Referrals Lead

InterMed, P.A.•South Portland, ME

3d•$44,512 - $58,864

About The Position

The Referrals Lead provides advanced operational and subject-matter support for referral processing in a medical office setting. The role guides referral workflows, supports and coordinates Referrals Specialists, delegates work, helps maintain coverage, and assists with onboarding and training. The Lead processes and manages a high volume of referral-related tasks in the EMR, monitors referral queues, and works to ensure timely completion, accuracy, quality, and compliance. The position collaborates with patients, care teams, medical offices, and insurance providers to obtain information, resolve issues, address patient concerns, and support referral completion. It also contributes to workflow improvements, quality reviews, audits, and guidance for internal departments. Maine residency is required, and on-site, in-person training is required for approximately 4–6 weeks, depending on performance and quality. Duties may change or be assigned as needed.

Requirements

High school diploma or equivalent.
At least 3 years of referral-related experience in a medical office setting.
Ability to communicate effectively verbally and in writing with patients, staff, and external partners.
Strong analytical, problem-solving, and critical-thinking skills, with close attention to detail.
Excellent organizational skills and ability to prioritize and manage multiple tasks accurately in a fast-paced environment.
Strong customer service skills, including professionalism, empathy, and compassion when supporting patients.
Sound judgment and decision-making ability, professional phone etiquette, and active listening skills.
Proficiency with Windows-based computer applications and ability to navigate systems efficiently while multitasking, such as typing during calls.
Ability to work independently and collaboratively, with flexibility in a dynamic environment.
Ability to meet and maintain established productivity, performance, and quality metrics.
Ability to review work for accuracy and provide constructive feedback.
Ability to uphold HIPAA and patient confidentiality standards.
Commitment to demonstrating and upholding InterMed’s Values.
Maine residency required.
Professional appearance and conduct required.

Nice To Haves

Knowledge of healthcare insurance plans.
Strong understanding of medical terminology.
Experience with electronic medical records (EMR) systems.
Experience training or mentoring staff.

Responsibilities

Use advanced expertise in referral processes, insurance requirements, and medical terminology to resolve complex cases and ensure accurate, compliant referral processing.
Provide coordination and operational support to Referrals Specialists, including guiding workflows, supporting team decisions, delegating tasks, and ensuring appropriate coverage.
Assist with onboarding and coordinate training for new and existing team members.
Document, process, and manage referrals, orders, follow-ups, documents, calls, and voicemails in the EMR in accordance with procedures and quality standards.
Monitor and manage referral queues to ensure timely processing, follow-up, and completion.
Communicate and collaborate with patients, care teams, medical offices, and insurance providers to obtain information, resolve issues, and support referral completion.
Address patient concerns or complaints and assist with resolution in collaboration with the team.
Identify workflow inefficiencies, contribute to process improvement initiatives, and escalate operational or employee concerns as appropriate.
Assist with quality reviews and audits of referral work to ensure adherence to workflows, accuracy, and compliance standards.
Serve as a resource for internal departments regarding referral processes and best practices.
Perform additional duties as assigned by management.