At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

Position Summary: The Regional Referral Specialist acts as the primary liaison between physicians, hospitals and other care providers who seek to refer, schedule or transfer patients within CMHC affiliate and non-affiliate hospitals and providers. Assures referrals are handled efficiently based on patient needs and severity. Work will involve clinical information intake and processing, facilitation of direct communication between providers, and arrangement of transfer modality and intensity. Provides switchboard support. Works collaboratively with providers and patients to ensure seamless regional shuttle services.

Duties and Responsibilities:
Demonstrates Competency in the Following Areas:
1. Collect complete and accurate patient referral data.
2. Collects data as requested by Receiving Physician, Specialist or House Supervisor.
3. Updates missing data elements as the information becomes available.
4. Reviews patient medical records on a need-to-know basis only and maintains patient confidentiality at all times.
5. Schedules riders on the Shuttle
6. Communicates effectively with shuttle patients, drivers and providers.
7. Verifies all data requests are appropriate with the Connect manager.
8. Participates in research activities as requested by the Chief Medical Officer, and the Connect Program Manager.
9. Participates in professional development to assure competency in skills and knowledge necessary for job requirements.
10. Works collaboratively with the Medical Records Department and Central Registration in obtaining data, insuring coding accuracy, and maintaining confidentiality of patient records.
11. Identifies quality management issues and refers them to the Connect Program Manager.
12. Provides accurate and timely communication, both written and verbal regarding projects, data, patient information, and in response to internal and external customers.
13. Identifies when assistance is needed and demonstrates the self-confidence to request as needed.
14. Demonstrates being self-directed. Identifies program needs and searches out solutions to discuss with Connect Program Manager.
15. Demonstrates ability to work effectively as a multidisciplinary team member. Supports and assists team members in all activities.
16. Communicates in an effective and efficient manner with all coworkers, patients, and physicians; maintains proper civility and respectfulness in all spoken and written communications.
17. Maintains patient privacy.
18. Maintains policies and procedures established by the department.
19. Enhances professional growth and development through participation in educational programs, current literature, in-service meetings, and workshops; shows responsibility for ongoing education.
20. Performs other related duties as assigned or requested.
21. Demonstrates ability to work with key constituents in acute care hospitals and the EMS network.
22. Acts as a consultative resource for regional referral requests.
23. Participates in region-wide collaborative quality improvement of the entire scope of CMMC Connect.
24. Facilitates cooperation between provider, clerical and clinical functions of the referral process.
25. Ensures the appropriate transfer of medical records and data necessary for facilitation of regional referrals to CMMC.
26. Customer Service: Interacts with all individuals in a consistent manner, providing attention, support, and assistance to foster an environment of exceptional personal service.
a. Maintains a pleasant and helpful demeanor, and presents a professional appearance toward all internal and external customers at all times.
b. Consistently initiates interaction to provide assistance to individuals who may not be direct customers of the employee (i.e. asks patients who appear to be lost if they need assistance in finding their way).
c. Takes appropriate action to recover from a service difficulty, ensuring that the necessary action is taken to affect a resolution to the customer’s problem.
d. Conducts all work activities with respect for coworkers, including the maintenance of a pleasant and professional environment, fostering calmness during stressful situations.
e. Interacts with supervisory personnel in a professional, supportive and courteous manner, venting emotions appropriate to time and place.
f. Demonstrates a commitment to service by consistent attendance and punctuality, scheduling absences according to departmental requirements, and incurring unplanned absences only when unavoidable circumstances exist.

Organizational Requirements:
27. Adheres to dress code, appearance is neat and clean.
28. Completes annual education requirements.
29. Maintains regulatory requirements.
30. Reports to work on time and as scheduled, completes work within designated time.
31. Wears identification while on duty, uses computerized punch time system correctly.
32. Completes inservices and returns in a timely fashion.
33. Attends annual review and department inservices, as scheduled.
34. Attends at least ____ staff meetings annually, reads and returns all monthly staff meeting minutes.
35. Represents the organization in a positive and professional manner.
36. Actively participates in performance improvement and continuous quality improvement (CQI) activities.
37. Complies with all organizational policies regarding ethical business practices.
38. Communicates the mission, ethics and goals of the facility, as well as the focus statement of the department.
39. Confidentiality: Maintains confidentiality of information at all times.
a. Consistently maintains confidentiality of all information gained during the course of employment, respecting the privacy of others.
b. Understands and maintains the confidentiality of information communicated directly from the supervisor, including discussions of a counseling nature.
c. Follows policies and procedures related to medico legal matters, including confidentiality, amendments of medical records, patient rights, medical records as legal evidence and informed consent
d. Copies records according to policy, assuring the appropriateness of the individual requesting information from the record prior to copying, faxing, or phoning any portion of the record.
40. Safety: Demonstrates an understanding of fire and electrical safety, infection control, body mechanics, and related areas, as appropriate to position.
a. Attends mandatory in-services on fire safety, electrical safety, infection control, and body mechanics. Successfully completes competency-based training in each area.
b. Follows all employee health procedures, incident reporting, and infection control requirements at all times, as appropriate to the position.
c. Uses proper body mechanics at all times as required by the physical demands of the position.
d. Maintains a safe work environment and performs duties of the position in a manner consistent with ensuring the safety of self and others.
e. Identifies safety needs in areas outside own work environment, recommending corrective action as appropriate.
41. Expense Control: Performs job duties in a manner that maximizes expense control.
a. Uses supplies, equipment, and utilities in an expeditious manner
b. Consistently recommends methods to control costs while maintaining a high degree of customer service.
c. Performs job tasks efficiently and effectively resulting in no unplanned overtime.

Regulatory Requirements:
• EMT-1 or EMT-P license are required. Strong communication skills are a must.

Language Skills:
• Able to effectively communicate in English, both verbally and in writing.
• Strong written and verbal skills.
• Strong customer service/phone based skills
• Additional languages preferred.

Skills:
• Moderate computer skills.
• Knowledge of EMS systems and or critical care experience

Physical Demands:
• For physical demands of position, including vision, hearing, repetitive motion and environment, see following description.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising client care.

If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!