Position Summary

The position is responsible for staff development, program oversight, referral network building, and maintaining accurate systems and documentation that support high quality patient care.

Scope and Impact

The Supervisor will oversee the daily operations of the referral coordination program, ensuring patients receive timely access to specialty care services. This role provides leadership and support to Patient Referral Coordinators at both MHM operated sites, ensuring consistent workflow, exceptional customer services and compliance with organizational policies and procedures.

Decision Making Authority

Operates under established department expectations, guidelines and procedures. Expected to use sound judgement and critical thinking to make decisions regarding staff daily assignments, staff supervision, complaint resolution, scheduling and workflow coordination, escalating issues to next level leadership when pertinent. Provides leadership in ensuring compliance with organizational policies, procedures, and quality standards.

Interactions / Working Relationships

The Supervisor will collaborate closely with internal providers, external specialty providers, and community partners to streamline the referral process, resolve issues and maintain strong relationships that expand access to care for underserved populations.

Essential Duties and Responsibilities

• Supervises Patient Referral Coordinators across multiple sites, ensuring consistent performance and adherence to organizational standards.
• Coordinates with external healthcare providers to process and manage annual contracts to ensure continuity of care.
• Assists in seeking and establishing partnerships with community specialists to expand available services for patients.
• Renews specialist contracts annually or guided by department standards.
• Completes, organizes, and maintains accurate referral records, rosters, and lists of participating specialists.
• Works closely with Methodist Healthcare System, HCA Shared Services Centers and Parallon, to support charity care program benefits, criteria and limitations.
• Responds to and resolves patient and external specialty office complaints, inquiries, and service requests with professionalism and timeliness.
• Consults with internal/external physicians, mid-level practitioners, social workers, and interdisciplinary teams to facilitate referral decisions.
• Identify patient needs and secures appropriate specialty care negotiation service fees when necessary.
• Oversee time and attendance reporting, conducts counseling, staff development, and annual performance evaluations.
• Conducts monthly rounding with all direct reports to ensure engagement, communication, and operational alignment.
• Ensures team compliance with company procedures and policies to maintain a safe and supportive work environment.
• Reviews and analyzes budget reports to support budget parameters and next-level department leadership decisions.
• Monitors program supplies, materials, and arranges for equipment maintenance.
• Prepares required reports for leadership monthly.
• Sustains exceptional performance standards with every step of the Specialty Referral Services program while meeting or exceeding productivity expectations.
• Maintains strict patient confidentiality in compliance with federal and state health information privacy regulations.

Supervisory or Leadership Responsibilities

• Oversee the hiring process for Patient Referral Coordinators.
• Develops, documents, reviews and revises department processes and procedures.
• Responsible for staff training in department processes and procedures.
• Oversee time and attendance reporting, staff development and performance reviews.
• Monitors and accesses employee performance and identifies areas of improvement
• Conducts team member performance reviews
• Monitors progress and communicate department goals with team members and next-level leadership.
• Adheres to the organizations required leadership responsibilities and guidelines.

Qualifications

Minimum Qualifications (Required)

• High school or general education diploma (GED) required.
• Associate's degree in healthcare-related field preferred.
• Three years in healthcare related industry required.

Preferred Qualifications

• Ability to explain processes, eligibility, and referral requirements to patients in fluent English and Spanish required.
• Experience with underserved populations or programs.

Knowledge, Skills, and Abilities (KSAs)

• Professional written communication.
• Conflict resolution to mediate issues between patients, staff and external specialists.
• Maintaining strong partnerships with physicians, specialty practices and community partnerships.
• The ability to handle patient inquiries, resolve complaints and support patients with compassion and empathy.
• The ability to communicate effectively with diverse patient populations.

Language Skills

Fluent English & Spanish Required.

Technology and Tools

• Electronic Health Record (EHR) Systems
• Microsoft Office proficiency.
• Outlook, Excel, Word, Power Point
• Database management
• Smartsheet, SharePoint
• Remote communication tools.
• Teams, Zoom

Work Environment and Physical Demands

• Typical work setting is an office environment with direct contact with patients.
• Travel expectations 75%
• Physical requirements must be able to lift and maneuver 25 pounds.

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