Lead Referral Coordinator na Barrow Brain and Spine

Description

Job Summary

The Lead Referral Coordinator is responsible for supervising and guiding a team of Referral Coordinators while maintaining accountability for department performance, workflow efficiency, and adherence to policies. This position plays a critical role in building relationships with new patients and referring physicians’ offices to coordinate care plans, provide education, and ensure a high-quality patient experience at Barrow Brain and Spine (BBS).

The Lead Patient Navigator will oversee daily operations, monitor performance, and ensure all staff provide accurate insurance verification, timely processing of referrals, and compassionate patient-centered service.

Essential Duties and Responsibilities

Leadership & Team Oversight

• Supervise, coach, and mentor Referral Coordinator team members.
• Monitor individual and team performance; provide feedback and implement improvement plans when necessary.
• Ensure accountability for timely, accurate, and professional handling of patient referrals and communications.
• Act as the primary point of contact for escalated patient or referring provider concerns.
• Collaborate with management and providers to align departmental goals with organizational objectives.
• Train new team members and provide ongoing education on workflows, compliance, and best practices.

Patient Navigation & Referral Management

• Oversee processing of incoming faxes, emails, mail, voicemails, and electronic submissions related to new patient referrals.
• Ensure complete and accurate records are received; request missing information as needed.
• Assign providers appropriately based on referral documentation and patient needs.
• Coordinate with providers and clinical staff to ensure imaging, labs, and medical records are available prior to appointments.
• Provide education and support to patients and families regarding the new patient process, and available resources.
• Maintain confidentiality and compliance with HIPAA at all times.

Insurance Verification & Compliance

• Oversee and perform insurance verification and pre-certification for new patients.
• Ensure all team members follow established protocols for verifying benefits and eligibility.
• Maintain accountability for accurate documentation and compliance with BBS policies and regulatory requirements.

Administrative & Operational Support

• Ensure accurate recordkeeping, scanning, and uploading of images and records into appropriate systems (Athena, Ambra, etc.).
• Represent BBS during interactions by providing professional communications.
• Troubleshoot issues with office processes and equipment coordinating solutions as needed.

Performance Requirements

• Demonstrated ability to lead and supervise a team in a professional healthcare environment.
• Strong accountability for team outcomes and adherence to established workflows.
• Excellent communication skills (oral, written, and telephone), with professionalism, tact, and diplomacy.
• Strong organizational and multi-tasking skills; ability to prioritize and delegate effectively.
• Proficiency in Microsoft Office, Athena One, or similar EMR systems.
• Knowledge of medical terminology, ICD-10, and CPT coding preferred.

Requirements

Education and Experience

• High school diploma or GED required; additional college coursework preferred.
• Minimum of 2 years leadership/supervisory experience in a healthcare setting required.
• Minimum of 2 years insurance verification experience required.
• Prior administrative experience in a specialty practice or hospital setting preferred.

Physical Demands

• Prolonged sitting, standing, bending, stooping, stretching, and/or walking.
• Ability to occasionally lift up to 20 lbs.
• Manual dexterity to operate standard office equipment.
• Normal range of hearing and vision required.

Working Conditions

• Office environment with regular contact with patients, staff, and physicians.
• Ability to travel to other BBS offices as needed.
• Overtime as required.