Job Title: Referral Center Representative             

Department: OHMP Referral Center

Reports to: Patient Access Manager                                                   Revision Date: 2/13/25

Grade Level: 14

Job Summary:

Responsible for all duties related to the scheduling cycle while using multiple programs and resources.  Work under conditions of constant interruption and subject to time pressure and process change requirements.  Facilitate all components of the patient’s scheduled appointment prior to patient presentation for exam. Communicate the hospitals’ financial policies and other required documents to all patients.  Identify patients who require financial counseling.  Knowledge of Advance Beneficiary Notice, ICD10 coding, CPT codes, general anatomy, and medical terminology.  Communicate with provider offices, co-workers and other service areas and employees.  Representative is responsible for obtaining accurate and complete patient data, providing baseline information to physician offices and medical records. Complies with requirements established by regulating agencies.  Ensures compliance to departmental and organizational policy and procedure.

Duties/Responsibilities:                                           

• Communicate with referring physician's offices to obtain accurate and complete patient data and provide baseline information to physician offices and medical records.
• Enter referrals and documents communications, actions, and other data in an information system.
• Communicate with patients and families to provide information, guidance and assistance to patients as well as communicate customer complaints using excellent phone etiquette.
• Communicate with physician’s office staff, other members of health care team, and co-workers to ensure the flow of accurate and timely information, maintain collaborative relationships, and promote excellent customer service and quality patient care.
• Identify and assign appointments via electronic orders for scheduled requests.
• Perform scheduled appointments and share information to maximize reimbursement and ensure dissemination of pertinent information to al providers.
• Interview patient and/or guarantor to obtain and process accurate and complete patient information. 
• Identify appointments that need more attention and identify methods instructed for resolving difficult or conflicting accounts.
• Complete daily, weekly, monthly tasks in a timely manner, inclusive of but not limited to financial support activities and designated department and organization competencies.
• Follow the hospital Charity Care policy and provide information regarding our charity care policy as required.
• Ensures all work areas are adequately stocked with supplies to provide quality services.
• Export images as needed.
• Complete all competencies for the scheduled or covered area.
• Perform downtime procedures according to policy and procedure.
• Maintain knowledge of safety measures.
• Assists with new orientation and training of new staff.
• Troubleshoot with providers and provider offices as needed.
• Maintain a positive team working culture.
• Perform other duties as assigned.

• Required Skills/Abilities (Unit Specific):         

• Excellent organizational skills, detail-oriented, and ability to productively multi-task.
• Ability to communicate effectively, both orally and in writing.
• Highly motivated, self-starter with excellent time-management skills.
• Proficient in standard computer programs, including Microsoft Office Suite, and EMR.
• Knowledge of medical terminology and general medical knowledge related to Oswego Health’s services, treatment offerings and equipment.

• Education and Experience:

• 2 years’ experience in healthcare, physician services or hospital outreach preferred.
• Business development and/or customer service experience preferred.

• Working Conditions:

• Frequently requires calls to physicians, correspondence and mailings, and lead follow up.
• Long periods of sitting, standing, walking and the ability to lift, push, pull or carry up to 25lbs.
• Requires attendance of meetings as required.
• Actively participates in in-service programs, in Quality Assurance programs and CQI, cross training; attends all mandatory classes as required; completes unit-specific competencies.
• Occasionally requires assignments to other units/shifts as hospital needs require.
• Complies with DOH requirements for annual health assessments and required immunizations.
• Complies with regulatory agencies such as Emergency Medical Treatment and Active Labor Act (EMTALA), HIPPA, Joint Commission, NY Department of Public Health (NYDOH), etc., to meet regulatory requirements as appropriate for position.

Pay Range; $15.95-$19.14/hr

Employee salary is based on commensurate experience and other qualifications.

About Oswego Health:
The mission of Oswego Health is to provide accessible, quality care and improve the health of residents throughout Oswego County. As a nonprofit healthcare system established in 1881, Oswego Health is proud to be Oswego County’s largest private employer. More than 1,300 employees spread throughout its 18 locations, work for the Oswego Health system, which includes the 132-bed community Oswego Hospital, a 32-bed psychiatric acute-care facility with multiple outpatient behavioral health service locations, The Manor at Seneca Hill, a 120-bed skilled nursing facility, and Springside at Seneca Hill, an independent retirement community. The health system also operates Oswego Health Home Care, the only hospital-based certified home healthcare agency in the County, as well as two outpatient centers, including the Fulton Medical Center, offering urgent care, lab, medical imaging, physical therapy, and occupational health services, and the Central Square Medical Center, offering urgent care, lab, medical imaging, and physical therapy services. In addition, the healthcare system includes Oswego Health Medical Practice, a multi-specialty medical group offering the community accessible, high-quality healthcare. 100+ physicians and advanced practice providers offer an extensive array of services across CNY, including primary care and specialty care in the areas of orthopedics, cardiology, ENT, gastroenterology, breast care, general surgery, urology, and bariatrics.

EQUAL EMPLOYMENT OPPORTUNITY

Oswego Health is committed to providing equal opportunity in all employment-related matters, without regard to race (including traits historically associated with race), creed, color, religion, sex/gender, national origin, age, marital or familial status, disability, pregnancy-related condition, sexual orientation, gender identity, gender expression, transgender status, citizenship status, ancestry, arrest/conviction record, military or veteran status, domestic violence victim status, genetic predisposition or carrier status, reproductive health decision making, relationship or association with a member of a protected category, or any other legally protected characteristic.  Decisions affecting your position including, but not limited to, recruitment, hiring, placement, promotion, transfer, compensation, benefits, training, tuition assistance, leaves of absence, disciplinary action, layoff/recall, and terminations will be made in accordance with this policy.