or any medical information.
Principle Accountabilities:
1. Assists callers with referrals to physicians based on key factors requested by patients to include specialty, insurance, location, etc.
2. Follows protocols for physician selection.
3. Using Call Center database accurately records and documents patient information.
4. Utilizes good listening and verbal communication skills to make referrals and for scheduling same-day appointments.
5. Completes outbound calls as requested to support specific St. Luke’s programs and services
6. Balances varying and unpredictable situations, many interruptions, multiple calls and inquiries to provide excellent customer experience.
7. Demonstrates knowledge and understanding of general medical terminology.
8. Demonstrates HIPAA compliance and cultural competence
9. Assists with marketing of programs for St. Luke's Hospital and St. Luke’s Des Peres Hospital.
10. Participates in health fairs and other health promotion events for St. Luke's Hospital and St. Luke’s Des Peres Hospital.
11. Incorporates customer service excellence and core values into performance.
12. Contributes to the development and maintenance of a coordinated team.
13. Performs other work duties as assigned.
Employee is required to sit continuously and walk occasionally. Employee must lift/carry a light (1-20 lbs.) medium (21-50 lbs.) and heavy (50 lbs. +) load frequently. Employee may be required to lift over 100 lbs. with assistance. Employee is frequently required to bend, squat, crawl, kneel, climb, lift waist to overhead. Employee is occasionally required to reach forward and reach overhead. For repetitive action, employee is required to use both hands for simple grasping and pushing/pulling. Employee is occasionally exposed to electrical hazards and CRT terminal work.
(Occasionally: 1-33%, Frequently: 34-66%, Continuously: 67-100%)
The most significant of duties are included but this does not exclude occasional work assignments not mentioned or developmental duties.
High school diploma or GED required. Prefer some college and/or Certified Medical Assistant.
