Referral & Care Coordination Specialist at Stamford Health

Stamford, Connecticut, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

0.0

Posted On

26 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Patient Access, Scheduling, Registration Accuracy, Referral Processing, Work Queue Management, Epic, Regulatory Compliance, Schedule Optimization, Problem Solving, Time Management, Communication, Detail Orientation, Process Standardization, Phone-Based Access, Insurance Verification, MyChart

Industry

Hospitals and Health Care

Description

The Referral & Care Coordination Specialist supports organization-wide patient access for all Primary Care practices with a concentrated focus on new patient scheduling, registration accuracy, referral processing, and work queue management. This role is dedicated to centralized access workflows, ensuring timely entry into care, regulatory compliance, and consistency across sites. The position serves as a key operational partner to Primary Care leadership, providers, and centralized services to optimize schedules, reduce delays, and improve patient experience. The shift for this role is Monday-Friday, 7:45am-4:15pm. This role sits onsite in Stamford, CT MAJOR ACCOUNTABILITIES / CRITICAL RESPONSIBILITIES: New Patient Scheduling & Registration (phone-based) * Serves as a primary resource for new patient access across all Primary Care sites. * Utilizes New Patient Scheduling Pool Solutions to schedule appointments in accordance with provider templates and department protocols ensuring schedule optimization. * Completes and verifies new patient registration, ensuring demographics, insurance, and contact accuracy prior to appointments. * Resolves complex scheduling scenarios and eliminates access barriers as appropriate. * Ensures a consistent and professional phone experience aligned with organizational service standards. Work Queue Management (NSA & Registration) * Owns and actively manages assigned Epic Work Queues, including Estimates and Pre-Registration work queues. * Ensures timely completion and documentation to support regulatory compliance and minimize patient billing risk. * Identifies and resolves incomplete registration, missing insurance, or documentation gaps prior to visits. * Collaborates with clinical and administrative teams to address work queue backlogs and workflow inefficiencies. * Monitors trends and recurring issues, escalating systemic concerns to leadership. * Monitors and acts on MyChart New Patient appointment request work queues for ease of care coordination and market integrity. Referral Management & Coordination Manages incoming and outgoing referrals for Primary Care from internal and external sources. Reviews referrals to completeness, practice protocols, and payer requirements. Coordinates scheduling of referred patients to ensure timely access to care. Communicate with referring offices and internal teams to resolve missing information delays. Ensures accurate referral documentation and tracking within Epic. Initiates outgoing referral authorization and coordinates initial consultation within specialty service line. Initiates outreach for patient panel retention as part of physician off-boarding checklist. Training, Standardization & Operational Support * Cross-training across all SHMG Primary Care sites to ensure understanding of scheduling protocols and department workflows. * Acts as a workflow resource for patient access, referral, and registration processes. * Supports onboarding and training of new staff as assigned. * Assists leadership with process standardization and continuous improvement initiatives. * Maintains strong knowledge of policies, referral protocols, and regulatory requirements. Compliance & Professional Standards * Adheres to Stamford Health’s Code of Conduct, SHMG’s Standards for Service Excellence, and organizational values of Teamwork, Integrity, Compassion, Respect, and Accountability. * Maintains strict confidentiality and compliance with regulatory and organizational policies. * Completes all required education and training in a timely manner. * Performs other related duties as assigned within scope of the role. QUALIFICATIONS/REQUIREMENTS: * High School Diploma or equivalent required. * 3+ years of experience in patient access, centralized scheduling, referrals, and/or registration (healthcare setting preferred). * Demonstrated experience managing high-volume phone access and Epic Work Queues * Strong organizational, problem solving, and time management skills. * Excellent verbal and written communication skills. * Proficiency in Epic, Microsoft Outlook, Word, and Excel. * Ability to work independently while collaborating across multiple practices. * High attention to detail and ability to manage competing priorities. PREFERRED QUALIFICATIONS: * Experience supporting multi-site Primary Care operations. * Familiarity with No Surprise Care Act (NSA) workflows. * Experience with centralized access or referral coordination models. At Stamford Health, we believe that every patient deserves compassionate, personalized, person centered care. This commitment guides how we care for patients, support their care partners, and promote the wellbeing of our staff. In alignment with our Planetree philosophy, the individual in this role will foster a respectful, collaborative environment that honors the needs, values, and preferences of every person we serve and the colleagues we partner with.

Responsibilities

This specialist supports organization-wide patient access for Primary Care practices, focusing on new patient scheduling, registration accuracy, referral processing, and managing work queues to ensure timely entry into care. Key duties involve managing phone-based scheduling, owning Epic Work Queues, handling referral coordination, and supporting process standardization across sites.