Referral Management Supervisor

St. Joseph's Health•Paterson, NJ

102d

About The Position

The Referral Management Supervisor oversees the daily operations of the Referral Management team, fostering a patient-focused, customer service–driven culture that reflects our commitment to compassionate, high-quality care. This role supervises the referral appointment process, monitors referral status and key metrics, manages referral resource mapping of services, locations, and programs, and directs staff training. The supervisor also generates and analyzes referral data reports and trends, and collaborates with physicians, practice operations managers, and other departments to ensure continuity of care and timely patient access.

Responsibilities

Supervises the referral appointment process, ensuring timely scheduling across the health system, and resolving barriers to care.
Monitors referral status and key performance metrics, ensuring appropriate follow-up, completion, and resolution.
Oversee referral resource mapping of services, locations, and programs, keeping information current and accessible.
Generates and analyzes referral data reports and trends, presenting findings to leadership and using insights to improve processes.
Fosters a patient-focused, customer service–driven culture, ensuring compassionate, high-quality experiences in every referral interaction.
Leads staff meetings and huddles, ensuring clear communication of goals, updates, and best practices.
Manages staff schedules and assignments to ensure adequate support for operational needs within the department.
Ensure coverage and support for high-priority referrals and escalated cases, directly assisting staff when needed to resolve barriers to care.
Coordinates with IT and EMR/scheduling system teams to troubleshoot issues, optimize workflows, and enhance referral tracking.
Conducts staff performance evaluations and establishes measurable goals, providing recognition and corrective action when necessary.
Manage day-to-day staffing, employee productivity, and department target goals and metrics.
Meets all required competencies for department, unit, and/or hospital.
Performs all other duties and special projects as assigned.