Referral Operations Manager

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

The Referral Operations Manager for the Access Center is responsible for ensuring patients referred from a Summit Health Location are scheduled for the appropriate follow-up care as part of our commitment to providing coordinate care. The manager will lead a team of Supervisors and agents ensuring all protocols are followed, all performance metrics are met, optimizing workflows and processes, managing time and attendance, and providing mentorship and direction and collaborating with the markets supported. Specifically, this manager will help ensure patients referred from a Summit Health location find and engage with the next necessary step in their care.

Duties and Responsibilities

The primary duties, responsibilities, and expectations of an Access Center Manager, Referrals are:

• Provide oversight, management, coaching, development, and evaluation of the performance of the Supervisors on an ongoing basis following applicable performance standards.
• Scheduling of all Supervisors to ensure proper shift coverage.
• Driving care continuity for patients within Summit locations, ensuring patients are scheduled for their follow-up care as necessary.
• Handling of escalated patient and site concerns. Creating action plans that are effective in solving business issues for the department.
• Create and deliver presentations to the Access Center Leadership team when necessary.
• Understanding key informatics and metrics and utilizing data appropriately to manage labor, key operational goals, and site staff KPIs.
• Monitor employee engagement and designs programs in partnership with the Access Center leadership to maintain high employee engagement.
• Coordinate with vendor partner to drive vendor agent success.
• Maintain and exceed department goals for management and throughput.
• Attend regular meetings with the Clinical managers to review performance and address any concerns.
• Coordinates and collaborates with the Access Center Leadership and recruitment team to ensure all staff hires and needs are up to date for Access Center.
• Assist in reporting on department metrics back to Access Center leadership regularly.
• Enforce and audit policies and procedures related to the flow of information and systems used.
• Monitor phone volume and assist with calls when necessary.

Qualifications

A candidate’s qualifications will include:

• A bachelor’s degree is preferred but not required.
• Minimum (3) Three years of experience as an Access/Call Center manager or comparable management experience.
• Strong and Clear communication skills.
• Working knowledge of EHRs – Electronic Health Records system is a plus.
• Call center, referral, and/or appointment scheduling experience in a healthcare environment is a must.
• Ability to analyze, review trends, and create action plans to mitigate areas of opportunity.
• Must exhibit passion for outstanding results and compassion for those we work with and serve.
• Happy and positive thinking, able to project this attitude around others.
• Be willing to travel to clinical/Corporate locations, if needed.
• Comfortable with constructive feedback and counseling management

This is an exempt position with the salary range of $86,000 - $94,000 based on experience and market.

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families.  Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.