Job Description
Department Overview The Referral Coordinator is responsible for the intake, triage, validation, and accurate processing of externally referred patient care requests received for OHSU ambulatory clinics and diagnostic services. This role is often the first step in the care process for patients beginning care at OHSU, serving as a critical point of entry into the health system and supporting timely, accurate, and appropriate access to care and services.
The Referral Coordinator reviews referral documentation submitted by external providers, which may include medical diagnoses, procedures, imaging or diagnostic testing requests, urgency indicators, and supporting clinical records. Using established intake criteria, diagnosis and referral matrices, and department workflows, this role independently determines referral completeness, urgency, and appropriate routing within OHSU's electronic medical record (Epic).
This position requires regular interpretation of medical terminology and ICD10 diagnosis codes, application of intake rules, and precise documentation to support patient safety, regulatory compliance, and continuity of care. While this role does not provide direct clinical care, the work performed directly impacts patient access, clinic workflow, and the timely delivery of care.
The Referral Coordinator functions as a member of the Ambulatory Access Services department, supporting centralized access, outpatient clinics and diagnostic services from the point an external referral is received through referral entry and routing for scheduling and clinical review.
Function/Duties of Position Referral Intake, Triage, and Processing
- Receive, review, and process incoming referrals and related documentation from external providers using Epic and various referral sources.
- Validate referral completeness, including required patient demographics, referring provider information, diagnoses and/or procedures, requested services, and supporting documentation (as needed).
- Interpret referral documentation containing medical terminology, diagnostic language, urgency indicators, and procedural requests.
- Review and enter diagnoses using ICD10 codes or approved free text selections when coded diagnoses are not provided.
- Apply established intake, diagnosis, and specialty specific referral matrices to determine appropriate clinic, specialty, diagnostic department, or program routing.
- Assess and assign referral priority levels (routine, urgent, emergent) based on referring provider documentation and intake standards.
- Create and manage referral records in Epic,
- ensuring accurate selection of referral type, department, location, and point of service.
- Attach referral documentation to the correct Epic referral, confirming accurate patient identification using required identifiers.
- Identify incomplete, misdirected, or inappropriate referrals and route them to the appropriate workflow for resolution, exercising independent judgment within established protocols.
Communication and Coordination
- Communicate with referring providers, clinic staff, internal stakeholders and rarely patients to obtain missing clinical information, diagnoses, procedure, or demographic
- details required to complete referral intake.
- Clarify referral intent, urgency, or destination when documentation is unclear or conflicting.
- Document referral intake actions, decisions, and discrepancies using standardized Epic communication notes and documentation tools.
- Escalate complex referrals, routing uncertainties, access barriers, or potential safety concerns to supervisors or designated leads in accordance with department protocols.
- Support the centralized access model for referral intake and
- scheduled patient care, contributing to efficient coordination and timely access to services.
Monitoring, quality, and continuous improvement
- Identify trends, workflow barriers, and quality concerns impacting referral accuracy, timeliness, or patient access.
- Report issues, challenges, and potential risks to leadership to support operational improvement and patient safety efforts.
- Participate in discussions related to optimizing intake workflows, referral accuracy, and Epic system performance.
Referral routing matrix maintenance
- Participate in the review and recommendation of updates to intake, diagnosis, and referral matrices to ensure accurate routing and alignment with clinic criteria.
- Validate matrix accuracy related to diagnostic terminology,
- procedures, clinic restrictions, and specialty workflows in collaboration with leadership.
Other duties as assigned
- Perform additional duties in support of Centralized Access Service operations as assigned.
Required Qualifications - Bachelor's degree plus 2 years' experience working in an ambulatory clinic, OR
- Associate's degree plus 4 years' experience working in an ambulatory clinic. OR
- High School diploma plus 6 years' experience working in an ambulatory clinic.
- Knowledge of multiple Ambulatory workflows.
Preferred Qualifications - Completion of a medical terminology course.
- Experience working in a centralized access center or medical referral management role
- Experience supporting patient scheduling workflows
- Appointment scheduling
- Previous referral management experience
- Experience in various ambulatory clinics or knowledge thereof
- Epic electronic medical record experience in an ambulatory or access-focused workflow.
- Proven experience performing detailed, high-volume work requiring accuracy and independent judgment.
- Demonstrated experience reviewing, interpreting, and processing medical documents, with the ability to identify document types, understand their purpose, and route them appropriately.
- Experience managing or processing referrals across multiple clinics or services.
- Experience working at a systems level while performing detailed, task focused work.
- Demonstrated interpersonal, communication, and problem-solving skills.
- Working knowledge of medical terminology, diagnoses, procedures, and diagnostic testing.
- Ability to interpret ICD10 diagnosis codes and clinical referral documentation.
- Proficiency in Epic referral workflows, including referral creation, appointment requests, diagnosis entry, documentation, and attachment management.
- Understanding of ambulatory specialty clinic structures and diagnostic referral workflows
- Knowledge of patient identification standards, confidentiality requirements, and HIPAA regulations.
- Ability to manage competing priorities in a high-volume environment while maintaining accuracy and compliance.
- Excellent verbal and written communication skills.
- Commitment to patient-centered access, service excellence, and equitable care delivery.
Additional Details - Monday-Friday business hours, shift to be determined. This is a work from home position. Prolonged computer use and electronic data entry. No regular exposure to hazardous materials.
- This position requires prolonged sitting and sustained computer use throughout the workday. Extensive keyboard and mouse use requiring fine motor skills. Sustained visual focus on computer screens and electronic documents for the majority of the workday, requiring continuous attention to detailed information. Ability to maintain concentration and attention to detail throughout the workday.
Why apply to OHSU? We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.
All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply.
To request reasonable accommodation, contact askhr@ohsu.edu
Job Tags
Remote work, Monday to Friday, Shift work