Briita, NHC Referral Coordinator

When your provider at NHC recommends that you see a specialist or get medical imaging, what happens next? That’s where our Referral Coordinators step in. Their job is to ensure you get the care you need—at the right place, with the right insurance, and on time.

Briita, an NHC Referral Coordinator, shares what referral coordinators do. She explains how they help patients and why their services matter.

What is a Referral?

A referral happens when your provider sends you to a specialist or another healthcare service. This is for care that goes beyond regular check-ups. A referral might be for imaging, like X-rays or MRIs. It could be for physical therapy or a specialist, such as a heart or skin doctor.

What Does a Referral Coordinator Do?

A Referral Coordinator’s day is tracking, verifying, and ensuring smooth patient referrals. Their primary responsibilities include:

• Processing referrals from NHC providers to specialists, imaging centers, or diagnostic labs.
• Verifying insurance coverage to avoid unexpected costs or out-of-network issues.
• Coordinating with outside offices to ensure referrals are received and scheduled.
• Following up to make sure patients complete their appointments.

Each Referral Coordinator at NHC specializes in a different area. Briita specializes in imaging referrals (like X-rays and ultrasounds). Others manage mammograms, MRIs, CT scans, and specialty referrals like cardiology and dermatology. Some focus on internal referrals within NHC, such as dental or behavioral health.

With 100 to 200 referrals placed daily, this 10-person team is busy. They ensure NHC patients receive the care they need without unneeded delays or confusion.

“Just like everyone else, our work never ends. There are always more referrals to process, more patients to help, and more follow-ups to track. It’s a nonstop process,” says Briita.

RELATED: How Referral Coordinators Make Specialized Care Simpler

The Biggest Challenges in the Referral Process

One of the biggest hurdles in referrals? Insurance coverage.

“Everything comes down to insurance,” Briita explains. “Making sure a patient’s insurance is active, knowing if they have more than one insurance, and finding a specialist that takes their insurance is key. If we don’t get that right, the patient could end up paying out-of-pocket or have to start over.”

Another challenge? Long wait times for specialists. Some specialty clinics, like neurology, have limited providers and long appointment waitlists.

“Neurology is really difficult right now,” she says. “Some clinics are turning away headache referrals because they have to prioritize seizure patients. It’s frustrating, but we do our best to find another option.”

Sometimes, the biggest issue is contacting the patient after sending a referral.

“We check on urgent referrals at least every two weeks and routine ones every month. But if we don’t hear back from a patient or the specialist can’t reach them, that can slow everything down. We’ll try sending reminder letters or notifying their provider to bring it up at their next visit.”

How Patients Can Make the Referral Process Smoother

While Referral Coordinators handle most of the heavy lifting, patients can help make the process smoother by:

• Knowing your insurance network – For example, do you have Providence, Legacy, or OHP? This helps coordinators find in-network providers faster.
• Answering phone calls – Many specialists call directly to schedule; missing calls can delay appointments.
• Checking MyChart (if available) – Many referral updates can be found online.
• Reaching out if there’s a delay – If you haven’t heard about your referral, call NHC’s referral team. They can check on the status and follow up if needed.

“Ideally, patients would know which hospitals and specialists their insurance coverage. Like whether they’re in-network with Providence or Legacy. But most patients don’t know that, so we help figure it out for them,” says Briita.

NHC Referral Coordinators: Here to Help

If you ever feel lost in the referral process, know you’re not alone. NHC’s Referral Coordinators are dedicated to helping you. They'll navigate the system, find the right specialists, and schedule your appointments.

“If we can find you a resource, we’ll do our best to do so,” Briita says. “For things like mammograms, we have programs to help uninsured patients get low or no-cost care. The same goes for some gynecology services and cancer screenings. If there’s a way to make it happen, we’ll find it.”

NHC’s Referral Team works with providers to avoid unneeded delays.

“One thing that helps is when providers include detailed notes in the referral, especially for imaging. Some places get specific about what they need. For example, an order for an ultrasound of the scrotum isn’t the same as an ultrasound of the groin. Those need to be separate referrals. We try to catch those details so they don’t get sent back and delay care.”

NHC’s Referral Coordinators work behind the scenes to smooth the referral process. They rely on a strong team, an organized system, and a deep commitment to patient care.

When your provider makes a referral, NHC’s Referral Coordinators work hard to get you the care you need. And if you have any questions, don’t hesitate to reach out! They’re happy to help.