Overview:
UnityPoint Clinics
Supervisor Referral Center
1.0 FTE, M-F Daytime hours
Full-Time Benefits
The Referral Center Supervisor role involves overseeing and improving centralized referral management operations by prioritizing effective communication, exceptional service delivery, and fostering an innovative culture in line with organizational values. Responsibilities include serving as a liaison, collaborating to enhance communication, driving quality service, identifying performance obstacles, overseeing productivity, ensuring protocol adherence, staying updated on organizational requirements, and actively contributing to talent management and development efforts within the Referral Center.
Responsibilities:
Operations Management & Improvement
- Clearly articulate and promote the vision and value of centralized referral management.
- Establish effective communication channels to nurture openness, trust, and teamwork among staff and stakeholders.
- Serve as a liaison between UnityPoint and internal/external referral sources.
- Provide exceptional service to clinic leaders and team members, emphasizing patient care and prompt complaint resolution while supporting team members consistently.
- Collaborate with UPC Operational leaders to maintain open communication between referral centers, clinics, providers, and staff, fostering trust, teamwork, and continuous improvement. Identify and implement streamlined processes for enhanced communication, ensuring high-quality service and outcomes.
- Drive quality and customer service by exceeding expectations and cultivating an innovative, learning-focused culture in line with organizational values.
- Partner with UPC staff and providers to identify performance obstacles and allocate resources for improvement.
- Support the develop of and oversee a referral productivity model with cross-functional teams to enhance work efficiency.
- Coordinate with Ambulatory Informatics for ongoing improvements related to EHR processes.
- Demonstrate expertise and provide operational support while adhering to established protocols and procedures.
- Collaborate with fellow Referral Center Supervisors to implement best practices across regions, where applicable.
- Seek guidance from Referral Center leadership when necessary.
- Stay updated on departmental and organizational updates through meetings, emails, and the intranet. Additionally, keep abreast of payer-specific prior authorization requirements for process enhancements by attending workshops and researching newsletters.
Talent Management & Development
- Lead Recruitment and Training: Oversee recruitment efforts to attract top talent aligned with program needs. Develop and conduct training programs in collaboration with the Referral Center Manager to ensure team members are well-oriented and proficient.
- Direct Management: Directly manage assigned Referral Specialists, providing leadership, guidance, and support in their roles.
- Performance Management: Implement and maintain effective performance management processes, ensuring staff development and continuous improvement. Provide resources and tools for ongoing training and educational needs.
- Promote Top-tier Service: Advocate and educate the team on high-level customer service standards, fostering a culture of superior support for providers, staff, and patients. Resolve issues promptly and efficiently.
- Collaboration and Support: Work closely with the Referral Center leadership to ensure alignment with overarching goals and objectives, contributing to a cohesive and high-performing team environment.
Qualifications:
Minimum Requirements
Identify items that are minimally required to perform the essential functions of this position.
Preferred or Specialized
Not required to perform the essential functions of the position.
Education:
Bachelors degree, RN/LPN/CMA, or combination of education and experience required
Business and/or health care management degree preferred.
Experience:
- Basic knowledge of referral process.
- Basic experience with EHR platform.
- Basic knowledge of Current Procedural Terminology (CPT) and International Classification of Disease (ICD-10) coding.
- 2-3 years clinic operations experience preferred.
- Prior leadership experience.
License(s)/Certification(s):
Valid drivers license when driving any vehicle for work-related reasons.
Knowledge/Skills/Abilities:
- Strong interpersonal skills.
- Strong supervisory and leadership skills.
- Strong verbal and written communication skills.
- Ability to take initiative and exercise independent judgment, decision-making and problem-solving expertise.
- Knowledge of personnel administration and patient relation principles.
- Ability to work as a team member.
- Ability to understand and apply guidelines, policies and procedures.
- Preferred knowledge and experience with process improvement.
- Experience with basic data analysis.
Other:
- Ability to travel within assigned regions, other UPH or community facilities as needed.
- Use of usual and customary equipment used to perform essential functions of the position.