Referral Intake Specialist, 40hr - Days, **Benefits Start Day One**

Location: Winchester, MA
Job ID: 176351-1A
Date Posted: Jun 15, 2022
Category: Specialist

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Job Description

Welcome To

Welcome to Winchester Hospital, part of Beth Israel Lahey Health. Winchester Hospital was the first hospital in Massachusetts to earn Magnet recognition, the American Nurses Association’s highest honor for nursing excellence, three times. It has since received the recognition a fourth time. As the northwest suburban Boston area’s leading provider of comprehensive health care services, the 229-bed facility provides care in general, bariatric and vascular surgery, orthopedics, pediatrics, cardiology, pulmonary medicine, oncology, gastroenterology, rehabilitation, radiation oncology, pain management, obstetrics/gynecology and a Level IIB Special Care Nursery.


About the Job


The individual will contribute to the Hospital’s mission by reporting to the Manager of Managed Care and Referrals. The individual will be responsible for performing administrative tasks to make recommendations to people in need of specialty services in the BILH/WinPHO network of physicians, as well as relaying important information to appropriate departments and teams. The candidate must have excellent customer service skills, strong communication skills, and highly organized, and have the ability to process information quickly and accurately.



Education Required:

· Bachelors degree or equivalent AND one year of experience in a health care setting (OR)

· Three (3) years of health care referral management, medical secretary, or equivalent experience.


Education Preferred:

· Managed Care Referral Management Experience


Other Skills/Knowledge


· Demonstrates a strong patient and/or Customer focused drive

· Adaptability to different personality types

· Strong written and verbal, phone communication skills, along with active listening

· Prioritize and manage multiple tasks to meet consumer demands

· Electronic filing and documentation skills

· Ability to problem solve and synthesize information quickly

· Ability to work independently

· Proficient in Microsoft Word and basic knowledge of Microsoft Excel

· Proficient with Microsoft or Google email platforms



· Experience in processing referrals, or referral or prior authorization management

· Experience with EPIC EMR



Ability to manage large volumes of inbound phone calls from the central referral line in a timely manner.

· Manage voicemail return calls in a timely manner.

· Respond to in-basket EMR, portal, and email inbox messages in a timely manner

· Create new referral orders upon patient request per protocols

· Keep records of all conversations in our EMR database.

· Verify and Update Insurance Eligibility

· Meet personal/team call volume and referral redirect targets and goals.

· Reliable and dependable to present in the office daily as the point person for all inbound referral calls.

· Ability to complete an intake form with all appropriate information needed to accurately and efficiently process a referral.

· Knowing where to route messages appropriately (via the EMR portal, email, phone, fax) to the appropriate team to ensure proper review or processing of the referral.

· Follow communication scripts for referral criteria when handling different topics.

· Identify the needs of the patients, clarify information, research each issue and provide solutions and or alternatives.

· Consistently educate patients on the network referral criteria whenever possible.

· Attend and contribute to department meetings to improve knowledge and performance levels.

· Build relationships with practices and engage patients by taking the extra mile.


Shift: Days

Hours: Fulltime; 40 hours weekly

About Us

Beth Israel Lahey Health is dedicated to improving health and wellness and making a difference in the lives of our patients, their families and all members of the communities we serve.  Formed in March 2019, Beth Israel Lahey Health is a patient-centered, integrated care delivery system providing a continuum of services spanning academic, tertiary and community hospitals, dedicated orthopedic and psychiatric hospitals, primary and specialty care, community acute care, ambulatory care, behavioral services and home health.  Beth Israel Lahey Health Performance Network is a unified joint contracting and population health management organization, jointly governed by participating physicians and hospitals.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.