Position: Supervisor
Department: Referral Management
Reports to: Director, Referral Management
Position Description:
The Supervisor oversees the day-to-day operations of the intake staffing team. The Supervisor provides direct oversight to the team while acting as a liaison between the senior managers and employees of the Referral Management department. This role ensures that all referrals are processed in a timely manner and all quality standards are met.
Office Location:
- Office located at 7600 North 16th Street, Suite 140 Phoenix, AZ 85020 (Remote)
Responsibilities and Duties:
Responsibilities include, but are not limited to the following:
- Leadership and Team Management:
- Lead and manage assigned team providing guidance, mentorship, and support to include disciplinary and termination in accordance with company policy.
- Collect, analyze, and measure employee quality and productivity data; review data for trends and gaps that may require additional employee support.
- Ensures department is running efficiently and is meeting department goals.
- Perform monthly one-on-ones with each employee to deliver coaching, goal setting, and performance reviews. Work with senior manager, when needed, to document un-resolved concerns.
- Ensure appropriate scheduling of team members for day-to-day production coverage.
- Working with QA and Training teams, support employee productivity and quality improvement; identify and support employee gaps.
- Review daily work-in-progress to ensure appropriate distribution of referrals, productivity concerns, and re-dissemination of referrals for timely completion.
- Interviews and hires new staff.
- Collaboration and Communication:
- Collaborate with cross-functional teams, including healthcare providers, administrators, and IT professionals, to communicate and resolve issues.
- Communicate quality-related metrics, trends, and issues to senior management and relevant stakeholders.
- Foster a positive and collaborative work environment to ensure effective teamwork and high morale within the team.
- Process Improvement and Risk Management:
- Support identification of trends, participate in root cause analysis, and creation of corrective/preventive action plans to address identified issues.
- Promote a culture of continuous improvement by identifying and sharing best practices across the organization.
- Oversee the efficiency of department, reports on its performance, and outlines and implements plans for improvement if needed.
- Support dissemination of process changes to employees.
- When needed to maintain production volume, all duties as outlined within the Coordinator job description.
- Ensure team meets compliance requirements.
- Second level escalation for employee questions related to process.
- Performs other duties as assigned.
Qualifications:
- Must be at least 18 years of age.
- Associate’s degree
- Minimum 2 years of supervisory experience.
- Managerial and supervisory skills
- Has basic computer knowledge and experience including Microsoft Word, Excel & typing skills.
- Minimum 2 years of experience in a home health, medical office/clinic or institutional setting.
- Ability to convey a positive and professional image to customers and employees
- Capable of following an issue through to its conclusion
- Must be able to work at a fast pace managing large amounts of responsibilities while maintaining attention to details.
- Is customer service oriented with good oral and written communication skills.
- Is self-directed, flexible, and cooperative
- Is detail oriented and displays good organizational skills.
- Must be flexible and willing to work weekends and Holidays.
- Highly self-motivated and able to work with minimal supervision
- Must have reliable internet service.
- Must be able and willing to travel to corporate office for in person meetings several times throughout the year.
- Must be able to sit at desk in front of computer for long periods of time.
Proven Personal Attributes:
- Ability to multitask in a fast-paced work environment.
- Ability to remain calm under pressure and manage stressful situations.
- Ability to maintain a high level of confidentiality and remain HIPAA compliant.
- Ability to establish highly productive and detailed organizational skills/habits.
- Ability to actively listen and problem solve with cooperation, assertiveness, and flexibility for positive outcomes.
- Possess strong, professional written and oral communication skills for in-person, telephonic, and electronic use.
