• Obtains referrals required for patient prior to scheduled visits; maintains 100% compliance with referral management requirements and current knowledge base of referral and authorization rules and related policies for multiple insurance and managed care payers, including transplant-specific policies; maintains record of referral, level of care, and number of visits being authorized.
• Assists patients with full registration, updates insurance information at each visit to ensure collection of accurate information for billing and accurate capture of pre-transplant services; collaborates with Financial Coordinator to verify that mandatory policies are followed; notifies Financial Coordinator of insurance changes identified at check-in.
• Performs check-ins, coordinates, and schedules multiple new and follow-up appointments in person, via e-mail, and over the phone to support a multidisciplinary team including surgeons, hepatologists, nephrologists, infectious diseases specialists, social workers, and nutritionists.
• Confirms correct insurance type, type of visit, and demographic information.
• Collaborates with Transplant Nurse Care Coordinators to maintain up-to-date patient information in the Organ Transplant and Tracking Record database and records time per instructions on the monthly Medicare time study.
• Answers, screens, and processes a high volume of calls in a professional manner; utilizes and adheres to the phone scripts and guidelines for triaging calls; asks appropriate questions and uses independent judgment within the scope of knowledge and authority to determine the type of appointment, appropriate provider, and urgency needed.
• Records and forwards accurate messages to providers and staff.

• High School diploma or GED required. Associate's degree preferred.
• 1-3 years of related work experience required.
• Experience with computer systems required, including web-based applications and some Microsoft Office applications, which may include Outlook, Word, Excel, PowerPoint or Access.

Experience in healthcare strongly preferred.

Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.

Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge, and skills based on general precedents.

Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by the supervisor/manager.

Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.

Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families, and external customers.

Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures, and policies with the ability to use them in varied situations.

Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

Customer Service: Ability to provide a high level of customer service to patients, visitors, staff, and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.