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Supervisor, Referral Management

2 months ago

Phoenix, United States tango Full time

Position: Supervisor

Department: Referral Management

Reports to:  Director, Referral Management

Position Description:

The Supervisor oversees the day-to-day operations of the intake staffing team. The Supervisor provides direct oversight to the team while acting as a liaison between the senior managers and employees of the Referral Management department. This role ensures that all referrals are processed in a timely manner and all quality standards are met.

Office Location:

Office located at 7600 North 16th Street, Suite 140 Phoenix, AZ 85020 (Remote)

Responsibilities and Duties:

Responsibilities include, but are not limited to the following:

Leadership and Team Management:Lead and manage assigned team providing guidance, mentorship, and support to include disciplinary and termination in accordance with company policy.Collect, analyze, and measure employee quality and productivity data; review data for trends and gaps that may require additional employee support.Ensures department is running efficiently and is meeting department goals.Perform monthly one-on-ones with each employee to deliver coaching, goal setting, and performance reviews. Work with senior manager, when needed, to document un-resolved concerns.Ensure appropriate scheduling of team members for day-to-day production coverage.Working with QA and Training teams, support employee productivity and quality improvement; identify and support employee gaps.Review daily work-in-progress to ensure appropriate distribution of referrals, productivity concerns, and re-dissemination of referrals for timely completion.Interviews and hires new staff.

Collaboration and Communication:Collaborate with cross-functional teams, including healthcare providers, administrators, and IT professionals, to communicate and resolve issues.Communicate quality-related metrics, trends, and issues to senior management and relevant stakeholders.Foster a positive and collaborative work environment to ensure effective teamwork and high morale within the team.Process Improvement and Risk Management:Support identification of trends, participate in root cause analysis, and creation of corrective/preventive action plans to address identified issues.Promote a culture of continuous improvement by identifying and sharing best practices across the organization.Oversee the efficiency of department, reports on its performance, and outlines and implements plans for improvement if needed.Support dissemination of process changes to employees.When needed to maintain production volume, all duties as outlined within the Coordinator job description.Ensure team meets compliance requirements.Second level escalation for employee questions related to process.Performs other duties as assigned.

Qualifications:

Must be at least 18 years of age.Associate’s degreeMinimum 2 years of supervisory experience.Managerial and supervisory skillsHas basic computer knowledge and experience including Microsoft Word, Excel & typing skills.Minimum 2 years of experience in a home health, medical office/clinic or institutional setting.Ability to convey a positive and professional image to customers and employeesCapable of following an issue through to its conclusionMust be able to work at a fast pace managing large amounts of responsibilities while maintaining attention to details.Is customer service oriented with good oral and written communication skills.Is self-directed, flexible, and cooperativeIs detail oriented and displays good organizational skills.Must be flexible and willing to work weekends and Holidays.Highly self-motivated and able to work with minimal supervisionMust have reliable internet service.Must be able and willing to travel to corporate office for in person meetings several times throughout the year.Must be able to sit at desk in front of computer for long periods of time.

Proven Personal Attributes:

Ability to multitask in a fast-paced work environment.Ability to remain calm under pressure and manage stressful situations.Ability to maintain a high level of confidentiality and remain HIPAA compliant.Ability to establish highly productive and detailed organizational skills/habits.Ability to actively listen and problem solve with cooperation, assertiveness, and flexibility for positive outcomes.Possess strong, professional written and oral communication skills for in-person, telephonic, and electronic use.