Referral Specialist

1 month ago

Toronto, Canada University Health Network Full time

**REFERRAL SPECIALIST**

**Job Posting #**:921721

**Union**:Non-Union.

**Site**:TRI Rumsey Centre

**Department**:Rumsey Cardiac

**Reports to**:Manager, Program Services

**Hours**:37.5 hours per week

**Wage range or Salary**:$21.81 - $27.76 per hour: To commensurate with experience and consistent with UHN compensation policy

**Status**: Permanent Full-time

**Posted Date**:January 25, 2024

**Closing Date**:February 8, 2024

The University Health Network, where “above all else the needs of patients come first”, encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of “Transforming lives and communities through excellence in care, discovery and learning”, the University Health Network (UHN), Canada’s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

**Position Summary**

As an integral member of team, the Referral Specialist is responsible for the overall processing and coordination of patient referrals from first point of contact. The Referral Specialist is responsible for scheduling assessment(s) with the appropriate healthcare discipline(s) / departments within a well-defined period-of-time including arranging interpretation. The Referral Specialist is also responsible for handling and efficiently responding to inquiries from patients, healthcare professionals, and referring agencies/insurance companies/customers; overseeing referrals received, coordinating medical assessments and contacting customers related to service queries that arise.

**Duties**
- Provides exemplary and timely customer support to internal and external stakeholders primarily by phone, electronic mail and Epic
- Guides requests through the established processes, including fielding questions and escalating requests as required
- Conducts a full file review and processes the referral in multiple systems
- Creates a profile for clients in multiple internal and customer systems, reviews files and ensures consistency and accuracy based on information provided
- Communicates and updates any changes in scheduling
- Ensures all portions of assessments are completed and are done so with an acceptable cycle time
- Triages referrals - reviews the entire medical documentation files; appropriately triages referral to determine type of assessment(s) required within 24-48 hours; single or multiple assessments may need to be appropriately identified, referred and booked; collaborates with the Services and Clinical Intake Coordinators
- Works together with team of Referral Specialists to ensure the daily functioning of the administrative office, including answering phones and addressing patient questions, and checking patients in at the front desk.
- Coordinates with the AH team, healthcare professionals, UHN and across all AH sites regarding referrals and service provision (Booking)
- Provides input on process improvements to leadership
- Performs cross-functional duties, as assigned or requested, consistent with the job classification
- Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contravention’s of the Act, in a timely manner

**Qualifications**
- Strong computer skills to adapt to various IT environments; including advanced keyboarding and advanced knowledge of Excel and Word is required
- Excellent communication and interpersonal skills to deal effectively with medical professionals, insurance adjusters, claimants, and colleagues
- Knowledge of medical terminology and medical disciplines is an asset
- Excellent analytical, critical thinking and deductive reasoning skills to interpret information, and identify specific areas that require further investigation
- Effectively document all relevant events in a timely and efficient manner as cases develop with an advanced attention to detail
- Extremely well-honed organizational skills to prioritize day-to-day activities to allow efficient and effective progress of file management activities
- Ability to multitask, work within service level agreements, and deal effectively with ambiguity in a highly time sensitive and fast paced environment
- Self-directed, goal-oriented and able to manage time and priorities with mínimal supervision

**Why join UHN?**

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that mak

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