The Referral & Care Coordination Specialist supports organization-wide patient access for all Primary Care practices with a concentrated focus on new patient scheduling, registration accuracy, referral processing, and work queue management.
This role is dedicated to centralized access workflows, ensuring timely entry into care, regulatory compliance, and consistency across sites. The position serves as a key operational partner to Primary Care leadership, providers, and centralized services to optimize schedules, reduce delays, and improve patient experience.
Schedule: Must be able to work the following schedule onsite in Stamford, CT Monday -Friday 7:45 am - 4:15 pm
As a Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent to improve our workforce and support our mission, to that end we offer:
MAJOR ACCOUNTABILITIES / CRITICAL RESPONSIBILITIES:
New Patient Scheduling & Registration (phone-based)
Serves as a primary resource for new patient access across all Primary Care sites.
Utilizes New Patient Scheduling Pool Solutions to schedule appointments in accordance with provider templates and department protocols ensuring schedule optimization.
Completes and verifies new patient registration, ensuring demographics, insurance, and contact accuracy prior to appointments.
Resolves complex scheduling scenarios and eliminates access barriers as appropriate.
Ensures a consistent and professional phone experience aligned with organizational service standards.
Work Queue Management (NSA & Registration)
Owns and actively manages assigned Epic Work Queues, including Estimates and Pre-Registration work queues.
Ensures timely completion and documentation to support regulatory compliance and minimize patient billing risk.
Identifies and resolves incomplete registration, missing insurance, or documentation gaps prior to visits.
Collaborates with clinical and administrative teams to address work queue backlogs and workflow inefficiencies.
Monitors trends and recurring issues, escalating systemic concerns to leadership.
Monitors and acts on MyChart New Patient appointment request work queues for ease of care coordination and market integrity.
Referral Management & Coordination
Manages incoming and outgoing referrals for Primary Care from internal and external sources.
Reviews referrals to completeness, practice protocols, and payer requirements.
Coordinates scheduling of referred patients to ensure timely access to care.
Communicate with referring offices and internal teams to resolve missing information delays.
Ensures accurate referral documentation and tracking within Epic.
Initiates outgoing referral authorization and coordinates initial consultation within specialty service line.
Initiates outreach for patient panel retention as part of physician off-boarding checklist.
Training, Standardization & Operational Support
Cross-training across all SHMG Primary Care sites to ensure understanding of scheduling protocols and department workflows.
Acts as a workflow resource for patient access, referral, and registration processes.
Supports onboarding and training of new staff as assigned.
Assists leadership with process standardization and continuous improvement initiatives.
Maintains strong knowledge of policies, referral protocols, and regulatory requirements.
QUALIFICATIONS/REQUIREMENTS:
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Stamford Health is a non-profit healthcare system providing a wide range of medical services and patient care.