Under supervision of the Centralized Authorization and Referrals Supervisor, supports patient care in an inbound high volume call center environment seeking to provide a positive experience for each call. Answers incoming phone calls related to authorization and referrals and assists in the coordination of care for patients that are referred to a specialist and/or other services. Acts as a resource for patients and staff with authorization and/or referral related questions/problems requiring resolution. Carries out all duties while maintaining compliance, confidentiality, and promoting the mission and philosophy of the organization. ESSENTIAL FUNCTIONS - Answers incoming phone calls related to authorizations and referrals, adhering to schedule with assigned breaks and lunches. - Maintains basic understanding of insurance authorization and/or referral requirements. - Understands and communicates important authorization and/or referral information to patient and/or specialist in a timely manner. - Responsible for coordinating medical record information for transmission to specialist's office. - Responsible for creating authorization and referral requests as needed. - Coordinates with Primary Care Offices and Specialty offices as needed. - Works efficiently with all departments to promote teamwork within the organization. - Attends Authorization & Referral Meeting regularly. - Informs management of any issues causing a delay in process. - Adheres to all company policies, including but not limited to, OSHA, HIPAA, compliance and Code of Conduct. - Regular and dependable attendance. - Follows the core competencies set forth by the Company, which are available for review on CM - Sweb. OTHER DUTIES AND RESPONSIBILITIES - Involvement in organizational development through meeting attendance and committee involvement. - Responsibilities occasionally may require an adjusted work schedule, overtime, and evening/weekend hours in order to meet deadlines. - Performs other duties as assigned. QUALIFICATIONS Education and Experience Required: High school diploma or equivalent. Six (6) months or more experience working in the office of a healthcare related facility. Preferred: Previous experience in insurance authorizations. Previous experience in a high volume customer service environment and/or experience with Avaya phone system a plus. AND Knowledge, Skills and Abilities - Strong knowledge in business office functions and ability to serve as a resource to staff. - Knowledge of medical insurance. - Knowledge of medical terminology. - Strong communication and interpersonal skills. - Excellent computer and keyboarding skills, including familiarity with Windows and Adobe products. - Excellent verbal and written communication skills. - Ability to adhere to an assigned schedule with little deviation. - Manual dexterity and sitting is required in carrying out position. - Ability to provide excellent customer service. - Ability to troubleshoot basic system issues. - Ability to analyze problems, make decisions, and manage conflict. - Ability to engage others, listen and adapt response to meet others' needs. - Ability to align own actions with those of other team members committed to common goals. - Ability to manage competing priorities. - Ability to perform job duties in a professional manner at all times. - Ability to understand, recall, and communicate, factual information. - Ability to understand, recall, and apply oral and/or written instructions or other information. - Ability to organize thoughts and ideas into understandable terminology. - Ability to apply common sense in performing job. Work Schedule: Monday - Friday 8 AM - 5 PM. Remote Opportunity once in person training is completed.