JOB OBJECTIVE

Under the general supervision of the Operations Manager, the Referral Manager directs, manages and analyzes all referral activities, including the referral appointment process, resolution of problems, tracking of referral metrics and staff supervision.  The Referral Manager works closely with internal and external parties to achieve organizational goals, most importantly a closed loop process for patient referrals.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

The Referral Manager is responsible for performing the following duties:

• Coordinates the work of and provides hands-on supervision of Referral Coordinators to manage referral appointment requests from all Clinicas’ health centers.
• Directs all departmental activities including scheduling, staffing and daily operations as well as administrative duties such as problem resolution and quality assurance monitoring.  Throughout the referral coordination process, monitors the status of referral requests and facilitates process to ensure patients secure referral appointments on a timely basis.
• Responsible for the hiring, training, on-going supervision and evaluation of all referral coordinator staff.  Coordinates and ensures the comprehensive orientation of new department employees and assesses baseline competency.  Works with the Human Resources Department in the recruitment of appropriate staff.
• Coordinates work schedules, coverage plans and assignments for referral coordinators.
• Ensures staff members follow departmental and organizational policies and procedures, including thorough knowledge of the referral appointment request process and compliance with Clinicas’ mission statement.
• Provides clear directions, consistent and timely feedback to referral coordinator staff.  Promotes teamwork in daily activities, exercises diplomacy and consistently uses effective communication skills, acting as a role model to employees.
• Communicates with clinic staff, internal providers, patients, and external providers regarding scheduling issues. Follow-up and other necessary issues related to referral appointment management.  Throughout the referral coordination process, ensures that all involved parties are aware of the referral status and expected time frames for service delivery.
• Identifies opportunities for operations improvement, and works collaboratively with the Chief Medical Officer and Operations Manager for performance-related issues; as well as for annual performance reviews.
• Works with management to set annual departmental goals and objectives and takes responsibility for the achievement of these goals and objectives on a timely basis.
• Responsible for the regular analysis of metric and performance reports to track referral appointment cycle and report and monitor the day-to-day operations of the Referral Department.  Works with management and staff to review performance reports, identify gaps, and improve processes in order to meet requirements for highest accreditation by accrediting agencies.
• Compliance with Employee Health Services.
• Participates in the development of departmental policies.
• Ensure compliance with:
  • Performance evaluations
  • Agency and clinic/Department orientation of new employees
  • Regulatory guidelines and deadlines
• Facilitates related services for health center patients as appropriate with respect to their confidentiality and privacy.
• Due to the nature of the job, may work with or be exposed to information or material of a sexual nature.
• Performs other duties as assigned including participation in all safety programs which may include assignment to an emergency response team.