The Referral Management Coordinator maintains high standards for quality and an exceptional patient experience in accordance with Concentra’s policies, procedures and applicable regulations. Processes referrals requests and authorizations while working closely with physicians, employers and payors. Customer service is a top priority to achieve a positive impact on the cost and quality of care rendered to injured employees. First point of escalation for all case related issues requiring guidance. Responsible for daily completion of assigned patient referrals, while meeting production requirements. Reviews, processes and supports Specialist referral requests by Concentra sites as defined by the market. Obtains authorization for Specialist referrals and schedules appointments accordingly. Ensures that appropriate networks and Concentra Advanced Specialists are used when applicable. Provides all necessary information such as medical records, prescriptions, etc. to payor. Communicates with stakeholders, payor, employer, and patient as appropriate. Records all appropriate information via OA/CR module of OccuSource per Concentra policy. Builds relationships with provider, employer and payor communities. Identifies trends or patterns in missed capture and opportunities to gain capture; communicates these ideas and trends to Lead and Supervisor. Handles calls according to the call guidelines of the department. Participates in quality assurance processes including but not limited to the audit program, case reviews and training sessions.