PRIMARY FUNCTION
The primary function of the Regional Supervisor of Referrals is to oversee the referral process within their assigned region. This involves ensuring the smooth and efficient handling of referrals, maintaining the quality of services provided, and achieving productivity goals
ESSENTIAL DUTIES AND RESPONSIBILITIES
This list may not include all of the duties that may be assigned.
Actively identify, plan, and lead process improvement initiatives within the Referral Department. Identify operational priorities and manage team overtime, ensuring efficient use of time and resources. Regularly monitor and assess the productivity and quality metrics for the department. Identify areas of improvement, establish performance benchmarks, and develop strategies to meet or exceed these goals. Provide coaching and support to coordinators to optimize their performance. Serve as the main connection between coordinators and operations teams. Effectively communicate departmental goals, policies, and procedures to ensure a clear understanding and smooth execution of tasks. Act as a bridge to address and resolve any operational issues or concerns that arise. Foster a positive and collaborative work environment within the region. Provide guidance, mentorship, and support to coordinators, encouraging their professional growth and development. Lead by example, demonstrating a strong work ethic, proactive problem-solving, and a commitment to achieving departmental objectives. Handle and resolve escalations received via email, Call Center, and Teams in collaboration with the supervisory team. Ensure the correct assignment of practices within the region and team, maintaining an efficient workload balance. Conduct interviews and evaluations for the hiring of new coordinators within the team. Consistently monitor and update the database to enhance the functionality and effectiveness of the automated referral bot.
SUPERVISORY RESPONSIBILITIES
Supervises the referral coordinators assigned to their region. Responsible for overseeing staffing for all regions to include hiring, training, and coaching. Ensure that referral coordinators adhere to established departmental and organizational policies and procedures.
QUALIFICATIONS
EDUCATION: Bachelor's degree in a relevant field or equivalent experience.
EXPERIENCE: Proven experience in a supervisory or leadership role, preferably in a referral or customer service department
KNOWLEDGE, SKILLS AND ABILITIES
Strong analytical and problem-solving skills, with a demonstrated ability to improve operational processes. Excellent communication and interpersonal skills to effectively interact with coordinators, operations teams, and other stakeholders. Knowledge of quality assurance principles and practices. Proficiency in data analysis and reporting tools. Ability to multitask, prioritize, and meet deadlines in a fast-paced environment. Strong leadership and team-building skills. Flexibility to adapt to changing business needs and address emerging challenges.
TYPICAL WORKING CONDITIONS
Non-patient facing Full-time remote/telework with some in-person meetings required
OTHER PHYSICAL REQUIREMENTS
PERFORMANCE REQUIREMENTS
Adhere to all organizational information security policies and protect all sensitive information, including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.