Company: Oak Street Health
Title: Referral Coordinator I
Location: Downers Grove; Hybrid
Compensation: $17.25 - $17.75 hourly with up to $3,600 in annual bonus potential
Role Description:
The Referral Coordinator I is a vital part of the Patient Experience & Service Operations (PXSO) and delivers an unmatched patient experience. This role is responsible for managing the day-to-day referrals and diagnostic orders for Oak Street Health patients to see specialist providers. This role interacts with center teams and payer partners to ensure patients are able to access needed care in a timely manner.
Core Responsibilities:
Responsible for processing referrals and diagnostic orders
Update patient information and make necessary updates/changes in electronic medical record
Communicate referral and authorization information to patients
Obtain required authorization for all third-party requests
Request medical records, submit clinical documents, and upload documents into the electronic medical record platform
Assemble information concerning the patientâs clinical background and referral needs
Responsible for access to and information in multiple payer portals
Navigate and produce results in multiple electronic platforms
Verify non-preferred specialists and facilities for all referrals
Contribute to the quality of the OSH Specialty Finder by appropriately submitting necessary changes
Support collaboration with OSH field teams through the Alfred Line and CareReqs
Interact professionally with internal and external partners and customers
Meet standard performance metrics
Meet quality standards
Other duties as assigned
Remote Work Requirements:
Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
Prior remote work experience
Ability to obtain high-speed internet and hardwire equipment to router/modem
Distraction-free and private remote work environment required as well as reliable dependent care during working hours
Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center
Call Center Locations: IL - Chicago, Downers Grove; NC - Charlotte
Ability to participate in classroom-style remote training sessions
An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment
The career path from Referral Coordinator I to Referral Coordinator II includes:
A minimum tenure of 6 months in the Referral Coordinator I role
Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
Demonstration of a strong desire to learn and grow in their role
Meet âExceptionalâ performance metrics for a minimum of 3 consecutive months (targets are subject to change with 30-day advance notice) for all job skills:
Average Handle Time for responsibilities such as call management
Unavailable time
Quality Metrics
Schedule Adherence (adhering to your assigned work schedule set by your supervisor based on business needs [shift arrival and departure times, and assigned lunch/break times])
CareReq responsiveness
Demonstrate proven reliability and satisfactory attendance
The progression path from Level I, Level II, and Level III positions within Service Delivery is a structured path that encourages coordinators to widen their knowledge base, take on more responsibility, demonstrate expertise, and reward team members for their proven success and dedication. Each role level builds upon the skills learned in the previous one, with the ultimate goal of enabling coordinators to provide superior support and contribute to the overall success of the team.
Remote Work Requirements:
Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
Prior remote work experience
Ability to obtain high-speed internet and hardwire equipment to router/modem
Distraction-free and private remote work environment required as well as reliable dependent care during working hours
Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center
Ability to participate in classroom-style remote training sessions
An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment
What are we looking for?
High School diploma or equivalent required
1 year of general office administrative experience
Experience with processing referrals is preferred
Flexible and positive attitude
Professional phone etiquette
Organized and able to manage competing priorities
Strong computer skills and knowledge/familiarity with Microsoft Excel
Strong communication and customer service skills
Resourcefulness in problem-solving
Able to follow through on delegated tasks
Health plan or provider order entry experience preferred
Basic knowledge of medical terminology and/or medical coding preferred
Proficient PC skills
US work authorization
Someone who embodies being âOakyâ
What does being âOakyâ look like?
Radiating positive energy
Assuming good intentions
Creating an unmatched patient experience
Driving clinical excellence
Taking ownership and delivering results
Being relentlessly determined
Why Oak Street Health?
Oak Street Health is on a mission to âRebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patients' communities and is focused on the quality of care over the volume of services. Weâre an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody âOakyâ values and passion for our mission.
Oak Street Health Benefits:
Mission-focused career impacting change and measurably improving health outcomes for medicare patients
Paid vacation, sick time, and investment/retirement 401K match options
Health insurance, vision, and dental benefits
Opportunities for leadership development and continuing education stipends
New centers and flexible work environments
Opportunities for high levels of responsibility and rapid advancement
Company-provided work-from-home equipment, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter
Oak Street Health is an equal-opportunity employer. We embrace diversity and encourage all interested readers to apply.
Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health
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