Referral Management Supervisor

HealthPoint•Bryan, TX

2d•Onsite

About The Position

The Referral Management Supervisor oversees the daily operations of the referral management team, ensuring efficient coordination of patient referrals to specialty services. This role involves managing staff, streamlining referral workflows, maintaining compliance with healthcare regulations, and promoting a patient-centered approach. The supervisor ensures the effective coordination between patients, healthcare providers, and insurance companies to optimize referral workflows and enhance patient satisfaction.

Requirements

Certification or state registered in health care related field (i.e.: CMA/RMA) or compensatory experience with procession of a high school diploma or General Educational Development (GED).
6 months of medical assistant related experience.
Valid state Driver’s License or with reliable transportation.
Demonstrates necessary proficiency with all electronic clinical systems, including EHR and scheduling systems, in use at the health center.
Familiarity with medical terminology, procedures, and pharmacology, including medication administration procedures.
Proficient with general medical machines and equipment: Patient Scales, stethoscope, glucometers, PFT testing, Nebulizer treatment administration, medication administration, lab, EKG.
Proficient with typical office equipment: Copier, telephone, Fax.
Possesses a level of written and verbal communications, including formal written and verbal communication skills frequently acquired through a trade school, paraprofessional, or certificate type program.
Displays more advanced organizational skills, to organize projects or the work of others.
Devises effective solutions to situations encountered which include general goals and objectives.
Able to effectively communicate opinions drawn from conclusions using inference and logic.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Resolves conflicts that may arise because of disagreements between employees, between employees and customers/clients.
Processes work-relates skills at a higher level than completion of high school, including formal written and verbal communication skills computational and computer skills mathematical technical or health care related knowledge frequently acquired through a trade school, paraprofessional, or certificate type program.
Possess specific knowledge of healthcare processes and practices typically acquired during completion of a certified medical assistant program or health related care program.

Nice To Haves

Empathy - Demonstrates empathy and respect for diversity in the workplace by treating all patients, guests, and colleagues with politeness and inclusivity. Open to learning from different perspectives and experiences.
Excellence - Maintains ethical and safety standards and shows integrity in work-related activities. Aims for excellence in job performance.
Enjoyment - Shows gratitude, appreciation, a commitment to learning, and professionalism by seeking feedback, accepting constructive criticism, and being open to growth and improvement in their job role.
Commitment to Patient/Customer Service - Exhibits good patient/customer service skills and professionalism during patient, customer, colleague interactions. Uses effective communication skills, listens to patients/customers, and responds to inquiries and concerns in a timely manner. Handles challenging situations professionally, ensuring timely resolution of problems to create positive patient/customer experiences.
Gratitude - Maintains a positive attitude and acknowledges the value of contentment and well-being in oneself and others.
Collaborative Team - Shows adaptability, enthusiasm, and a readiness to work with others in an inter-professional team for organizational purposes. Identifies and encourages opportunities for the professional growth of team members.
Quality Improvement - Works together with the team to promote ongoing improvement efforts aimed at enhancing quality standards, processes, and results.
Accountability - Follows regulatory guidelines and HealthPoint policies and procedures consistently. Takes responsibility for mistakes and errors when they occur.

Responsibilities

Collaborate with healthcare providers, administrators, and other members of care team to coordinate patient referrals to specialty services.
Supervise and manage the referral workflow to ensure timely and accurate processing.
Collaborate with healthcare providers, specialists, and insurance companies to address escalations and complex referral cases.
Monitor and prioritize referrals by urgency to meet organizational goals and patient needs.
Verify and ensure the accuracy of patient demographic and clinical information included in referrals.
Conduct regular audits of referral records and workflows to maintain quality and identify areas for improvement.
Develop and maintain referral metrics to assess performance, identify bottlenecks, and drive process improvements.
Work with internal teams to integrate systems and workflows, ensuring seamless communication between departments.
Handle confidential information in accordance with HIPAA as well as other related federal and state confidentiality rules.
Foster strong relationships with external providers, specialists, and community resources to enhance the referral network.
Point of contact for patients and specialists for any questions or rising concerns.
Assist in problem solving potential issues related to their referral due to language or social barriers.
If unable to help, assist in finding the right point of contact to further help.
Provide patients with clear information about their referrals, including expectations and next steps.
Requests new referrals to be ordered when applicable.
Provide supervision, mentorship, and support to the referral management team.
Delegate tasks, monitor performance, and conduct regular team meetings to review goals and progress.
Reviews progress of work and offers suggestions/direction for task completion.
Address team concerns and provide constructive feedback to improve performance and morale.
Facilitate training and development for referral team staff to ensure proficiency in workflows, systems, and policies.
Oversee the recruitment, hiring, and onboarding of new team members to ensure alignment with organizational values and goals.
Monitor staff performance and provide regular feedback, performance evaluations, and opportunities for professional development.
Leads group discussions, problem solving and project activities.
Provides feedback to manager concerning team or employee.
Effectively prioritizes tasks and projects based on business needs and resources.
Develop growth strategies for the referral management team to expand services and meet organizational objectives.
Work with leadership to align team initiatives with the organization’s strategic goals, ensuring measurable outcomes.
Manages competing demands and adapts to changing priorities.
Performs other duties as assigned.
Effectively carries out tasks and responsibilities beyond core job duties and primary role.
The additional duties may vary from time to time and encompass a wide range of activities that contribute to the overall success of the organization (floating, schedule variations, assisting co-workers, patients, visitors, customers, leaders, and other stakeholders in support of the organization.)