As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!

JOB SUMMARY

Provide Coordination and management of Referral Services team to maximize quality of service. This includes monitoring, evaluating and coaching representatives. Responsible for referral services representative’s productivity in achieving Call Center standards such as service level, work time, calls handled per day and customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Responsible for meeting departmental quality and service level goals.
• Exercising leadership and motivating supervisors and staff to incorporate vision, strategic planning and elements of quality management into the full range of the department’s activities; encouraging creative thinking and innovation; influencing others toward a spirit of service; implementing new or cutting edge programs/processes.
• Responsible for planning, over-seeing, coordinating and managing the activities and staff of Referral Services’ areas which include physician referral, community education enrollments and confirmation calls.
• Manages staff levels to ensure adequate coverage/service.
• Communicates with Referral Services’ client hospitals and hospital account reps; receiving and documenting any concerns or questions in regard to departmental procedures and quality of service.
• Responsible for reviewing call statistics and reporting and making necessary adjustments in order to assure excellent customer service.
• Monitors supervisorial actions of Team Leads and performance quality of Referral Services representatives.
• Stays in communication with Team Leads of potential expansion and departmental changes.
• Facilitates meetings with their team or one-on-one to keep department abreast of program changes.
• Overseeing the allocation of financial resources; identifying cost-effective approaches; and managing departmental budget.
• Adheres to and enforces all HIPAA and departmental policies and standards.

SUPERVISORY RESPONSIBILITIES

This position carries out supervisory responsibilities in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Direct Reports (titles) Team Leader, Referral Services
• Indirect Reports (titles) N/A

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lead and coordinate activities of a diverse group of people.
• Demonstrated ability in problem solving and communications
• Working knowledge of and basic skills with computers
• Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience required to perform the job.

• Bachelor’s Degree preferred
• Three (3) to five (5) years management and sales and telemarketing experience strongly desired
• Medical industry knowledge a plus
• Must be available to work hours and days as needed based on departmental/system demands
• Ability to work in a fast-paced environment

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work in sitting position, use computer and answer telephone.
• Required to use fine motor skills (typing/data entry) and reach with hands and arms.
• Must be able to lift up to 25 lbs.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Subject to varying and unpredictable situations, many interruptions, multiple calls and inquiries, and change.
• May be required to work long hours and holidays.
• Is required to rotate call and provide weekend coverage.
  

Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.