Sales Support Specialist

Well Care Health•Advance, 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 position works closely with Account Executives, Clinical Intake, Clinical Managers, and branch leadership to support timely referral decisions, accurate documentation, continuity of care, and consistent performance across assigned branches and regions. It also supports Home Health and Hospice referral coordination and performs other appropriate duties as assigned.

Requirements

High School Diploma or equivalent.
At least two years of computer experience.
Ability to write, use the telephone, read, and speak clearly.
Computer literacy and demonstrated experience using Microsoft Office, Microsoft Teams, electronic medical records, referral portals, and related healthcare technology.
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 abilities.
Schedule and hours are based on assigned regional coverage and may include weekdays, weekends, holidays, or PRN coverage; flexible hours may be required to accommodate referral volume and operational needs.

Nice To Haves

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

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, discrepancies, and documentation needs.
Review staffing availability, service-area coverage, branch holds, and operational delays when supporting referral decisions.
Follow 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 primary care, attending, and order-signing physicians, as applicable.
Complete referral handoffs through the Mosai platform and designated Portal Branch Teams channels.
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.
Communicate missing or conflicting information to appropriate contacts and escalate unresolved issues.
Track referral disposition, missing documentation, escalations, and outstanding requirements through completion.
Maintain referral logs, hospital hold reports, and other tools that provide visibility into referral status and workload.
Respond to requests from Account Executives, Clinical Managers, and operational leaders 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 timely referral response performance 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.
Collaborate with internal teams, referral sources, physicians, and other stakeholders; provide courteous, respectful, and timely customer service.
Maintain confidentiality and comply with Well Care HIPAA, privacy, information-security, and other applicable 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.
Maintain punctuality and schedule flexibility, manage time off to support regional coverage, and assist team members as needed.