Referral Coordinator I

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Title: Referral Coordinator I

Company: Oak Street Health

Location: Remote

Role Description:

The Referral Coordinator 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 patient’s 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
  • https://www.oakstreethealth.com/locations
  • Call center/home office locations: Downers Grove, IL; Chicago, IL; Charlotte, NC
• 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 “Exceptional” 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

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.