Referral Manager

We’re unique. You should be, too.

We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

The Referrals Manager is a customer-service and leadership-focused position working directly with patients and their families, insurance representatives, doctors and other medical personnel in a dynamic and professional environment to provide the highest level of quality healthcare to all patients..Primary Duties and Responsibilities Provide extraordinary customer service to all internal and external customers (including patients and other Chen Medical team members) at all times. Manage, coach and provide training to Referral Coordinators. Assure referral coordinators are following company processes. Implement new processes per Referral COE.Conduct Monthly Referral Coordinator meetings. Weekly visits to medical centers. Assist referral coordinators with solving issues as it pertains to referrals. Collaborate with Office Managers to conduct performance evaluations of Referrals Team Members. Address / resolve any customer-service issues. Work closely with the Management Team and Administrators in relation to strategic business planning. Manage Referral Approval Process- Use Referral Approval Process Checklist. Manage and Review Notification Emails, ensure email notifications are accurate. Generate approval email- Follow approval email template with details for approval Respond to Workflow requests- Communicate alternative/approvals to Referral Coordinator. Follow up with MMD/Specialist/MND if no response after 24hours. Call and Follow up with patients in regards to alternatives- Use messaging scripts to speak with patients in regards to alternatives. Other responsibilities may include: Process New Patient Referral Exception from Sales Team (if applicable to your market).Prepare and run referral team meeting- Create agenda for meeting. Gather info from Medical Director /Network Director /Referral Manager Prepare Referral Team Meeting Minutes and send minutes to Operation Director, Market Medical Director, Market Network Director and Referral COE via email after meetings Communication with Network Director regards to PPL- Report any errors, concerns or feedback in regards to PPL providers. Train Referral Managers (if applicable to your market) - Evaluate and recommend. Analyze referral reports. Referral Workflow Report. Referral to Order Report.Generate Weekly Analysis Report and send to Referral Coordinators.Work with tier2/tier 3 specialist to make sure our patients are seen working with the Network Director when necessary. Ensuring Referral coordinators are putting surgeries in HITS. Look for trends and referral patterns -work with Network Director- Example: overutilization and dissatisfaction. Manage Specialist Schedules- Open, close and blocks schedules when advised by Network Director to do so. Coverage for Referral Coordinator as needed. Enable an open environment for feedback. When needed meet with specialist office and Network Director. Interview and hire referral coordinators. Manage time for referral coordinators with Center Managers. Maintaining PPL in conjunction with Network DirectorKNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of products, services, standards, policies and procedures in a healthcare environment
• Network Management experience/understanding
• Understanding of cost as it relates to Medicare parts A, B and D
• Proficient in Microsoft Excel, Outlook and Word
• Written and oral fluency in English
• Ability to effectively communicate with employees, patients and other individuals in a professional and courteous manner
• Ability to pay close attention to detail and to ensure accuracy of reports and data

EDUCATION AND EXPERIENCE CRITERIA:

• Bachelor’s degree preferred; relevant, equivalent experience may be substituted for education on a year-for-year basis
• Minimum five (5) years’ supervisory experience of teams greater than three (3) employees
• Experience working with Physicians and Directors on a daily basis
• Experience reviewing data and making decision based of the data
• Experience working in Medicare managed care environment