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Midwestern University Referral and Medical Records Coordinator- AZ- Eye Institute in Glendale, Arizona



The Referral and Medical Records Coordinator assures that all referrals are managed effectively and efficiently; Provides high-level customer service to patients and internal/external referring providers. Provides efficient and timely release of Medical Records. Efficiently processes incoming medical records. This position reports to the Clinic Manager for the Eye Institute.

Essential Duties and Responsibilities:

  • Assures all referrals are handled effectively and efficiently.

  • Collaborates with referring physician offices to ensure referral forms are completed appropriately.

  • Enters necessary referral and authorization information into applicable database.

  • Retrieves medical records and critical information from referring provider(s) prior to patient office visits; ensures that all necessary laboratory, imaging test results, and medical records are obtained.

  • Sets patient appointments from incoming referrals and answers any patient questions regarding referrals.

  • Ensures that letters/records have been sent out to providers who have referred patients into the Eye Institute.

  • Demonstrate and apply knowledge of medical terminology, high proficiency of general medical office procedures including HIPAA regulations.

  • Handles all outgoing referrals to outside providers. This includes setting appointments and then collecting and delivering all appropriate medical record information to the outside provider.

  • Communicates with referring MWU optometrists in order to understand the nature and urgency of the referrals they are making.

  • Outside referrals are to be carefully tracked so that we ensure that the patient makes their appointment and letters describing the results of the referral are obtained. The employee must communicate all results back to the MWU optometrist who made the referral. Tracking shall continue until the referral is considered to have been closed-out as determined by Eye Institute protocol.

  • Creates periodic reports for both providers and administration to monitor the referral process.

  • Helps to write/distribute letters to patient’s Primary Care Providers when requested.

  • Processes incoming and outgoing medical records.

  • Collaborates with Clinical Consultant to ensure compliance for all faculty in sending and receiving electronic referrals through the Health Information Exchange.

  • Perform follow up communications with patients who fail to keep appointments. Send certified letters when appropriate to ensure patient compliance with follow up schedule.

  • Demonstrates the skill of effective communication, decision-making and organization to ensure efficient job performance and job success.

  • Daily work is accomplished with minimal direct supervision.

  • Work priorities are set in order to accomplish task/goals

  • Confidential matters are handled appropriately.

  • Familiarity with current ICD-10 and CPT codes is demonstrated.

  • Sound judgment is consistently demonstrated as to when to involve physician or other health care professions in the pre-authorization or denial process.

  • Provides high-level customer service to both referring physicians as well as referred patients.

  • Provides initial “meet and greet” services over telephone to patients and physicians.

  • Establishes positive relationships with referring physician offices and offices to which we will refer.

  • Follows-up with patients after appointments to better understand the experience from the patient’s perspective.

  • Creates customer service reports detailing this information.

  • Assists with operational patient flow as applicable; performs problem solving.

  • Directs and assists patients, families, and staff in accessing appropriate resources.

  • Develops tools to assess patient referral processes with respect to efficiency and customer service.

  • Maintains current working knowledge; adheres to Eye Institute departmental policies and procedures.

  • Patient demographic and additional identifying information are verified appropriately.

  • Required tasks and database information, not completed during intake are accurately completed prior to forwarding case.

  • Additional administrative tasks may include the following:

  • Scan and index electronic medical records

  • Respond to medical records release requests by telephone

  • Order equipment/supplies to maintain sufficient inventory

  • Train other employees on processing medical records

  • Other duties as assigned

Supervisory Responsibilities:

This job has no supervisory responsibilities


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Must be able to work in a constant state of alertness and safe manner. Must have regular, predictable, in-person attendance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

High School diploma or GED equivalent is required. Must have 4-6 years of experience as front or back office assistance dealing with insurance companies and ICD-10 coding; must have knowledge of different referral provider types in the medical field; A diploma/certificate from an accredited school of medical record management/medical office assistant/etc. or a minimum of 2 years’ medical record management experience is required. Proficiency in ophthalmologic/optometric terminology preferred.

Computer Skills:

Computer proficiency in MS Office (Word, Excel, Outlook) Proficiency in NextGen E.H.R. preferred.

Language Skills:

Intermediate skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Bilingual in English and Spanish is preferred.

Reasoning Ability:

Intermediate skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Mathematical Ability:

Basic skills: Ability to add, subtract, multiply, and divide all units of measure using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to interpret bar graphs.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently required to stand, walk, use hands to handle or feel, reach with hands and arms, talk and hear. The employee is occasionally required to sit. The employee must frequently lift and /or move up to 10 pounds and occasionally life and/or move up to 25 pounds.

Midwestern University is an Equal Opportunity/Affirmative Action employer that does not discriminate against an employee or applicant based upon race, color, religion, gender, national origin, disability, or veterans status, in accord with 41 C.F.R. 60-1.4(a), 250.5(a), 300.5(a) and 741.5(a). Midwestern University complies with the Smoke-Free Arizona Act (A.R.S. 36-601.01) and the Smoke Free Illinois Act (410 ILCS 82/). Midwestern University complies with the Illinois Equal Pay Act of 2003 and Arizona Equal Pay Acts.




  • High School or better



  • Diploma/certificate from an accredited school of medical record management/medical office assistant/etc. or a minimum of 2 years’ medical record management experience is required

  • Knowledge of different referral provider types in the medical field

  • 4-6 years of experience as front or back office assistance dealing with insurance companies and ICD-10 coding

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)