Company: Oak Street Health

Title: Referral Coordinator III

Location: Downers Grove; Remote (Work From Home)

Role Description:

The Referral Coordinator is a vital part of the Patient Experience & Service Operations (PXSO) and delivers an unmatched patient experience.  This role is responsible for managing the day-to-day referrals and diagnostic orders for Oak Street Health patients to see specialist providers.  This role interacts with center teams and payer partners to ensure patients are able to access needed care in a timely manner.

Core Responsibilities:

Responsible for acting as a back-up for daily urgent and non-urgent referrals and diagnostic order when needed

Complete any referral and diagnostics request, regardless of location or source, including CareReqs assigned to department

Monitor and process pending urgent & non-urgent referrals and diagnostic orders

Update patient information and make necessary updates/changes in electronic medical record

Schedule appointments within electronic medical records platform 

Schedule specialist appointments and/or diagnostic orders when needed

Communicate referral and authorization information to patients

Obtain required authorization for all third-party requests

Request medical records, submit clinical document, and upload documents into electronic medical record platform

Assemble information concerning patient's clinical background and referral needs

Responsible for access to and information in multiple payer portals

Navigate and produce results in multiple electronic platforms

Verify non-preferred specialists and facilities for all referrals

Contribute to the quality of the OSH Specialty Finder by appropriately submitting necessary changes 

Interact professionally with internal and external partners and customers

Support collaboration with OSH filed teams through the Alfred Line and through CareReqs

Contribute to departmental workflows, protocols, and standards updates

Acts as resource and expert-level knowledge of all payer portals

Act as back-up admin for all payer portals

Act as back-up admin for Specialist Finder updates and uploads

Monitor and respond to CareReqs

Support departmental internal and external training

Support leadership in work allocation

Respond to patient communications according to the responsiveness process

Provide support and act as a resource to other Referral Coordinators

Monitor and prevent backlog of referrals and diagnostic orders

Provide feedback as to centers in need of additional support

Maintain fax queues

Responsible for leadership listserv maintenance

Responsible for phone coverage for incoming calls from CCService and from centers

Other duties as assigned. 

What are we looking for?

Bachelor's degree preferred; High School diploma or equivalent required

2-3 years general administrative experience, referral, and authorization experience

Demonstrated ability to complete daily work requirements with little to no supervision

Able to provide coverage for all Oak Street Health markets

Flexible and positive attitude

Professional phone etiquette 

Organized and able to manage competing priorities

Strong computer skills and knowledge/familiarity with Microsoft Excel

Strong communication and customer service skills

Resourcefulness in problem solving

Able to follow through on delegated tasks

Health plan or provider order entry experience preferred

Basic knowledge of medical terminology and/or medical coding preferred

Proficient PC skills

US work authorization

Someone who embodies being 'Oaky'

What does being 'Oaky' look like?

Radiating positive energy

Assuming good intentions

Creating an unmatched patient experience

Driving clinical excellence

Taking ownership and delivering results

Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to 'Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient's communities, and focused on the quality of care over volume of services. We're an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody 'Oaky' values and passion for our mission.

Oak Street Health Benefits: 

Mission-focused career impacting change and measurably improving health outcomes for medicare patients

Paid vacation, sick time, and investment/retirement 401K match options

Health insurance, vision, and dental benefits

Opportunities for leadership development and continuing education stipends

New centers and flexible work environments

Opportunities for high levels of responsibility and rapid advancement

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply. 

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health