Referral Supervisor

We’re unique.  You should be, too.

We’re changing lives every day.  For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts?  Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Provide s extraordinary customer service to all internal and external customers (including patients and other Chen Medical team members) at all times.
• Manages , coaches and provide s training to Referral Coordinators.
• Assures referral coordinators are following company processes.
• Implement new processes per Referral COE.
• Conducts Monthly Referral Coordinator meetings.
• Weekly visits to medical centers.
• Assists referral coordinators with solving issues as it pertains to referrals.
• Collaborate s with Office Managers to conduct performance evaluations of Referrals Team Members.
• Addresses/resolve s any customer service issues.
• Works closely with the Management Team and Administrators in relation to strategic business planning.
• Manages Referral Approval Process Use Referral Approval Process Checklist.
o Manages and Review Notification Emails, ensure email notifications are accurate
o Generates approval email Follow approval email template with details for approval.
o Responds to Workflow requests Communicate alternative/approvals to Referral Coordinator.
o Follow up with MMD/Specialist/MND if no response after 24hours.
• Calls and Follow up with patients in regards to alternatives Use messaging scripts to speak with patients in regards to alternatives.
Other responsibilities may include:

• Processes New Patient Referral Exception from Sales Team (if applicable to your market)
• Prepares and runs referral team meeting Create agenda for meeting. Gather info from Medical Director/Network Director /Referral
• Prepare s Referral Team Meeting Minutes and send minutes to Operation Director, Market Medical
Director, Market Network Director and Referral COE via email after meetings.
• Communication with Network Director regards to PPL Report any errors, concerns or feedback in regard to PPL providers.
• Trains Referral Managers (if applicable to your market) Evaluate and recommend.
• Analyze s referral reports
o Referral Workflow Report
o Referral to Order Report
• Generate s Weekly Analysis Report and send to Referral Coordinators.
• Works with tier2/tier 3 specialist to make sure our patients are seen working with the Network Director when necessary.
• Ensures Referral coordinators are putting surgeries in HITS.

• Look s for trends and referral patterns work with Network Director Example: overutilization and dissatisfaction.
• Manage s Specialist Schedules Open, close and blocks schedules when advised by Network Director to do so.
• Coverages for Referral Coordinator as needed.
• Enables an open environment for feedback.
• When needed meet with specialist office and Network Director.
• Interviews and hire referral coordinators.
• Manages time for referral coordinators with Center Managers.
• Maintains PPL in conjunction with Network Director.
• Other duties as assigned and modified at manager’s discretion.

• Knowledge of products, services, standards, policies and procedure s in a healthcare environment

• Network Management experience/understanding

• Understanding of cost as it r elates to Medicare part A and B

Ability to effectively communicate with employees, patients and other individuals in a professional and courteous manner

Ability to pay close attention to detail and to ensure accuracy of reports and data

EDUCATION AND EXPERIENCE CRITERIA:
• Bachelor’s degree preferred; relevant, equivalent experience may be substituted for education
• Minimum five (5) years supervisory experience

• Proficient in Microsoft Excel, Outlook and Word
• Experience working with Physicians and Directors on a daily basis
• Experience reviewing data and making decision based of the data
• Experience working in Medicare managed care environment
• Experience managing teams greater than 3 employees