Referral Supervisor

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.

This role supports all 5 Philadelphia offices and requires being on-site Monday through Friday. The Referral 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.

Essential Job Duties / Responsibilities :

• Provides extraordinary customer service to all internal and external customers (including patients and other Chen Medical team members) at all times.
• Manages, coaches and provides training to Referral Coordinators.
• Assures referral coordinators are following company processes.
• Implements new processes per Referral COE.
• Conducts monthly referral coordinator meetings.
• Weekly visits to medical centers.
• Assists referral coordinators with solving issues as it pertains to referrals.
• Collaborates with Office Managers to conduct performance evaluations of Referrals Team Members.
• Addresses / resolves any customer service issues.
• Works closely with the Management Team and Administrators in relation to strategic business planning.
• Manages Referral Approval Process Use Referral Approval Process Checklist.
• Manages and review notification emails, ensure email notifications are accurate.
• Generates approval email Follow approval email template with details for approval.
• Responds to workflow requests Communicate alternative / approvals to Referral Coordinator.
• Follow up with MMD / Specialist / MND if no response after 24 hours.
• Calls and follow up with patients in regards to alternatives Use messaging scripts to speak with patients in regards to alternatives.
• Other responsibilities may include :
• Processes new patient referral exception from sales team (if applicable to your market)
• Prepares and runs referral team meeting Create agenda for meeting. Gather info from Medical Director / Network Director / Referral
• Prepares 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 regard to PPL providers.
• Trains Referral Managers (if applicable to your market) Evaluate and recommend.
• Analyzes referral reports o Referral Workflow Report o Referral to Order Report
• Generates Weekly Analysis Report and send to Referral Coordinators.
• Works with tier2 / tier 3 specialist to make sure our patients are seen working with the Network Director when necessary.
• Ensures Referral coordinators are putting surgeries in HITS.
• Looks for trends and referral patterns work with Network Director Example : overutilization and dissatisfaction.
• Manages Specialist Schedules Open, close and blocks schedules when advised by Network Director to do so.
• Coverages for Referral Coordinator as needed.
• Enables an open environment for feedback.
• When needed meet with specialist office and Network Director.
• Interviews and hire referral coordinators.
• Manages time for referral coordinators with Center Managers.
• Maintains PPL in conjunction with Network Director.
• Other duties as assigned and modified at manager's discretion.

Knowledge of products, services, standards, policies and procedures in a healthcare environment

Network Management experience / understanding

Understanding of cost as it relates to Medicare part A and B

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

Minimum five (5) years supervisory experience

Proficient in Microsoft Excel, Outlook and Word

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

Experience managing teams greater than 3 employees

We're ChenMed and we're transforming healthcare for seniors and changing America's healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We're growing rapidly as we seek to rescue more and more seniors from inadequate health care.

ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people's lives every single day.