The Supervisor, Referrals is a customer-service and leadership-focused position working directly with patients and their families, insurance representatives, doctors and other medical personnel in a dynamic and professional environment to provide the highest level of quality healthcare to all patients. The Supervisor, Referrals will oversee a team of centralized care (referral) coordinators.
ESSENTIAL JOB DUTIES/RESPONSIBILITIES:
Provides extraordinary customer service to all internal and external customers (including patients and other ChenMed team members) always. Establishes and maintains relationships with identified service providers.
Conducts all activities as outlined in the job description for Care Coordinator. Provides coverage for Care Coordinators when they are on paid time off or call out.
Supervises centralized care coordinators in their day to day activities. Ensures the completeness and accuracy of all tasks. Assists coordinators with complicated referrals.
Provides referral consulting support to assigned centers. Acts as referrals liaison for Center Managers. Answers questions and assists the center referral staff (care coordinators) at the request of the Center Manager and provides feedback to Center Managers when needed.
Ensures Preferred Provider List is used accurately and effectively. Collaborates with referral management to ensure specialist network is adequate for the geography and escalates accordingly when network adequacy impacts access to care.
Generates and analyzes all Business Intelligence reports; releases to the care coordinators.
Training of new care coordinators and assisting with training of new processes with direction from Referral Manager.
Covers for Referral Manager while on PTO.
Provides feedback to Referrals Manager to conduct performance evaluations for referrals team members.
Submits Workday timecards and approves PTO for care coordinators.
Performs other duties as assigned and modified at manager’s discretion.
KNOWLEDGE, SKILLS AND ABILITIES:
Understanding of the communities served by ChenMed, including the complexities of Medicare programs to patients in the healthcare marketplace
Ability to determine proper resolution of problems based on defined alternatives
Able to use Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook
Ability and willingness to travel locally and regionally up to 50% of the time
Spoken and written fluency in English
EDUCATION AND EXPERIENCE CRITERIA:
High School diploma or GED required
One (1) to three (3) years of healthcare experience such as care coordinator, referral coordinator in a clinical setting, preferably within the Medicare HMO population
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