Referral Concierge Coordinator at Novant Health

Job Title: Referral Concierge Coordinator Location: Novant Health’s SC Physician Practices

General Summary: The Concierge Coordinator supports the seamless coordination of inbound referrals within Novant Health’s South Carolina physician practices. Working closely with the Referral Navigator, the Concierge Coordinator assists with intake, documentation, and communication with patients and external physician practices to ensure accurate and timely clinical integration. This position focuses on customer service, data entry, and administrative support to help patients navigate the beginning stages of the care coordination process.

Essential Job Responsibilities:

· Support the mission, values, and objectives of Novant Health by delivering an exceptional experience for patients and provider partners.

· Receive and log inbound referrals from external sources, including fax, phone, and electronic submissions.

· Review documentation for completeness and flag any missing or unclear information.

· Enter and update data in Athena, ensuring accurate capture of patient demographics, insurance, and other necessary details.

· Communicate with patients to confirm referral receipt, verify demographic and insurance information, and explain next steps.

· Coordinate with the Referral Navigator to prioritize care coordination requests based on urgency and scheduling needs.

· Maintain tracking spreadsheets or logs to monitor workflow and ensure timely handoff to Navigator.

· Act as the initial point of contact for external providers and practices, responding to basic inquiries and escalating complex requests to the Navigator.

· Prepare care coordination packets or internal messages for Navigator follow-up and scheduling.

· Assist with appointment coordination, reminder calls, and pre-visit documentation as directed.

· Ensure HIPAA compliance and protect patient privacy in all communications and record keeping.

· Help identify process improvement opportunities within the intake workflow.

· Perform other administrative or support duties as assigned.

Education:

· High School Diploma or GED required.

Experience:

· Minimum of 2 years working in a medical office, customer service, or administrative healthcare setting.

· Familiarity with referral processes and Electronic Health Records (Athena and/or Epic preferred) is a plus.

Skills & Abilities:

· Strong attention to detail with the ability to process documentation accurately.

· Professional communication skills, both verbal and written.

· Excellent customer service orientation with a compassionate, patient-centered mindset.

· Proficiency with basic office software (Outlook, Excel, Word).

· Comfortable working in a fast-paced, high-volume environment.

· Ability to collaborate effectively with a team and take direction well.

· Strong organizational and multitasking skills.

Performance Expectations:

· Respond to care coordination requests within 24 hours. Maintain accurate intake records with >98% data entry accuracy.

· Uphold Novant Health service excellence standards in all patient and partner interactions.