Referrals Supervisor

Position Overview Supervisor, Referrals – manages the referrals process across the organization, leads and supervises a team of Care Coordinators and Lead Care Coordinators, oversees day‑to‑day referral operations and resolves escalated issues to maintain quality and productivity. Ideal candidates are located near Detroit, MI; Cleveland, OH; or Columbus, OH. Essential Job Duties / Responsibilities Directly supervise a team of Care Coordinators and Lead Care Coordinators to ensure quality referral management and exceptional patient experience. Provide full supervisory leadership, including hiring, onboarding, work assignment, coaching, and performance evaluation. Exercise independent judgment in evaluating staff performance, determining development plans, and making decisions to enhance team productivity and retention. Conduct regular leadership rounding, facilitate structured coaching sessions, and promote a culture of accountability, empowerment, and service excellence. Oversee and direct the daily operations of the Care Coordinator team, ensuring adherence to Center Playbook standards and Referral operating procedures. Resolve escalated patient concerns, determine appropriate service recovery actions, and coach team members on communication and service standards. Monitor operational metrics, identify variances, and implement corrective actions without close supervision. Monitor referral reports, workflows, and productivity for all team members, benchmark against expected targets, distribute reports, and discuss results with team members. Conduct regular quality audits of team performance and processes and engage in constructive feedback conversations to identify improvement opportunities. Adjust staff assignments to ensure work is adequately and appropriately distributed and prioritized to meet productivity and quality expectations. Lead and facilitate team huddles, meetings, and trainings; train, coach, and educate team members on processes, procedures, and practices. Administer referral policies and procedures consistently and promptly; implement new processes as directed. Contribute to process improvement initiatives and support organizational standards and strategies. Perform other duties as assigned and modified at manager's discretion. Knowledge, Skills, and Abilities Advanced-level business and operational acumen, with the ability to interpret data and make informed, independent decisions. In-depth knowledge of general and core job‑related functions, practices, processes, procedures, techniques, and methods. Extensive experience processing value‑based Medicare Advantage referrals and diagnostics; in-depth knowledge of referral processes. Knowledge and experience leading a team; 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. Exceptional communication and relationship‑building abilities for interactions with patients, staff, leaders, and external partners. 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 the 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 required systems. Ability and willingness to travel locally, regionally, and/or nationally, up to 20% of the time; flexible to work evenings, weekends, and/or holidays as needed. Spoken and written fluency in English; bilingual preferred. Education and Experience Criteria BA/BS degree in Business, Healthcare Administration, or related field required; additional experience may be considered in lieu of the required education on a year‑for‑year basis. A minimum of five years of referral experience in a healthcare setting required; at least two years in a supervisory/managerial role leading a team of direct reports required. Preference for managing a virtual team. 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. Pay Range $49,871 – $71,243 annual salary. Final compensation will depend on experience, education, geographic location, and other relevant factors. This position may also be eligible for bonuses or commissions. Employee Benefits ChenMed offers competitive compensation, comprehensive benefits, career development, and advancement opportunities. Employees enjoy a supportive work‑life balance and opportunities for growth. #J-18808-Ljbffr ChenMed