This position provides external referral triaging, care coordination, and closed-looped communication with referring providers related to care requested to occur at Gillette. Performs referral review duties under the direction and guidance of Capacity Planning leadership. Reviews all referrals for administrative, clinical completeness and appropriateness. Collaborates with case managers, referral coordinators, clinic nurses, and referring and internal providers to ensure all patients are booked at the right time, with the right provider, within the appropriate specialty setting.
- Complete Patient Intake Process: Utilizes information provided via phone, fax or online submission form to create patient’s profile within EMR. Transcribes clinical information provided to inform internal providers of patient status.
- Appointment Scheduling: Active outreach to referred patients to match patient need with services offered through Gillette. This includes scheduling across all medical and integrative care services, recognizing appropriate timeframe for services and considering the patient’s unique needs.
- Pre-Clinic Planning: Provides portal messaging and other details pertinent to upcoming visit(s) including: NPO guidelines, sleep instructions, coordinated service needs, etc.
- Quality Improvement: Provides feedback regarding access barriers and patient feedback with a goal of improving the patients’ experience. Informs Capacity Planning leadership and Provider Relations Liaisons of opportunities to streamline referral process. Outcomes of these actions are tied to an increased number of unique patients served.
- Relationship-Building: Provides closed-loop communication with referring providers regarding referral status. Collaboratively communicates with internal providers for accurate triage as applicable.
This is a remote opportunity; however, the selected candidate must reside in Minnesota or Wisconsin and have the ability to work onsite in St. Paul, MN as needed.
Compensation & Benefits
The hourly wage for this opportunity is $21.83/hour to $32.72/hour, with a median wage of $27.27/hour. Pay is dependent on several factors including relevant work experience, education, certification & licensure, and internal equity. Hourly pay is just one part of the compensation package for employees. Gillette supports career progression and offers a competitive benefits package that includes a retirement savings match, tuition and certification reimbursement, paid time off, and health and wellness benefits for .5 FTE and above.
Job Responsibilities
- Utilizes information provided via phone, fax, or online submission form to create patient’s profile within EMR
- Transcribes clinical information provided to inform internal providers of patient status
- Utilizes effective communication methods with patient, caregivers and healthcare teams across specialties within, and external to, Gillette to ensure patients are placed at the correct time, with the correct provider, and has any necessary ancillary services
- Obtains and updates patient demographic, financial, and medical information with a high level of accuracy. Is accountable to provide quality, complete, and timely scheduling & registration of patients
- Effectively communicates in both verbal and written documentation
- Proactively contacts patients and families for appointment scheduling and pre-clinic planning
- Schedules across all medical and integrative care services, recognizing the appropriate timeframe for services based on the patient’s unique needs
- Coordinates appointment appropriateness and ‘urgency’ in collaboration with internal providers and/or clinic nurses
- Verbally collects record information to be sourced by HIM team for the purposes of informing internal teams of pertinent medical history
- Consults with providers, nurses, provider relations liaisons, and leadership to resolve complex patient situations
- Actively enrolls new patients to our patient portal and appointment reminder systems so they’re able to access care information through multiple modalities
- Provides pertinent details for scheduled visits including: NPO guidelines, sleep instructions, required imaging, and other expectations
- Protects patient confidentiality in alignment with HIPAA expectations
Qualifications
Required
- High School Diploma/ GED
- 1 year of experience in customer service, administrative, or healthcare settings.
- Full time hours (1.0 FTE)
Preferred
- Experience working with medical referrals
- 2 years of experience in a healthcare setting
Knowledge, Skills and Abilities
- Knowledge & understanding of basic medical terminology
- Strong computer aptitude including knowledge of Microsoft Office (Word, Excel, Outlook)
- Demonstrated strength in communication, customer service, organization, attention to detail and the ability to work independently
- Ability to multi-task and respond quickly or reprioritize based on changing needs
- Strong teamwork skills
- Experience with insurance carriers including medical assistance programs
At Gillette Children’s, we foster a culture where every team member feels a sense of belonging and purpose. We are dedicated to building an environment where all feel welcomed, respected, and supported. Our values are embedded at the heart of our culture. We act first from love, embrace the bigger picture, and work side-by-side with our patients, families, and colleagues to help every child create their own story. Together, we work to ensure patients of all backgrounds and abilities reach their full potential.
Gillette Children's is an equal opportunity employer and will not discriminate against any employee or applicant for employment because of an individual's race, color, creed, sex, religion, national origin, age, disability, marital status, familial status, genetic information, status with regard to public assistance, sexual orientation or gender identity, military status or any other class protected by federal, state or local laws.
Gillette Children’s is a global beacon of care for patients with brain, bone and movement conditions that start in childhood. Our research, treatment and supportive technologies enable every child to lead a full life defined by their dreams, not their diagnoses.
To learn more about working at Gillette Children's, please visit https://www.gillettechildrens.org/careers (https://www.gillettechildrens.org/careers).
Gillette Children's participates in the U.S. Department of Homeland Security (DHS) E-Verify program which is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. If E-Verify cannot confirm that you are authorized to work, Gillette will give you written instructions and an opportunity to contact DHS or the Social Security Administration (SSA) to resolve the issue before Gillette takes any further action. Please visit https://www.e-verify.gov/ (https://www.e-verify.gov/) for further details regarding e-verify.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
