Ambulatory Access Center Representative (Finance)
The Referral Work Queue (WQ) Specialist is responsible for managing incoming and existing referral orders within the electronic health record (EHR) system, ensuring accurate and timely processing, scheduling, and follow-up. This role supports patient access, provider communication, and overall care coordination by reviewing, triaging, and resolving referrals in the work queue efficiently and in alignment with departmental standards and regulatory requirements.
At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.
As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.
UC Health is committed to providing an inclusive, equitable and diverse place of employment.Qualifications:
- High school diploma or equivalent required; Associate's degree in healthcare administration or related field preferred.
- 1-2 years of experience in a healthcare call center, scheduling, or referral coordination role preferred.
- Experience with electronic medical record systems (Epic strongly preferred).
- Strong attention to detail and organizational skills.
- Excellent written and verbal communication abilities.
- Ability to multitask in a fast-paced environment and meet productivity goals.
Skills & Competencies:
- Proficiency in medical terminology.
- Knowledge of insurance verification processes and referral requirements.
- Customer service-oriented with a professional and empathetic demeanor.
- Ability to navigate and work independently within work queues.
- Familiarity with metrics such as WQ aging, referral resolution times, and scheduling rates.
- Review and process referral orders within the EHR (e.g., Epic) Referral Work Queue.
- Verify insurance and patient eligibility for referred services.
- Schedule appointments according to clinical protocols and patient preferences.
- Document actions taken and communication in the patient chart to ensure continuity and compliance.
- Identify and escalate any barriers to scheduling or referral processing to appropriate leadership.
- Follow up on pending or incomplete referrals to ensure closure and timely patient care.
- Adhere to departmental performance standards related to referral turnaround times, scheduling accuracy, and customer service.
- Maintain confidentiality and comply with all HIPAA regulations.
- Review and process referral orders within the EHR (e.g., Epic) Referral Work Queue.
- Verify insurance and patient eligibility for referred services.
- Schedule appointments according to clinical protocols and patient preferences.
- Document actions taken and communication in the patient chart to ensure continuity and compliance.
- Identify and escalate any barriers to scheduling or referral processing to appropriate leadership.
- Follow up on pending or incomplete referrals to ensure closure and timely patient care.
- Adhere to departmental performance standards related to referral turnaround times, scheduling accuracy, and customer service.
- Maintain confidentiality and comply with all HIPAA regulations.
