Patient Referrals Representative

  • 415 N Center St, Hickory, NC 28601, USA
  • Full-time

Company Description

Gastroenterology Associates, P.A. was founded in 1996 with 2 Physicians and 3 employees. We have grown over the last 20 years to a group with 8 board certified physicians, 3 Mid-level providers and over 70 employees. Our practice is the premier Gastroenterology group in the Hickory metropolitan area, providing care for patients from a multi-county area covering a 50 mile radius. We operate a state-of-the-art Ambulatory Surgery Center that has been recognized for outstanding quality by the American Society for Gastrointestinal Endoscopy (ASGE). Our ambulatory endoscopy facility is accredited by the Accreditation Association for Ambulatory Health Care (AAAHC) and each year performs several thousand endoscopy exams safely in a comfortable outpatient setting. In addition to providing excellent outpatient Gastroenterology care, all of our providers are affiliated with Catawba Valley Medical Center and Frye Regional Medical Center, where we provide inpatient services.

Job Description

JOB SUMMARY: Non-exempt position responsible for processing incoming referrals, schedule office recall appointments, answer phone calls, and process paperwork regarding patient appointments.

Department:  Front Office



EDUCATION: Required: High School Degree or equivalent. Some college preferred.

EXPERIENCE:  Previous medical office experience.




  1. Process incoming referrals.  

  2. Scan documents into electronic health records.

  3. Preparing letters for mailing to patients, referring providers and other facilities as needed.

  4. Filing documents as needed.

  5. Review tasks for pending follow up office visits.

  6. Process recalls for follow up office visits.

  7. Create and send letters to patients that do not make appointments.

  8. Contact provider to assure level of importance for follow up.

  9. Complete patient information forms (PIF) as needed for front office.

  10. Answer incoming calls and assist with checking in/out patients as needed.



  1. Knowledge of medical terminology.

  2. Knowledge of individual responsibilities to accurately direct callers.

  3. Knowledge of office computer systems, including electronic health records system.


  1. Ability to understand and interpret policies and regulations.

  2. Ability to use multi-line phone system, including transferring calls and paging.

  3. Adequate hearing to answer phone and speak with patients.

  4. Ability to speak clearly enough to be heard by callers and patients.

  5. Ability to interact with a variety of personality types.                               

  6. Ability to read and interpret medical charts.

  7. Ability to examine documents for accuracy and completeness.

  8. Ability to work under pressure.



  1. Elicits appropriate information to route calls to the appropriate person.

  2. Prevents, calms, or defuses irate callers and patients by working with them to identify concerns and properly directs calls.

  3. Ability to communicate in English language, both verbal and written.

Additional Information





                  Reports To: Front Office Manager

EQUIPMENT OPERATED: Standard office equipment including phone, computers, fax machines, copiers, printers, telephones, etc.

WORK ENVIRONMENT: Position is in well-lighted office environment.

MENTAL/ PHYSICAL REQUIREMENTS: Involves sitting approximately 90 percent of the day, walking or standing the remainder.