Referral Supervisor - Radiology - Reliant Medical Group - Remote

UnitedHealth Group•Worcester, MA

17h•$49,700 - $88,800•Hybrid

About The Position

Reliant Medical Group, part of the Optum family, is a community-based, multi-specialty, physician-led organization focused on improving the quality, cost, and experience of healthcare. They prioritize delivering the best patient care through innovation and superior care management. This role is within the Radiology specialty and is a full-time, exempt, office-based position with an expectation of 1-2 days per week in the office. The Referral Coordinator Supervisor supports and manages a team of Referral Coordinators, acting as a subject matter expert, providing guidance, coaching, and feedback. Responsibilities include training new hires, monitoring calls for quality standards, identifying areas for improvement, and managing progressive discipline. The position is located at 5 Neponset St. Worcester, MA.

Requirements

High school diploma, (or equivalent education, experience or training)
3+ years of experience in a clinical and/or customer service setting
2+ years in a Lead or Supervisory role in similar environments
Proven ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications
Proven ability to perform all job functions in compliance with applicable federal, state, local and company policies and procedures
Solid interpersonal skills needed with the ability to interact effectively with patients and medical professionals.
Sound judgment with the ability to work and make decisions in a fast-paced environment.
Leadership potential
Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving.
Ability to remain calm in stressful situations
Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance
Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents. Must be able to effectively arrive at a solution that is patient friendly and able to satisfy business requirements
Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager
Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers
Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers
Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations
Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members

Nice To Haves

Experience with EPIC or a similar electronic medical records system

Responsibilities

Manages the daily activities of the Referral Coordinator Coordinators to ensure departmental standards are being met along with monitoring and maintaining process flow
Manages the queue of calls to ensure service levels are maintained
Tracks attendance and performance of team and individuals
Provides performance coaching and feedback, initiates corrective performance management actions following the progressive discipline model up to and including termination as appropriate
Performs annual performance reviews of team members during merit cycles
Implements process improvements for team
Resolves patient escalation issues without further escalation by providing superior customer service and advanced problem-solving skills
Interviews and select candidates
Ensures all personnel and department policies/ procedures are being followed
Sets an example for staff to follow and exemplifies the ability to provide excellent service while excelling in the core functions performed by the Referral Coordinator staff
Educates staff of any changes pertinent to their roles and with onboarding new hires
Provides direction and support to staff to ensure departmental effectiveness and efficiency
Assumes on-call responsibilities to ensure adequate staffing exists and utilizes problem-solving skills when appropriate
Resolves all employee and patient concerns for the Department
Maintains QA statistics and reports results to the Supervisor
Supervise a large group of non-clinical nonexempt staff
Carries out supervisory responsibilities within areas of responsibility in accordance with the organization's policies and applicable laws
Provides direction and support to staff to assure departmental effectiveness and efficiency
Interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems