Referral Management Pre Service Supervisor, Outpatient Rehab

Overview

Referral Management Pre Service Supervisor

Position Highlights: 

• Shift Schedule: Full Time (40 hours), Day shift
• Department: Outpatient Rehab
• Location:  Atrium Health Wake Forest Baptist 

What We Offer: 

• Generous PTO: Accrue up to 25 days/year, to be used for vacations, sickness, holidays, and personal matters.
• Education Reimbursement: We invest in your professional growth, offering up to $2,500 per year towards a bachelor’s degree and up to $5,000 per year towards a graduate degree.
• Wellness Incentives: Take advantage of up to $1,350 per year in wellness incentives through our LiveWELL program, prioritizing your well-being.
• Parental Benefits: We understand the importance of family, providing six weeks of paid birthing-mother maternity leave and four weeks of paid parental leave.
• Retirement: Secure your financial future with up to 7% employer-paid retirement contributions.

What You'll Do: Accountable for the day to day supervision of a team of front-line representatives who are responsible answering the phones for the Access Center or Physician & Community Health Access. Ensures that the team provides superior customer service to support and enhance the overall patient experience is the highest priority. 

1. Supervises, monitors, and assists all front-line teammates on daily basis. Demonstrates flexibility in work schedules, as needed. 

2. Works with individual teammates to ensure each is trained on scheduling guidelines, policies, procedures and proper protocols. Accurate documentation of protocols and processes to be followed is critical. 

3. Responsible for answering calls and scheduling appointments during busy periods and during low staffing periods. 

4. Maintains a working knowledge of scheduling guidelines, healthcare related issues and regulations, knowledge of SPOK, Wake-on-Call, WakeOne, etc. including competency in registration accuracy and knowledge of insurance requirements to reduce front-end denials, 

5. Provides assistance/resolution to external and internal inquiries 

6. Analyzes and solves problems quickly and thoroughly 

7. Establishes realistic goals and priorities concurrent with organizational objectives and hold teammates accountable for achieving performance objectives 

8. Performs Quality Assurance audits and Performance Evaluations to meet monthly expectations and ensure teammates are receiving appropriate feedback 

9. Prepares monthly reports as required to share with partners in our business 

10. Represents Access Center and PCHA in departmental meetings as needed 

11. Maintains a professional attitude 

12. Maintains confidentiality at all times 

What You'll Need:

• Bachelors degree preferred 
• Prior experience in a healthcare setting 
• Prior supervisory experience 
• Demonstrated ability to set clear and measurable objectives for the team and leads the team in achieving those objectives 

The ideal candidate will also possess the following skills:

• Excellent communication skills, oral and written 
• Strong ability to interact with irate customers
• Ability to stay positive in demanding situations 
• Strong interpersonal skills; capable of relating to individuals at all levels 
• Must possess good time management and organization skills 
• Strong analytical skills 
• Strength in troubleshooting, problem solving, and constructively handling unexpected issues 
• Self-motivated with the ability to work without direct supervision (24x7) 
• Ability to clearly communicate with all levels of internal and external customers