Associate Supervisor, Referrals - Lakeland Market

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 Associate Supervisor, Referrals is a developing operational leader who supports the day-to-day referral operations and management of an assigned team of Care Coordinators and Lead, Care Coordinators under the guidance of a Referral Team Leadership. Applies growing knowledge of referral operations to assist in ensuring quality referral processing, team productivity, and adherence to organizational standards. This role is designed for experienced referral professionals who are actively building their leadership capabilities.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Supports the day-to-day referral operations and supervision of an assigned team of Care Coordinators and Lead Care Coordinators under guidance to ensure quality referral management and an exceptional patient experience. Assists in providing day-to-day leadership and guidance to assigned team, including onboarding support, work assignments, coaching, performance monitoring and feedback, and team engagement.

• Participates in evaluating staff performance and contributes input toward development plans in collaboration with and subject to approval by leadership to enhance team productivity and retention.

• Participates in regular leadership rounding, facilitates structured coaching sessions, and promotion of a culture of accountability, empowerment, and service excellence.

• Assists in overseeing and directing the daily operations of the assigned team, ensuring adherence to Center Playbook standards and Referral operating procedures under guidance.

• Responds to escalated patient concerns with established service recovery guidelines. Supports team members in applying communication and service standards through coaching.

• Monitors operational metrics, identifies variances, and implements corrective actions with oversight of leadership.

• Monitors referral reports, workflows, and productivity for all assigned team members, benchmarking against expected targets.  Distributes reports to team members and facilitates discussion of results under direction. Identifies when coaching and/or re-training is necessary and escalates recommendations to leadership for review and action planning.

• Conducts regular quality audits of team performance and processes and engages in constructive feedback conversations with team members to identify improvement opportunities as directed.

• Monitors daily staff assignments to ensure work is adequately and appropriately distributed and prioritized to meet productivity and quality expectations.

• Facilitates team huddles, meetings and trainings.  Trains, coaches, and educates team members on processes, procedures, and practices. Escalates training gaps or recurring knowledge deficiencies to leadership.

• Applies referral policies and procedures in a consistent and timely manner. Communicates policy changes and new process updates as directed by leadership.

• Contributes to process improvement initiatives and proves development in support of organizational standards and strategies.

• Performs other duties as assigned and modified at supervisor’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Intermediate-level business and operational acumen, with the ability to interpret data and make informed, independent decisions and recommendations
• Knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
• Experience processing value-based Medicare Advantage referrals and diagnostics; in-depth knowledge of referral processes
• Knowledge and experience as a lead team resource; 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
• Strong communication and relationship-building abilities for interactions with patients, staff, leaders, and external partners
• Ability to recognize when issues require escalation to supervisory leadership for resolution
• 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 80% of the time; flexible to work evening, weekends and/or holidays as needed
• Spoken and written fluency in English; bilingual preferred
• This job requires use and exercise of independent judgment

EDUCATION AND EXPERIENCE CRITERIA:

• BA/BS degree in Business, Healthcare Administration or related field required OR additional relevant experience above the minimum may be considered in lieu of the required education on a year-for-year basis

• A minimum of 3 years of referral experience in a healthcare setting required; with demonstrated experience serving in leadership capacity, mentor, senior team member, or informal team resource. Prior supervisory experience preferred, but not required

• Experience with web-based insurance sites and obtaining referrals/authorizations for multiple payors required

• Healthcare experience within the Medicare Advantage population strongly preferred

• Experience working with large data sets and analyzing data to make decisions and improve performance
• This position requires possession and maintenance of a current, valid Driver’s License





PAY RANGE:

$45,752 - $65,361 Salary

The posted pay range represents the base hourly rate or base annual full-time salary for this position. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for a bonuses or commissions.

EMPLOYEE BENEFITS

https://chenmed.makeityoursource.com/helpful-documents

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.

Current employees, if you want to apply to our internal career site, please click HERE

Current Contingent Worker please see job aid HERE to apply

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