Referral Management Coordinator I

1.0 FTE (40 hrs/wk); Monday - Friday, 8:45amto 5:15pm. This position is located at the River Park Plaza location in St. Paul. This position requires initial on-site training, and then will transition to a remote working role.

This position provides external referral triaging, care coordination, and closed-looped communication with referring providers related to care requested to occur at Gillette. Performs referral review duties under the direction and guidance of Capacity Planning leadership. Reviews all referrals for administrative, clinical completeness and appropriateness. Collaborates with case managers, referral coordinators, clinic nurses, and referring and internal providers to ensure all patients are booked at the right time, with the right provider, within the appropriate specialty setting.

• Complete Patient Intake Process: Utilizes information provided via phone, fax or online submission form to create patient's profile within EMR. Transcribes clinical information provided to inform internal providers of patient status.
• Appointment Scheduling: Active outreach to referred patients to match patient need with services offered through Gillette. This includes scheduling across all medical and integrative care services, recognizing appropriate timeframe for services and considering the patient's unique needs.
• Pre-Clinic Planning: Provides portal messaging and other details pertinent to upcoming visit(s) including: NPO guidelines, sleep instructions, coordinated service needs, etc.
• Quality Improvement: Provides feedback regarding access barriers and patient feedback with a goal of improving the patients' experience. Informs Capacity Planning leadership and Provider Relations Liaisons of opportunities to streamline referral process. Outcomes of these actions are tied to an increased number of unique patients served.
• Relationship-Building: Provides closed-loop communication with referring providers regarding referral status. Collaboratively communicates with internal providers for accurate triage as applicable.

Compensation & Benefits:

The hourly wage for this opportunity is $20.37/hour to $30.54/hour, with a median wage of $25.45/hour. Pay is dependent on several factors including relevant work experience, education, certification & licensure, and internal equity. Hourly pay is just one part of the compensation package for employees. Gillette supports career progression and offers a competitive benefits package that includes a retirement savings match, tuition and certification reimbursement, paid time off, and health and wellness benefits.

Major Challenges:

• Ensures timely and consistent follow up with both the patient and referring provider related to identified needs
• Recognizes appropriate appointment urgency based on key medical terminology, clinical diagnoses, or verbal information from the referring provider
• Coordinates scheduling of new appointments and identities associated integrative care services needed for their initial assessment
• Critical thinking and ability to manage shifting priorities in a dynamic environment to ensure timely and effective response to patient and organizational needs
• Uses judgment in resolving problems while effectively communicating with internal and external customers
• Ability to remain professional, organized, and provide excellent customer service under pressure

Required Qualifications:

• High School Diploma/GED
• 2+ years' experience in previous healthcare setting
• Knowledge & understanding of basic medical terminology
• Strong computer aptitude including knowledge of Microsoft Office (Word, Excel, Outlook)
• Demonstrated strength in communication, customer service, organization, attention to detail and the ability to work independently
• Ability to multi-task and respond quickly or reprioritize based on changing needs
• Strong teamwork skills
• Experience with insurance carriers including medical assistance programs

Preferred:

• Experience working with medical referrals

Gillette requires all staff to be fully vaccinated for COVID-19 unless there is a Gillette-approved medical or religious exemption. New hires will be required to have at least one dose of the COVID-19 vaccine prior to starting employment and submit proof of 1st dose of COVID-19 vaccine prior to 1st day. Gillette also requires all employees to receive the influenza vaccine or wear an approved face mask during influenza season. The flu vaccine can be done at the time of the health clearance appointment.

Gillette Children's is committed to recruiting and retaining a diverse team, as we know that the diverse experiences of our employees make Gillette a stronger and better organization. We are committed to creating an equitable and inclusive environment where all patients, families and staff are welcomed and valued. We believe diverse perspectives and identities foster excellence, improve patient care and are essential for Gillette to fulfill its mission. Our team members collaborate to help patients of all backgrounds and abilities reach their full potential.

Gillette Children's is an equal opportunity employer and will not discriminate against any employee or applicant for employment because of an individual's race, color, creed, sex, religion, national origin, age, disability, marital status, familial status, genetic information, status with regard to public assistance, sexual orientation or gender identity, military status or any other class protected by federal, state or local laws.

We partner with individuals and families to provide specialized, coordinated care for individuals who have complex, rare or traumatic conditions starting in childhood.

To learn more about working at Gillette Children's, please visit https://www.gillettechildrens.org/careers.

Gillette Children's participates in the U.S. Department of Homeland Security (DHS) E-Verify program which is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. If E-Verify cannot confirm that you are authorized to work, Gillette will give you written instructions and an opportunity to contact DHS or the Social Security Administration (SSA) to resolve the issue before Gillette takes any further action. Please visit https://www.e-verify.gov/ for further details regarding e-verify.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)