Referral Liaison Urgent Care
Job Code: 21111-270
The HCA Physician Services Group (PSG) is the physician and practice management solution for the Hospital Corporation of America (HCA). PSG operates more than 750 practices, Urgent Care Facilities, and partners with HCA s 165 hospitals to structure employed provider programs, professional service agreements, and joint ventures that offer the communities we serve high quality, cost effective care. We manage a collection of highly motivated and innovative leaders who are committed to excellence in every aspect of their career
The Referral Liaison is primarily responsible to build favorable perceptions of the referral process. The Referral Liaison will be a patient advocate. The primary point of contact and key interface between Urgent Care referring physicians, patients and specialists.
DUTIES AND RESPONSIBILITIES:
*Communicate and support initiatives to promote the referral service program.
*Develop an in-depth knowledge of the referral processes.
*Responsible for using Carelink to generate reporting of relevant data.
*Works with Medical Director to update standing orders as needed. Responsible pass on revised standing orders to the National Contact Center Management (NCCM).
*Notify appropriate departments or divisions of problem for resolution and inform them of needs for clinical services.
*Ensure Urgent Care Centers receive specialist s reports in a timely manner.
*Initiates contact with Urgent Care referring providers as needed via telephone, email or in person to discuss referral cases.
*Help Urgent Care Centers with STAT referrals that are not sent to NCCM if needed and if possible (time allows).
*Update standing orders as needed or as requested.
*Serve as key point of contact and maintain positive relationship with all community and referring physicians, including office staff. Routinely visit (in person) as well as via phone to facilitate specialist to referring physician visits, to identify, to educate and help resolve service issues.
*Instills an attitude and maintains a culture of superior customer service.
*Demonstrates enthusiasm and self-motivation in performing job responsibilities.
*Maintain appropriate timely communication with patients, physicians, centers and specialists.
*Ensure patients attended specialist appointment, notify referring physician in the event the patient did not see the specialist. Send patient a letter if requested.
*Oversee appropriate clinical documentation is being completed in the patient record. Escalate issues to appropriate person in an effort to resolve.
*Keep stakeholders informed of issues with the referral process and work to help resolve issues in a timely manner.
*Update referral lists as needed or at least once a quarter.
*Ensures there are clear written policies and procedures in place for patient referrals. Work with Director of Training to update center training material as needed.
*Communicate well and often with other departments and centers to ensure the program is running smoothly and efficiently.
*Welcomes new projects and initiatives for the good of the company and patients.
*Exhibits willingness to master new work routines and methods.
*Adheres to Code of Conduct .
*Is a role model with dependability and hours worked.
Minimum Required: Clinical experience of 2+ years. Experience with managing/leading people is required.
Type of Experience- Experience with problem solving, scheduling, insurance plans, physician offices or related environment. Experience with customer service.
NURSE OR MEDICAL OFFICE MANAGEMENT, LPN OR RN HIGHLY PREFERRED.
Last Edited: 09/13/2016