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Referral Services Manager
2 months ago
Hybrid role: 3 days in Office, 2 Days remote
Competitive compensation
Comprehensive benefits package
Generous Paid Time Off/Holidays (23 days in the first year)
Tuition reimbursement opportunities
Career advancement possibilities
Position Overview:
The Referral Services Manager is tasked with overseeing all aspects of the intake process, including the strategic planning, organization, and management of referral services in alignment with industry best practices and regulatory standards, ensuring the delivery of high-quality, responsive, and compliant care.
This role is accountable for the precise, complete, and timely management of all inquiries and referral requests. It is essential to guarantee that all CorsoCare personnel handle referrals appropriately, maintaining consistent and timely communication. The manager will supervise staff during weekdays, weekends, and after-hours. Excellent customer service skills are paramount when interacting with referral sources and agency personnel. This position also involves the recruitment, onboarding, and evaluation of qualified department staff.Required Qualifications:
- Bachelor's degree in business, marketing, or a health sciences-related field is preferred; a Master's degree is a plus but not mandatory.
- Current Registered Nurse license.
- A minimum of five years of experience in a homecare or hospice environment is preferred.
- Demonstrated ability to conduct assessments, evaluations, and chart audits.
- Strong problem-solving skills to navigate complex issues effectively.
- Proven organizational and communication abilities.
- Basic computer proficiency and the capacity to learn internal systems (e.g., Well Sky).
- Essential management and leadership skills include team building, effective communication, coaching/mentoring, negotiation, process orientation, and conflict resolution.
Accountabilities:
Understanding and leading to our 1440 care standards, with advanced knowledge of policies, procedures, and scope of care. The manager will support the team and community with professional integrity, upholding our 1440 culture and core values.
Effective Communication:
Ability to communicate efficiently and effectively with community leadership and internal teams.
Partnership with Community Leaders:
Fostering relationships with fellow leaders and external partners by meeting and following through on action items.
Triage Support:
Assisting with inquiries or assessments of patient needs.
Additional Responsibilities:
Planning, directing, and evaluating the referral and admission processes, which include:
- Supervising Central Intake staff.
- Coordinating admission activities with schedulers, home care liaisons, and clinical managers.
- Ensuring timely and accurate insurance verification and benefits eligibility.
- Conducting audits of five admissions monthly to ensure compliance with established referral processes.
- Demonstrating effective planning to ensure adequate staffing for departmental duties.
- Prioritizing interventions to effectively resolve or prevent issues related to system operations and care delivery.
Promoting consistent and effective communication between Central Intake staff and agency personnel, while keeping clinical leadership informed of any issues with physicians, patients, or staff. Guiding staff in thorough, timely, and quality referral entry to ensure complete EMR documentation, including documenting appropriate reasons for non-admitted patients.
Providing advice, counsel, and assistance to staff as needed to foster good morale, contributions, commitment, and teamwork. Participating in decisions regarding hiring, orientation, evaluation, and progressive discipline of department staff. Identifying and aiding in the development of educational opportunities for staff, patients, and families.
Staying informed of agency changes in policy, regulations, and staffing to ensure organized workflow and maximum efficiency and quality. Representing Central Intake at assigned meetings, committees, and task forces.
Demonstrating effective interpersonal skills by communicating, cooperating, and providing assistance promptly and courteously to patients, families, physicians, co-workers, volunteers, and agency staff. Responding to emergencies or issues in Central Intake according to established policies and procedures. Ensuring compliance with state and federal regulations, Joint Commission standards, and agency and hospital guidelines regarding reimbursement. Promoting departmental capabilities to customers and key stakeholders. Recommending changes or additions to policies and procedures affecting the department. Ensuring positive working relationships and prompt resolution of identified issues with physicians and/or referral sources. Monitoring productivity standards for department staff and seeking opportunities to reduce operating costs. Ensuring service authorization and effectively communicating with insurance billing staff to facilitate reimbursement per regulatory guidelines.