For Marisol Hernandez and her colleagues in SFCHC’s Referral Department, every request represents more than paperwork or an appointment. It represents a patient who may be waiting for answers, treatment or reassurance during an uncertain time.
Hernandez has worked at SFCHC for three years and serves as referral and medical records supervisor. Although much of her team’s work takes place behind the scenes, she knows that a timely phone call or help overcoming an unexpected obstacle can make an important difference for patients and their families.
“My approach is simple,” Hernandez said. “I treat every patient with the same kindness, respect, compassion and empathy that I would want for my own family. We want patients to feel heard and reassured that they are not going through this alone.”
The Referral Department serves as a vital link between the care patients receive at SFCHC and the specialty services they may need elsewhere. The team includes five referral coordinators and one pre-op coordinator who assist with authorization approvals and pre-procedure coordination.
Once an SFCHC provider recommends specialty care, the department helps patients move from that referral to an actual appointment. Team members review the request, confirm insurance coverage, obtain authorization when necessary and send the appropriate medical information to the specialty office. They remain involved along the way – answering questions, providing updates and helping patients understand what comes next.
For some patients, getting to the next step in their care is not always simple. Transportation and language barriers, insurance concerns, work schedules or family responsibilities can make an already stressful situation feel overwhelming. Referral coordinators help ease that burden by connecting patients with resources that can help, such as interpreter and transportation services. They also follow up after specialty visits to obtain the physician’s recommendations and assist the patient’s SFCHC provider with coordinating any additional care.
Hernandez recalls a patient with a hip fracture who needed specialized treatment from an orthopedic surgeon. The patient had been offered a same-day appointment in Los Angeles. However, they had no way to get there and first needed to pick up radiology images required for the visit.
Unsure how to manage everything in time, the patient called the Referral Department for help. Hernandez’s team immediately worked with SFCHC’s Case Management Department to arrange transportation. With that support, the patient was able to collect the imaging, reach the specialist’s office and receive the treatment they needed that same day.
“Moments like this remind me why our work matters,” Hernandez said. “Referral coordination is about more than processing referrals. It is about listening, removing barriers and making sure patients do not have to face these challenges alone.”
As supervisor, Hernandez works closely with her team, SFCHC providers and specialty offices to resolve delays and strengthen the referral process. The department also meets monthly with Dr. Basmadzhyan, SFCHC’s chief medical officer, to review referral activity, discuss workflow improvements and identify additional ways to help patients receive timely services.
Hernandez is especially proud of the dedication and compassion her team brings to that responsibility each day. “Behind every referral is someone who is counting on us,” she said. “Helping patients receive the right care at the right time and feel supported throughout their healthcare journey is what motivates us every day.”
