Case Manager - Referrals

Description Shape Your Future. Serve Your Community. Build Your Career with Palms! What Life Working at Palms Looks Like: Mission and Meaningful Work: PMG is a not for profit, Federally Qualified Health Center (FQHC). That means it’s focused on serving underserved populations, offering affordable primary care and preventative services. For many people, that makes the work feel meaningful. Stability & Growth: PMG has been around for a long time (since 1971) and we are still expanding!

Comprehensive Services & Variety: We offer a wide array of services – family medicine, pediatrics, dental, behavioral health, prenatal care, etc. – So working here gives exposure to different patient populations, conditions and settings. Patient-Centered, Community Focus: PMG emphasizes accessible care (same day scheduling, weekend appointments, bilingual staff) and works in communities throughout North Florida. It is also a Patient Centered Medical Home (PCMH), meaning there’s an emphasis on continuity of care, relationships with patients, etc. Culture & Community: Many reviews say that PMG has a “friendly, compassionate, professional” environment.

There is pride among the staff in giving back to the community. Perks: Competitive Wages Comprehensive Health Coverage: Medical, Dental and Vision Insurance Professional Development Opportunities Employee Assistance Programs Company Paid Life Insurance 401k with 5% Match 11 Paid Holidays 20 Days PTO Recognition and Rewards Community Impact Position Summary The Case Manager is responsible for delivering exceptional customer service and ensuring the accurate, timely, and thorough coordination of patient referrals. This role supports continuity of care by managing referral workflows, securing authorizations, and serving as a liaison between patients, providers, and external specialists.

The Case Manager also identifies community resources and supports patients in overcoming barriers to care. Description of Primary Responsibilities 1) Customer Service a) Provide professional and courteous support to patients in accordance with Palms Medical Group within his/her field of training in accordance with stated policies and procedures of PMG. b) Answer, screen and route telephone calls promptly and professionally (within 3 rings). c) Operate a multi-line phone system efficiently, including transferring calls, managing voicemail and navigating queues). d) Document phone interactions in the EHR. e) Maintain a working knowledge of all PMG departments and services.

2) Referral Coordination a) Follow standardized referral policies and workflows b) Prioritizes referrals based on urgency and organizational goals c) Ensures complete and accurate demographic, insurance information and clinical information is submitted to specialists d) Communicate referral details and expectations to both providers and patients. including next steps and contact e) Ensure all necessary consents are obtained or coordinated f) Process incoming and outgoing…

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