Patient Referral Coordinator (DHWC)

Position Summary

Serves as a liaison between patients, providers, and specialty care services to ensure timely referrals, efficient appointment coordination, and seamless communication.

Supports both clinical and administrative functions to facilitate compassionate and appropriate care delivery.

Scope and Impact

This position directly supports patient care coordination across multiple clinics, specialty providers, and support programs.

It significantly impacts patient satisfaction, clinical workflow efficiency, and adherence to healthcare protocols.

No direct budget responsibility or supervisory duties.

Decision-Making Authority

Operates with moderate independence in coordinating referrals, scheduling appointments, and resolving patient inquiries.

Makes routine decisions within established protocols and escalates complex issues to supervisors or clinicians as needed.

Interactions / Working Relationships


* Internal: Frequent interaction with MHM clinic staff, primary care providers, billing departments, and social workers.


* External: Regular contact with contracted specialty care providers, hospital systems, patients, and community partners.


* Frequency: Daily interaction required with both internal and external stakeholders.

Essential Duties and Responsibilities

Communication


* Ambassador for patient experience by creating a welcoming environment that puts patients at ease and introduces them to MHM's Patient Referral Services.


* Effective oral and verbal communication between patients, providers and contracted specialty providers.


* Assist patients with questions regarding their referrals and provide guidance on next steps.


* Model AIDET (Acknowledge, Introduce, Duration, Explain, and Thank you) healthcare setting guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations.


* Develops relationships and communicates with specialty physician office staff.


* Identifies patient need and arranges for medical specialists to whom referrals can be made.


* Assists in the resolution of complaints, requests and inquiries from clients

Specific Role & Responsibilities


* Strong understanding of medical terminology and adherence to HIPAA regulations.


* Creates referral packets, schedules and arranges referral appointments to contracted specialty care physicians for MHM clinic patients who have been approved for specialty care in a timely manner.


* Coordinates and assists in completing the MHS Financial Assistance Program application process for both MHM patients and non-MHM patient's referrals.


* Creates diagnostic orders, schedules and arranges appointment scheduling for MHM clinic patients to have additional labs, imaging and procedures at an MHS facility.


* Creates Pre Authorization requests on behalf of contracted specialty providers for approval to cover specific services and or medications.


* Managing contr...