Referral Specialist Supervisor

SUMMARY:

Supervises the Referral Specialist Team to deliver high-quality patient care and provides support to improve the patient experience surrounding referral coordination.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

Instill Trust and Value Differences
Patient and Community Focus and Collaborate

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

Manages the daily volumes of referrals, messages, and telephone calls for referral processing and tracking per policy.

Support patients with referral questions and needs.

Provides daily oversight to team members to ensure the timely completion of referrals is at organizational standards.

Monitors daily productivity goalsand provide mentorship to staff as needed to meet these goals.

Trains all new staff and provides remedial teaching opportunities to staff when needed.

Assists with onboarding primary care practices to receive centralized Referral Coordination services.

Leverages data and dashboards to report, review trends, and identify needs for systemizing efficiencies in referral coordination.

Reviews volume/productivity reports with the direct supervisor on a weekly and monthly basis to ensure internal referral coordination meets the organizational goals.

Assists with referral coordination duties as needed to ensure daily service standards and productivity goals are met.

Performs quality checks for accuracy (patient and staff safety) as needed and serves as a liaison between the practices and Referral Coordination Team, communicating professionally with all office staff.

Open collaboration with system partner to better serve patients and provide Wow care.

Goal setting for team priorities and individual goal setting for staff.

Develop staff to work to the highest potential, ensure open communication within the team, and foster healthy working relationships for employee engagement and retention.

Provides feedback for performance reviews and disciplinary action for all Referral Coordination staff.

Oversees the teams' vacation allotment, Kronos, and attendance; ensuring department guidelines are maintained.

Attends and participates in required meetings, research and responds to referral denials and appeals; provide appeal letters if required.

Complies with federal and local confidentiality laws, including HIPAA, ensuring patient privacy Adheres to Brown Health Medical Group Primary Care guidelines and policies for protecting patients' demographic, clinical and financial information.

Performs other job-related duties as assigned

EDUCATION:

High School Diploma or equivalent.

EXPERIENCE:

At least 2 years of prior experience working in a medical support position/setting (MA, MS, PSR, etc.)

Any combination of education and experience that is substantially equivalent is also acceptable Knowledge, Skills, and Ability. Ability to show care and compassion when supporting patients.

KNOWLEDGE, SKILLS, AND ABILITY:

Ability to show care and compassion when supporting patients.

Ability to collaborate with colleagues and teammates as necessary to ensure quality work.

Ability to organize, prioritize, and schedule work assignments.

Ability to organize work and operate under pressure with the skills to think critically and problem solve.

Ability to be flexible and receptive to change, while learning quickly and retaining new information.

Ability to maintain professionalism and provide superior customer service to all.

Excellent interpersonal and communication skills (both verbal and written) with the capability to effectively communicate with employees, patients, providers, insurance companies, etc.

Ability to work both on a team and independently, with the capability to self-direct.

Ability to use technology with proficiency in electronic medical record (EMR) platforms and Microsoft Office applications such as: Outlook, Excel, and Word.

Ability to take initiative, organize, prioritize, and follow through with work assignments assuring fulfillment of plans and goals.

PHYSICAL REQUIREMENTS:

This role works primarily in a hybrid capacity.

Prolonged periods of sitting at a desk or standing while using a computer

Work and move among all departments of Brown Health Medical Group Primary Care group

Excellent hand/eye coordination

Lift up to 15 pounds Manual dexterity to operate a personal computer or laptop as well as standard office machines and equipment as it pertains to one's position.

State-wide travel and operation of personal motor vehicle

Must have a valid driver's license, clear driving record, and proof of auto insurance.

Visual Acuity, Hearing, and Speaking Capability to transfer information from original source to paper, computer, telephone and in person

SUPERVISORY RESPONSIBILITY:

Supervises the Referral Specialist team.

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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Driving Required: