REFERRAL COORDINATOR

Affiliate Name: Brigham & Women's Hospital
Job Category: Administrative/Medical Secretary
Department: BWH TELESERVICES
Shift: Days
Hours/Week: 40
Job Type: Regular
Employment Type: Full TimeResponsibilities:
GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.As a member of the Teleservices Team, provides rapid and professional response to calls from private practice physicians and general public. Facilitates access to DFCI/ BWH services and physicians to all callers. Ensures caller satisfaction by responding directly to the caller or staying on the line with the caller until their needs are met by another employee. Manages the information that is required to perform responsibilities and data collected from each call.PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.
1. With the aid of computerized databases, provides rapid and professional response to calls from referring physicians requesting information about physicians and services. Assures that appropriate follow- up has occurred.2. With the aid of computerized database, provides rapid and professional response to calls and web inquiries from the general public requesting a referral and/ or information about DFCI/ BWH physicians and services.3. Acts as a liaison between physicians/ office staff and callers to ensure that adequate response and appropriate appointment scheduling occurs.4. Maintains and updates the databases used in completing consumer and physician calls. Collects and inputs demographic information on all new callers and updates demographic information, as appropriate on repeat callers.5. Assists in the development and maintenance of department protocols.6. Generates standard consumer, physician, and service follow- up letters and calls with the assistance of the computerized database.7. Generates weekly, monthly, annual and various reports on call volume and systems utilization.8. Trains new staff members on the use of the computer systems and office protocols and procedures.9. Performs outbound teleservice functions as directed.10. Provides administrative support to the Teleservices Manager.11. Keeps Teleservices Manager informed of departmental problems and needs, especially as they relate to the interaction of the service with the other areas of organization.
REQUIREMENTS
QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)1. Associates Degree in marketing, business or communications is required. Bachelor's Degree is preferred.2. Two or more years in the area of consumer relations, marketing, retail, database management or marketing teleservice is required.3. Previous work in health care setting is preferred.4. Bilingual preferred. (Spanish)SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)1. Strong interpersonal and communications skills, written and verbal2. Ability to be unfailing courteous and helpful without regard to the manner of the caller3. Ability to exercise judgment in dealing with sensitive, confidential information4. Pleasing telephone voice and manner, good dictation, acceptable grammar5. Ability to work quickly while making accurate, appropriate decisions based upon presenting problem6. Proven organizational skills. Ability to work independently prioritize work appropriately7. Ability to take initiative to constantly update and expand knowledge base8. Ability to contribute team goals and objectives, while achieving individual objectives9. Working knowledge of computers, software and database management. Knowledge of IDX and/ or BICS a plus10. Ability to handle stressful situations that may arise in handling patient and physician complaints, demands or problems11. Knowledge of medical terminology preferred. Knowledge of DFCI and/or BWH a plus.