Sales Support Specialist

Well Care Health•Charlotte, 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, and branch leadership to support timely referral decisions, accurate documentation, continuity of care, and consistent performance across assigned branches and regions. Other appropriate duties may be 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. Work is based on assigned regional coverage and may require flexible hours to accommodate referral volume and operational needs.

Requirements

High school diploma or equivalent; secondary education is preferred.
At least two years of computer experience, preferably in healthcare.
Ability to write, use the telephone, read, and speak clearly.
Computer literacy with 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 sit or stand for extended periods, stoop, bend, and operate standard office equipment.
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.
Visual acuity, touch, hearing, and speaking.
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 beyond high school.
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, and discrepancies requiring correction or additional documentation.
Consider 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 the Mosai platform 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 appropriate internal or external contacts 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 and adjust schedules to support team performance, regional coverage, changing workload, and operational needs; assist team members in completing assignments.
Work collaboratively with Account Executives, Clinical Intake, Clinical Managers, branch leaders, referral sources, physicians, and other team members.
Respond to internal and external customers courteously, sensitively, respectfully, 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.
Report to work on time and return promptly from breaks and meals.