Referral Coordinator, Associate

UPMC Home Health is hiring a full-time Referral Coordinator for our team working Monday-Friday daylight hours. This position is remote with in-person training as needed. This positon requires some occasional weekend coverage on a rotational basis (approximately one weekend per month). 
The Referral Coordinator, Associate serves as the primary customer service contact across the UPMC Home Health/Family Hospice service line of business and ensures effective communication between staff and referring physicians, discharge plan managers, acute care hospitals, skilled nursing facilities, patients, families, Agency staff, Liaisons, and other referral sources. Coordinates and/or facilitates referrals to the correct UPMC service providers or departments. The Referral Coordinator, Associate will utilize and promote the use of excellent customer service skills to ensure the timely processing of referrals for home-based services.

Responsibilities:

• Manage incoming calls to the intake department and effectively problem-solve, transfer, or coordinate timely as appropriate.
• Manage multiple referral inquiries across interaction types including telephonic, fax, electronic health records, online, and email.
• Initiate required referral documentation and complete referral shell.
• Leverage multiple systems to handle inquiries for home-based service types to meet patient and department needs.
• Follow up on and document interactions with referral sources and prospective patients.
• Conduct outbound follow-up calls in accordance with departmental initiatives.
• Provide exemplary customer service by being proactive and responsive to all customer requests.
• Understand, coordinate, and effectively communicate information regarding referrals across multiple business areas.
• Remain current on all department policies, procedures, and modifications.
• Attend all department meetings and trainings as scheduled.

• High school graduate required.
• Minimum of 2 years of customer service and/or call center experience preferred.
• Knowledge of Home Health and/or Hospice preferred.
• Excellent written and verbal communication skills. 
• Proficiency in typing is required.
• Ability to make independent decisions required.
• Knowledge of Microsoft Office, Excel, and Adobe preferred.
• Problem solving skills necessary to evaluate customer inquiries.
• Demonstrates strong organizational and interpersonal skills and high attention to detail.
• A desire to help others and portray empathy in all situations
• Ability to learn complex health information.
• Demonstrate flexibility and motivation to learn and grow in the position
• Must be able to work independently and efficiently and have flexibility in work schedule.
  
  Licensure, Certifications, and Clearances:
  
  UPMC is an Equal Opportunity Employer/Disability/Veteran