Referral Operations Manager

📋 Description

• • Manage and lead a team of Supervisors and agents within the Access Center to ensure seamless patient referral scheduling and care continuity for Summit Health patients.
• • Oversee scheduling of Supervisors to maintain optimal shift coverage and operational efficiency across all supported markets.
• • Drive patient care continuity by ensuring referred patients are appropriately scheduled for follow-up care, minimizing gaps in treatment pathways.
• • Address and resolve escalated patient and site concerns by developing and implementing effective action plans to improve departmental outcomes.
• • Deliver presentations to Access Center Leadership on performance metrics, operational challenges, and improvement initiatives.
• • Utilize key informatics and operational metrics to manage labor allocation, track staff KPIs, and optimize workflow efficiency.
• • Monitor and enhance employee engagement through the design and implementation of targeted programs in collaboration with Access Center leadership.
• • Coordinate with external vendor partners to ensure vendor agents meet performance standards and align with internal operational protocols.
• • Maintain and exceed departmental goals for management throughput, referral conversion rates, and patient scheduling accuracy.
• • Attend regular meetings with Clinical Managers to review performance data, address operational concerns, and align on patient care goals.
• • Collaborate with the recruitment team to ensure timely hiring and staffing needs are met for the Access Center.
• • Regularly report on departmental metrics and performance trends to Access Center leadership for strategic decision-making.
• • Enforce and audit compliance with policies and procedures related to information flow, data entry, and system usage within the referral process.
• • Monitor call volume and actively assist with patient calls during peak periods or staffing shortages to maintain service levels.
• • Maintain a compassionate, positive, and solution-oriented attitude while managing high-pressure operational environments.
• • Be willing to travel to clinical and corporate locations as needed to support operations, conduct training, or resolve on-site issues.
• • Provide constructive feedback, coaching, and counseling to team members to foster professional development and performance improvement.
• • Apply strong analytical skills to identify trends, uncover operational inefficiencies, and create data-driven action plans to address areas of opportunity.
• • Ensure all team members adhere to EHR protocols and maintain accurate documentation within electronic health record systems.
• • Promote a culture of accountability, collaboration, and patient-centered care across all levels of the Access Center team.