Sales Support Specialist

Well Care Health•Raleigh, NC

About The Position

The Sales Support Specialist provides standardized regional portal coverage and referral-management support for assigned branches. The role monitors incoming referrals; applies established clinical, capacity, payer, service-area, and operational criteria; retrieves and validates Start of Care (SOC) and Resumption of Care (ROC) referral packets; coordinates timely referral handoffs; and tracks missing documentation, escalations, and outstanding requirements through completion. The Specialist works closely with Account Executives, Clinical Intake, Clinical Managers, branch leadership, referral sources, physicians, and other team members to support timely referral decisions, accurate documentation, continuity of care, and consistent performance across assigned branches and regions. The role also performs other appropriate duties as assigned. The position supports Home Health and Hospice referral coordination, including identifying potential non-billable Home Health discharges associated with Home Health-to-Hospice admissions. It maintains customer service, confidentiality, and compliance with Well Care policies and HIPAA requirements. Schedule and hours depend on assigned regional coverage and may include weekdays, weekends, holidays, or PRN coverage; flexible hours may be needed to accommodate referral volume and operational needs.

Requirements

High school diploma or equivalent.
At least two years of computer experience, preferably in healthcare.
Computer literacy and demonstrated experience using Microsoft Office, Microsoft Teams, electronic medical records, referral portals, and related healthcare technology.
Ability to write, use the telephone, read, and speak clearly.
Excellent communication and customer-service skills.
Ability to develop and maintain effective working relationships with referral sources, physicians, Sales, Clinical Intake, Clinical Managers, branch leaders, patients, and other team members.
Effective listening and problem-solving skills.
Ability to work effectively in a fast-paced environment, make timely decisions using standardized criteria, organize and prioritize competing assignments, maintain attention to detail, and respond appropriately in stressful situations.
Ability to sit or stand for extended periods, stoop, bend, and operate standard office equipment.
Visual acuity, touch, hearing, and speaking.

Nice To Haves

Secondary education preferred.
Prior experience in customer service, physician relations, referral intake, portal management, or medical insurance verification preferred.

Responsibilities

Monitor assigned referral portals and promptly review incoming referrals for designated branches or regions.
Apply standardized clinical, capacity, payer, service-area, and operational criteria to accept, decline, or escalate referrals within 15 minutes of receipt.
Identify duplicate referrals, incomplete records, and discrepancies requiring correction or additional documentation.
Review staffing availability, service-area coverage, branch holds, and operational delays when supporting referral acceptance decisions.
Follow established clinical approval and escalation procedures for urgent, complex, or potentially delayed referrals.
Retrieve, review, and validate SOC and ROC referral packets, including demographic, insurance, physician, order, and face-to-face documentation.
Verify the primary care, attending, and order-signing physician, as applicable.
Complete referral handoffs through the Mosai platform and designated Portal Branch Teams channels according to established procedures.
Upload SOC packets to Mosai and ROC packets to the designated Portal Branch Teams channel; tag the appropriate Clinical Manager for ROC referrals and track acknowledgment and follow-up through completion.
Communicate missing or conflicting information to the appropriate internal or external contact and promptly escalate unresolved issues.
Track referral disposition, missing documentation, escalations, and outstanding requirements through completion.
Maintain assigned referral logs, hospital hold reports, and other tools used to provide visibility into referral status and workload.
Respond to Account Executive, Clinical Manager, and operational leader requests for referral packets, documentation, and follow-up.
Provide portal and referral coverage for assigned branches or regions and respond to applicable Intake Clarus calls as assigned.
Support data-quality and timeliness reviews by maintaining accurate, complete, and timely referral documentation.
Maintain referral acceptance or decline response times of 15 minutes or less and work toward the established referral-conversion expectation, currently targeted at 75%, subject to payer, branch, capacity, and service-area conditions.
Monitor conversion, branch and payer mix, response time, workload, declination patterns, outstanding orders, and documentation completeness.
Maintain schedule and time off to support consistent regional coverage; assist teammates and adapt to changing workload, coverage, and regional needs.
Collaborate with internal and external stakeholders and respond courteously, respectfully, sensitively, and promptly.
Maintain confidentiality and comply with Well Care HIPAA, privacy, and information-security policies.
Communicate ideas for improving referral workflows and promptly report unresolved problems.
Identify potential non-billable Home Health discharges associated with Home Health-to-Hospice admissions and alert the appropriate Home Health and Hospice Clinical Managers.
Support hospice referral activities as assigned, including documentation retrieval, urgent admission coordination, information visits, and referral conversion or handoff tracking.
Demonstrate the mission, vision, and values of Well Care in daily work.