Manager, Referrals - Shared Services

Job Description:

The Access Center Manager, Referrals is responsible for ensuring patients referred from a CityMD or Summit Health Location are scheduled for the appropriate follow-up care as part of our commitment to providing coordinate care. The manager will lead a team of Supervisors and agents ensuring all protocols are followed, all performance metrics are met, optimizing workflows and processes, managing time and attendance, and providing mentorship and direction and collaborating with the markets supported. Specifically, this manager will help ensure patients referred from a CityMD or Summit Health location

Duties and Responsibilities

The primary duties, responsibilities, and expectations of an Access Center Manager, Referrals are:

• Provide oversight, management, coaching, development, and evaluation of the performance of the Supervisors on an ongoing basis following applicable performance standards.
• Scheduling of all Supervisors to ensure proper shift coverage.
• Driving conversion rate of referrals from CityMD and Summit locations, ensuring patients are scheduled for their follow-up care.
• Handling of escalated patient and site concerns. Creating action plans that are effective in solving business issues for the department.
• Create and deliver presentations to the Access Center Leadership team when necessary.
• Understanding key informatics and metrics and utilizing data appropriately to manage labor, key operational goals, and site staff KPIs.
• Monitor employee engagement and designs programs in partnership with the Access Center leadership to maintain high employee engagement.
• Coordinate with vendor partner to drive vendor agent success.
• Maintain and exceed department goals.
• Attend regular meetings with the Clinical managers to review performance and address any concerns.
• Coordinates and collaborates with the Access Center Leadership and recruitment team to ensure all staff hires and needs are up to date for Access Center.
• Assist in reporting on department metrics back to Access Center leadership regularly.
• Enforce and audit policies and procedures related to the flow of information and systems used.
• Monitor phone volume and assist with calls when necessary.

Qualifications

A candidate’s qualifications will include:

• A bachelor’s degree is preferred but not required.
• Minimum (3) Three years of experience as an Access/Call Center manager or comparable management experience.
• Strong and Clear communication skills.
• Working knowledge of EHRs – Electronic Health Records system is a plus.
• Call center, referral, and/or appointment scheduling experience in a healthcare environment is a must.
• Ability to analyze, review trends, and create action plans to mitigate areas of opportunity.
• Must exhibit passion for outstanding results and compassion for those we work with and serve.
• Happy and positive thinking, able to project this attitude around others.
• Be willing to travel to clinical/Corporate locations, if needed.
• Comfortable with constructive feedback and counseling management

This is an exempt position. The base compensation range for this role is $79,560 to $99,450.  At VillageMD, compensation is based on several factors including, but not limited to education, work experience, certifications, location, etc.  The selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan.