Join VillageMD as Referral Coordination Manager

Join the frontlines of today's healthcare transformation  

Why VillageMD?  

At VillageMD, we're looking for Referral Coordination Manager to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we've partnered with many of today's best primary care physicians. We're equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.  

We're creating care that's more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.  

In this role, the Manager of Referral Coordination will partner with our Village Medical team and collaborate with provider office staff, patients, and community partners to ensure the appropriate care and program support is accessible.  

Could this be you?  

The Referral Coordination Manager will be responsible for performance management of all medical referral coordinators towards meeting all contractual compliance as it relates to the delivery of cost efficient, effective, timely patient care. They will be responsible for driving employee engagement effort in collaboration with leadership within Shared Services.

How you can make a difference  

• Interview, hire, train, counsel and, if appropriate, terminate all Referral Coordinator staff
• Monitor staff productivity and quality on a daily, weekly and monthly basis
• Document policies and procedures for all Referral Coordination functions
• Actively review and maintain Referral volume and staffing needs adjusting the number of staff as call volumes trend
• Update, maintain and communicate departmental statistical reporting
• Serve as primary escalation point for patient complaints
• Serve as primary contact for Managers, Directors and Providers as it relates to Referral Coordination
• Manage time, approve time off requests and processes payroll for Referral Coordinators
• Timely execute Performance Evaluations for all Referral staff at their 90-day, mid-year and end of year timeframes
• Actively participate in annual budget process and proactively reviews monthly budget performance looking for opportunities for improvement
• Proactively identify process improvements to continue to deliver high quality service at the most practical of staffing levels
• Report to management any provider or practice specific trends or issues
• Respond promptly to Provider and managements needs and requests
• Attend and participate in monthly management meetings
• Provide back up support, as needed
• Be available “on call” for Referral emergencies Monday - Saturdays
• Support and maintain information security measures as appropriate to the position, including maintaining the highest standards of confidentiality to protect patient/provider privacy and company’s proprietary information
• Communicate and coordinate with supervisors to ensure call center performs as a cohesive unit and meets performance goals
• Complete necessary human resources paperwork
• Drive collaboration with available community programs, or internal departments to optimize patient support
• Enforce organizational guidelines regarding the use of the Electronic Medical Record (EMR) in compliance with HIPAA and patient confidentiality standards 
• Navigate patient to care, as needed   

Skills for success  

• Ability to collaborate across enterprise to operationalize and solution ideas
• Strong working knowledge of Referrals and Authorization request and processing for all types of plans: Commercial, Medicare and HMO Requirements
• Excellent written and verbal communications skills
• Optimizing quality and financial performance by aligning service policies with needs of partner physicians, health plans and members
• Knowledge of contract and agreements
• Overseeing day to day operations for all phone and non-phone referrals request intake, assignment and processing functions with an interest in building and leading a centralized function as the organization scales
• Ability to motivate and influencing others to achieve results and can pivot between a leadership and support role depending on situation and need 
• Experienced at distilling complex, technical information to stakeholders at an operational level to effect change
• Adept with performing under pressure with a strong sense of urgency, attention to detail, and a commitment to doing what you say you will do
• Solution-oriented and have a passion for being hands-on in problem-solving and execution
• Self-starting and maintain a high sense of urgency and accountability in delivering measurable results in line with agreed upon timeframes
• Demonstrated ability to effectively develop ongoing training programs for Referral Coordinators that includes communication, implementation and change management plans
• Understands how Specialist networks are built and leveraged to drive patient value and timely access to care.

Experience to drive change  

• High School Diploma or GED equivalent (at least 2 years of college preferred)
• 5+ years of experience in call center leadership
• 3+ years of experience in Medical Referrals and Authorizations processing including telephonic requests (Medicare & Commercial experience)
• Experience in managing both inbound and outbound contact centers
• Expertise in using Call Center CRM and Workforce Management technology
• Demonstrated successes in identifying production waste and managing Call Center Metrics
• Multi-Site management experience
• Strong leadership skills that include leading by example, ability to provide constructive feedback and the connection that enables you to quickly build trust with a team
• Solid understanding of medical terminology
• Skilled in basic computer operations, EMR applications and MS office products    
• Task-oriented, strong organizational skills, ability to multitask  
• Strong organizational skills, including time management and documentation
• Prior experience in transactional workflow navigation and oversight to ensure proper service levels are maintained
• Fluency in written and spoken English
• Ability to work independently with a strong sense of focus  
• Task-oriented, strong organizational skills, ability to multitask  
• Strong attention to detail  

How you will thrive  

In addition to competitive salaries, a 401k program with company match, bonus and a valuable health benefits package, VillageMD offers paid parental leave, pre-tax savings on commuter expenses, and generous paid time off. You work in a highly-collaborative, conscientious, forward-thinking environment that welcomes your experience and enables you to make a significant impact from Day 1.  

Most importantly, you make a difference. You see a clear connection between your daily work on VillageMD products and services and the advancement of innovative solutions and improved quality of healthcare for providers and patients.  

Our unique VillageMD culture – how inclusion and diversity make the difference  

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.   

Those seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.  

Explore your future with VillageMD today.