ABOUT NCH
NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.
NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.
Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit nchjobs.org to learn more.
JOB SUMMARY
The Coordinator Referral for Concierge Offices provides concierge-level service to support the unique needs of community concierge physician offices, ensuring seamless referral coordination and expedited scheduling for patients. This role focuses on providing white-glove service to enhance access to NCH specialists and ensure an exceptional patient experience. The coordinator is responsible for managing referrals from concierge offices, scheduling appointments, and collaborating with clinical navigators to streamline care.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Other duties may be assigned.
· Serve as the primary point of contact for all referral requests from community concierge physician offices, ensuring timely and personalized attention.
· Manage the referral process, including receiving, documenting, and processing referrals via phone, fax, or email.
· Schedule patient appointments with NCH specialists, ensuring adherence to expedited scheduling protocols.
· Collaborate closely with clinical navigators, specialty clinics, and internal departments to ensure smooth transitions of care.
· Provide timely updates and follow-up communication to concierge offices regarding referral status and patient scheduling.
· Maintain accurate referral documentation in compliance with HIPAA and organizational policies.
· Monitor referral trends and collaborate with the Director to address barriers to access or delays.
· Deliver exceptional customer service, addressing inquiries or concerns from concierge physicians and their staff.
· Act as an ambassador for NCH, promoting its services and ensuring a positive impression among concierge practices.
· Track satisfaction metrics and report outcomes to support program evaluation and improvement.
· Executes timely and superior customer service to all internal and external clients.
· Uses personal judgement and initiative to develop effective and constructive solutions to accomplish the goals and needs of care coordination access service
· Responsible for responding by phone or fax to a request for care coordination assistance immediately upon receipt of the request
· Actively cultivates strong working relationships with NCH scheduling and navigation teams for the continuous success of the program.
· Acts as one of the primary contacts for support with referral and scheduling coordination for executives and concierge offices by answering and returning telephone calls, emails, and voice mails. Provides a high level of service and attention.
· Serves as an expert in referral coordination, establishing strong relationships with clinical scheduling teams to support members of Medical Diplomats Council, VIPs, and other “friends of NCH” including support with referrals, immediate care needs, concierge provider care needs, and scheduling.
· Cross-trained with Referral Coordinator, Medical Diplomat Program, to support MDC referral requests as needed.
· Handles patient information as needed and in full compliance with all HIPAA standards and regulations.
· Understands and effectively uses digital tracking systems (i.e. Marketware, Raiser’s Edge, Monday.com, Asana) for retrieval and reporting information.
· Identifies and escalates to direct leadership any issues identified by patients and family members.
· Meets and exceeds the expectations of patients, concierge offices, and all other customers we serve.
· Executes timely and superior customer service to all internal and external clients.
· Uses personal judgement and initiative to develop effective and constructive solutions to accomplish the goals and needs of care coordination access service
· Responsible for responding by phone or fax to a request for care coordination assistance immediately upon receipt of the request
· Actively cultivates strong working relationships with NCH scheduling and navigation teams for the continuous success of the program.
· Acts as one of the primary contacts for support with referral and scheduling coordination for executives, concierge offices, members of Medical Diplomats Council, VIPs, and “friends of NCH” by answering and returning telephone calls, emails, and voice mails. Provides a high level of service and attention.
· Serves as an expert in referral coordination to establish strong relationships with clinical scheduling teams to support members of Medical Diplomats Council, VIPs, and other “friends of NCH” including support with referrals, immediate care needs, concierge provider care needs, and scheduling.
· Handles patient information as needed and in full compliance with all HIPAA standards and regulations.
· Understands and effectively uses digital tracking systems (i.e. Marketware, Raiser’s Edge, Monday.com, Asana) for retrieval and reporting information.
· Identifies and escalates to direct leadership any issues identified by patients and family members.
· Meets and exceeds the expectations of patients, concierge offices, and all other customers we serve.
· Effectively allocate time resources to meet multiple tasks in a fast-paced environment.
· Solve problems and navigate sensitive issues with discretion, tact, and strong communication skills.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· Associate’s degree in healthcare administration, business, or a related field (Bachelor’s preferred).
· At least 2 years of experience in healthcare, customer service, or referral coordination, preferably in a concierge or VIP healthcare setting.
· Proficiency in medical terminology and knowledge of healthcare workflows.
· Excellent organizational and communication skills, with a customer-centric approach.
· Ability to manage multiple priorities in a fast-paced environment.
· Proficiency in Microsoft Office Suite and experience with electronic medical record (EMR) systems, particularly EPIC, is preferred.
· Experience with request and task management via technology platforms such as Monday.com, Asana, etc. preferred
· Strong problem-solving skills and attention to detail.
· Diplomatic, and able to tactfully, respectfully, and collaboratively work with a wide variety of people; altering style based on the environment.
· Ability to sit for extended periods and perform repetitive tasks.
· Maintain professionalism and composure under pressure, demonstrating high levels of patience and discretion.
· Capacity to work collaboratively while taking initiative to resolve issues independently.
