Lahey Health Referral Intake Specialist in Winchester, Massachusetts
Welcome to Winchester Hospital, part of Beth Israel Lahey Health. Winchester Hospital was the first hospital in Massachusetts to earn Magnet recognition, the American Nurses Association’s highest honor for nursing excellence, three times. It has since received the recognition a fourth time. As the northwest suburban Boston area’s leading provider of comprehensive health care services, the 229-bed facility provides care in general, bariatric and vascular surgery, orthopedics, pediatrics, cardiology, pulmonary medicine, oncology, gastroenterology, rehabilitation, radiation oncology, pain management, obstetrics/gynecology and a Level IIB Special Care Nursery.
About the Job
The individual will contribute to the Hospital’s mission by reporting to the Manager of Managed Care and Referrals. The individual will be responsible for performing administrative tasks to make recommendations to people in need of specialty services in the BILH/WinPHO network of physicians, as well as relaying important information to appropriate departments and teams. The candidate must have excellent customer service skills, strong communication skills, and highly organized, and have the ability to process information quickly and accurately.
Bachelors degree or equivalent AND one year of experience in a health care setting (OR)
Three (3) years of health care referral management, medical secretary, or equivalent experience.
Managed Care Referral Management Experience
Demonstrates a strong patient and/or Customer focused drive
Adaptability to different personality types
Strong written and verbal, phone communication skills, along with active listening
Prioritize and manage multiple tasks to meet consumer demands
Electronic filing and documentation skills
Ability to problem solve and synthesize information quickly
Ability to work independently
Proficient in Microsoft Word and basic knowledge of Microsoft Excel
Proficient with Microsoft or Google email platforms
Experience in processing referrals, or referral or prior authorization management
Experience with EPIC EMR
LICENSES, REGISTRATIONS, CERTIFICATIONS: N/A
LIFE SUPPORT CERTIFICATION REQUIRED: N/A
POPULATION SPECIFIC REQUIREMENTS :
OTHER JOB REQUIREMENTS:
Professional Commitment Requirements: Requires individual to be on an administrative office on-site. This job interacts with patients, but primarily by phone and secured messaging. This is a non-patient facing role.
On-call Requirement: n/a
Schedule Requirements: Generally business hours but hours may fluctuate based on business needs
Travel Requirements: Minimal travel required, but some appointments may be required within the Winchester Hospital/Lahey Health community and organization.
DEPARTMENT SPECIFIC JOB FUNCTIONS
Ability to manage large volumes of inbound phone calls from the central referral line in a timely manner.
Manage voicemail return calls in a timely manner.
Respond to in-basket EMR, portal, and email inbox messages in a timely manner
Create new referral orders upon patient request per protocols
Keep records of all conversations in our EMR database.
Verify and Update Insurance Eligibility
Meet personal/team call volume and referral redirect targets and goals.
Reliable and dependable to present in the office daily as the point person for all inbound referral calls.
Ability to complete an intake form with all appropriate information needed to accurately and efficiently process a referral.
Knowing where to route messages appropriately (via the EMR portal, email, phone, fax) to the appropriate team to ensure proper review or processing of the referral.
Follow communication scripts for referral criteria when handling different topics.
Identify the needs of the patients, clarify information, research each issue and provide solutions and or alternatives.
Consistently educate patients on the network referral criteria whenever possible.
Attend and contribute to department meetings to improve knowledge and performance levels.
Build relationships with practices and engage patients by taking the extra mile.
Beth Israel Lahey Health is d edicated to improving health and wellness and making a difference in the lives of our patients, their families and all members of the communities we serve. Formed in March 2019, Beth Israel Lahey Health is a patient-centered, integrated care delivery system providing a continuum of services spanning academic, tertiary and community hospitals, dedicated orthopedic and psychiatric hospitals, primary and specialty care, community acute care, ambulatory care, behavioral services and home health. Beth Israel Lahey Health Performance Network is a unified joint contracting and population health management organization, jointly governed by participating physicians and hospitals.
Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.
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