Position Title: Referrals Coordinator & Back up Front Desk
Reports to: Practice Manager
Classification: Non-Exempt
THE RHODE ISLAND PUBLIC HEALTH INSTITUTE
The Rhode Island Public Health Institute (RIPHI) is a 501(c)(3) non-profit organization whose mission is to reduce health disparities in Rhode Island and beyond. RIPHI oversees public health programs, conducts research related to population health, and trains students and public health practitioners.
In recent years, RIPHI’s programs have attracted local and national media attention as well as local and national awards for public health innovation. RIPHI owns and operates Open Door Health, the state’s first and only LGBTQ+ community clinic; Open Door Health provides primary care, sexual health care, family planning services, and gender affirming care to Rhode Island’s diverse community. Open Door Health also offers "express STI screening," which allows patients to quickly access STI services. RIPHI also hosts a Ryan White HIV treatment and care program at Open Door Health as well as large HIV prevention programs.
In addition, RIPHI operates Food on the Move, one of the largest mobile produce programs in the country. RIPHI leads Nourish Rhode Island, a coalition advocating for SNAP incentives in grocery stores to promote healthy eating among SNAP recipients. SNAP incentives double the value of the dollar when people buy fresh produce. That campaign led to a statewide program for 140,000 SNAP recipients in Rhode Island; this program doubles the value of the dollar when SNAP recipients buy fresh produce.
In 2024, RIPHI and Open Door Health began a statewide program to integrate primary care with behavioral health services. RIPHI uses population health data in all its research, clinical and charitable service programs. RIPHI recently adopted a 5-year strategic plan that includes opening and growing both a new research center and a new communications center to support RIPHI’s work to advance population health. In the last year, RIPHI has secured over $15 million in grant funding and is looking forward to continuing growing our programs and research portfolio in alignment with RIPHI’s strategic plan.
During the last several years, RIPHI led several successful advocacy campaigns culminating in legislative victories, legislative appropriations, and statewide policy changes. These were related to food and nutrition security, hunger alleviation, HIV policy, access to medicines, and fiscal. RIPHI plans to continue its public health advocacy work in coming years.
RIPHI’s rapid and currently growing portfolio also includes programs related to food insecurity, nutrition and active living, hepatitis C virus (HCV), HIV and other sexually transmitted infections (STIs), pre-exposure prophylaxis (PrEP) to reduce HIV transmission, mental health, social determinants of health, geographically focused health interventions, and other efforts to reduce health disparities. To learn more about RIPHI and Open Door Health, visit https://www.riphi.org and www.odhpvd.org.
Position Summary:
The Referrals Coordinator & Front Desk Coordinator is responsible for coordinating specialty referrals, insurance authorizations, and patient scheduling to ensure timely access to high-quality care. This role serves as a key point of contact for patients, providers, specialists, and insurance carriers, supporting seamless care coordination and an exceptional patient experience. In addition, this position provides front desk coverage as needed, assisting with patient registration, appointment scheduling, and daily clinic operations. The ideal candidate is organized, detail-oriented, customer-focused, and committed to delivering compassionate, inclusive care in a fast-paced healthcare environment.
Responsibilities:
Referrals Coordination
- Collaborate with providers, nurses, and clinical staff to coordinate timely referrals to specialty care.
- Monitor referral work queues and prioritize requests to ensure timely patient access to specialty services.
- Receive, process, and track referral requests, ensuring timely communication with specialty offices, insurance carriers, and patients.
- Verify insurance eligibility, authorization, and referral requirements prior to scheduling appointments.
- Maintain working knowledge of payer requirements and authorization guidelines to ensure compliance and minimize claim denials.
- Review referral documentation, including CPT and diagnosis codes, for completeness and coordinate with clinical staff to resolve discrepancies prior to obtaining authorization.
- Follow up proactively with specialty offices, insurance carriers, and patients to minimize delays in care and ensure continuity of services.
- Maintain accurate referral records and ensure referral loops are closed through receipt and documentation of consult notes.
- Track referral metrics, identify barriers to timely completion, and recommend workflow improvements.
- Collaborate with clinical and administrative teams to improve referral processes, patient access, and care coordination.
- Assist patients with completing required paperwork, including Release of Information (ROI) forms and Primary Care Provider (PCP) updates.
- Participate in quality improvement initiatives that enhance patient experience, operational efficiency, and care coordination.
Front Desk & Patient Services
- Provide front desk coverage as needed during staff absences, vacations, or periods of high patient volume.
- Greet and assist patients in person and by phone with professionalism, compassion, and exceptional customer service.
- Schedule, confirm, and update patient appointments in the electronic medical record (EMR).
- Manage patient check-in and check-out processes, verify insurance information, and collect applicable patient payments.
- Respond to general inquiries, complete website callback requests, and appropriately route calls and messages.
- Document patient communications and follow-up activities accurately within the EMR.
- Follow established clinical escalation protocols for urgent patient concerns.
- Maintain patient confidentiality and foster a welcoming, inclusive, and affirming environment for all patients.
- Perform other duties as assigned to support clinic operations and patient care.
Qualifications:
Education & Experience
- Associate’s degree in healthcare administration, medical office management, or related field required; bachelor’s preferred.
- Minimum of 2 years’ experience in a medical office, referrals coordination, or insurance authorization role.
- Experience with Athenahealth or similar EMR preferred.
- Experience working in a community health or nonprofit setting strongly preferred.
Knowledge, Skills, and Abilities
- Bilingual in English and Spanish preferred.
- Strong organizational and time management skills with excellent attention to detail.
- Knowledge of insurance verification, prior authorizations, referral workflows, medical terminology, and payer requirements.
- Excellent interpersonal and written communication skills.
- Culturally competent, with experience serving diverse populations including LGBTQ+ communities, people experiencing homelessness, and formerly incarcerated individuals.
- Ability to work both independently and collaboratively in a dynamic clinical environment.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands; balance, stoop, kneel or crouch: and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. As RIPHI operates in a normal patient care environment there is possible exposure to infectious diseases. Hazards are minimized by adherence to established safety precautions.
Work Environment:
Rhode Island Public Health Institute is an equal opportunity employer. We encourage diverse candidates to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, expression or preference, sexual orientation, national origin, disability status, protected veteran status, socio-economic status or any other characteristic protected by law.
Please send a resume and letter of interest with salary requirements to: [email protected]
Pay: $22.00 - $27.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Have you ever managed or tracked patient referrals to specialty care, including follow-ups with providers or insurance companies? If yes, please describe your role in the process.
- What experience do you have with verifying insurance eligibility and obtaining prior authorizations for medical services?
- Which electronic medical record (EMR) systems have you used (e.g., AthenaHealth)? Please describe your level of experience using them for scheduling, referrals, or patient documentation.
- Do you have at least 2 years of experience working in a medical office, referral coordination, or insurance authorization role? Please briefly describe your experience.
Language:
Work Location: In person
