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Posting Details

Posting Details

Job Category Clerical
Posting Number 20172358
Position Status Active-Full-Time
Positions Supervised
Customer Service Statement

CUSTOMER SERVICE: Demonstrate adherence to the Group’s Customer Service Standards designed to support the mission of USF Health: enhancing life by improving health through research, education and healthcare. Our commitment is to improve the full spectrum of health, from the environment, to the community, to the individual. Together, through talent and innovation, USF Health is developing real-world solutions to reach our shared value – making life better.

Position Summary

Serves as the point of contact for patients being referred to USF Health to schedule provider referred appointments/services within the practice plan. Screens and processes internal referrals generated by USF Health or outside providers.

Develops and maintains an effective filing system/database for Referral Services, which includes provider bios, new patient history information, maps, etc. Works closely with clinical and secretarial staff to ensure appointments are scheduled promptly and correctly. The primary focus of this position is to provide excellent customer service to physicians and patients referred for appointments/services at USF Health.

Position Requirements

Education: High school graduate, or equivalent

Experience: Proficiency with Windows operating systems. Two years healthcare experience is preferred. Prefer experience with Microsoft applications: Excel, Word, Outlook; iObserver and EPIC.

Skills: Ability to present a professional image with excellent communication skills and professional appearance. Typing/keyboard (30 wpm). Ability to accurately perform and process more than one work activity at a time. This position requires strong interpersonal skills in order to effectively work with physicians, nurses, academic staff and patients. Candidate must possess skills that are detailed oriented with high level of accuracy and professionalism.

Preferred Attributes: Requirements reflect the minimum level necessary to be eligible for this position. Equivalent combinations of education and experience may be considered.

Customer Service Performance

CUSTOMER SERVICE PERFORMANCE EXPECTATIONS: Courteous and helpful behavior towards patients, physicians, coworkers and external customers; professional and efficient verbal and written communications; accomplishing tasks through teamwork and initiative; and ensuring a timely and thorough response to complaints and/or critiques, and anticipating the needs of all you come in contact with.

Physical Demands
Special Instructions to Applicants
Work Schedule Summary

Specific Duties and Responsibilities

Percentage 60

Performs functions of requesting, receiving and tracking patient referrals for all departments/divisions within USF Health. Enters information into EPIC with accuracy and completeness. Investigates any incomplete referral information:
• Work with RCO staff if authorizations are required for patient appointments.
• Develop and maintain database documenting complete referral information with monthly reporting requirements.
• Research existing databases to determine if records will be required for the patient appointment. Assist patients in obtaining any outside records/films that may be required for referred visit.
• Work with clinical staff to ensure a timely appointment is scheduled. Report any delays in appointment scheduling to Clinical Operations Manager.
• Manage current scheduling guidelines for USF Health providers to ensure patient is scheduled with appropriate healthcare provider, either by diagnosis, age restrictions, etc.
• Communicate unexpected events to manager.
• Monitor and track number of arrived, rescheduled and no show appointments. Monthly reporting required.
• Communicates with physicians, nurses and administrative staff within USF Health on appointment status.

Percentage 20

• Maintains equipment necessary for processing referred appointments. Reports problems in a timely and appropriate manner.
• Identifies and routes patient appointment information to the correct recipient. May require computer database research and/or telephone calls.
• Interacts with physicians, nurses and administrative staff as needed.

Percentage 10

Performs clerical duties for Referral Services department, including:
• Answers, screens and routes phone calls from physicians, nurses, administrative staff, internal and external ancillary support areas, departments, hospitals and academic offices and others.
• Records information accurately and completely.
• Responds to calls in a timely manner. Routes misdirected calls appropriately.
• Processes incoming and outgoing mail on a daily basis.
• Develops and maintains an effective and accurate filing system for the department.

Percentage 5

Assists Clinical Operations Manager with urgent referrals as needed. Reports/performs maintenance in a timely and accurate manner.

Percentage 5

Performs other duties as requested.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a High School Diploma or Equivalent?
    • Yes
    • No

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter
  2. Letter of Recommendation 1
  3. Letter of Recommendation 2
  4. Letter of Recommendation 3