JOB OBJECTIVE
Under the general supervision of the Operations Manager, the Referral Center Manager (RCM) directs, manages and analyzes all referral activities, including the referral appointment process, resolution of problems, tracking of referral metrics and staff supervision. The RCM works closely with internal and external parties to achieve organizational goals, most importantly a closed loop process for patient referrals. Will interact with a multi-cultural population of diverse socioeconomic backgrounds, levels of education and ages.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
The Referral Center 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
This is an excellent opportunity to work for an organization that truly makes a difference in the community. Clinicas Del Camino Real, Inc. offers a highly competitive salary; excellent benefit package including full medical, dental, vision, life and disability insurance; generous holiday, vacation and sick leave.
- Bachelor’s Degree in Business, Public Administration or a health related field is required.
- Must have considerable clinical experience; LVN or RN preferred and a minimum of two years of progressive management experience in a health center setting including referral management, appointment scheduling, and/or insurance verification.
- Must have ability to understand functions and processes related to healthcare management, including knowledge of medical terminology and procedures, ICD-10/CPT codes, insurance plans and patient referral procedures.
- Must have exceptional organizational, problem solving, analytical, follow-up skills, and flexibility to function in a fast-paced environment while coordinating competing demands effectively.
- Must have excellent interpersonal skills, including the ability to resolve issues with upset physicians, patients’ families, or internal staff and a strong sense of fairness in dealing with personnel at subordinate, peer, and superior levels.
- Must be a team player, detailed oriented, self-motivated and work efficiently and independently with minimal supervision.
- Must have ability to identify and make decisions that serve the best interests of Clinicas.
- Bilingual English/Spanish preferred.
Must have reliable transportation.