Referral Supervisor

ChenMed•West Philadelphia, NC

3d•Onsite

About The Position

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 Referral Supervisor is a subject matter expert on the organization-wide referrals process who leads and supervises a team of Care Coordinators and Lead Care Coordinators. Oversees day-to-day referral operations and resolves escalated issues. Ensures quality referral processing and productivity of team members to meet the needs of the demand within the assigned team and key measures for this leadership role. This position is on-site and supports our referral teams at all 5 Philadelphia locations. Travel to all sites is required.

Requirements

Advanced-level business and operational acumen, with the ability to interpret data and make informed, independent decisions
In-depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
Extensive experience processing value-based Medicare Advantage referrals and diagnostics; in-depth knowledge of referral processes
Knowledge and experience with leading a team; strong coaching and mentoring skills
Demonstrated ability to lead, influence, and develop others in a fast-paced healthcare environment
Excellent critical reasoning, problem-solving, and risk-assessment skills to address operational challenges
Exceptional communication and relationship-building abilities for interactions with patients, staff, leaders, and external partners
Ability to manage multiple priorities, navigate ambiguity, and set direction for the team with minimal supervision
Strong problem solving, time management, organizational, and analytical skills
Ability to build strong internal and external relationships with cross-functional teams
High level of integrity, dependability, and reliability
Ability to manage change and align with our mission to provide VIP and quality service
Ability to exercise independent judgment
Ability to work in a Center a minimum of four days per week
Proficient skill in Microsoft Office Suite products including Excel, Word, PowerPoint, and Outlook; competent in other systems required for the position
Ability and willingness to travel locally, regionally and/or nationally, up to 20% of the time; flexible to work evening, weekends and/or holidays as needed
Spoken and written fluency in English; bilingual preferred
BA/BS degree in Business, Healthcare Administration or related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
A minimum of 5 years of referral experience in a healthcare setting required; a minimum of 2 years in a supervisory/managerial role leading a team of direct reports required
Experience with web-based insurance sites and obtaining referrals/authorizations for multiple payors required

Nice To Haves

Preference for managing a virtual team
Healthcare experience within the Medicare Advantage population strongly preferred.
Experience working with large data sets and analyzing data to make decisions and improve performance

Responsibilities

Directly supervises a team of Care Coordinators and Lead Care Coordinators to ensure quality referral management and exceptional patient experience.
Provides full supervisory leadership over the Care Coordinator team, including hiring, onboarding, work assignment, coaching, and conducting performance.
Exercises independent judgment in evaluating staff performance, determining development plans, and making decisions to enhance team productivity and retention.
Conducts regular leadership rounding, facilitates structured coaching sessions, and promotes a culture of accountability, empowerment, and service excellence.
Independently oversees and directs the daily operations of the Care Coordinator, ensuring adherence to Center Playbook standards and Referral operating procedures.
Uses direction to resolve escalated patient concerns, determines appropriate service recovery actions, and coach team members on communication and service standards.
Monitors operational metrics, identifies variances, and implements corrective actions without the need for close supervision.
Monitors referral reports, workflows, and productivity for all team members, benchmarking against expected targets.
Distributes reports to team members and discusses results. Identifies when coaching and/or re-training is necessary.
Conducts regular quality audits of team performance and processes and engages in constructive feedback conversations with team members to identify improvement opportunities.
Adjusts staff assignments to ensure work is adequately and appropriately distributed and prioritized to meet productivity and quality expectations.
Leads and facilitates team huddles, meetings and trainings.
Trains, coaches, and educates team members on processes, procedures, and practices.
Administers referral policies and procedures in a consistent and timely manner and implements new processes as directed.
Contributes to process improvement initiatives and proves development in support of organizational standards and strategies.
Performs other duties as assigned and modified at manager’s discretion.