We’re unique. You should be, too.We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded Is your work ethic and ambition off the charts Do you inspire others with your kindness and joy We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.The Manager, Referrals is a customer-service and leadership-focused position working directly with patients and their families, insurance representatives, doctors and other medical personnel in a dynamic and professional environment to provide the highest level of quality healthcare to all patients.ESSENTIAL JOB DUTIES/RESPONSIBILITIES:Provides extraordinary customer service to all internal and external customers (including patients and other Chen Medical team members) at all times.Manages, coaches and provides training to Care Coordinators; ensures they are following company processes. Training can also include other roles as needed.Implements new processes per Referral COE.Conducts monthly Care Coordinator meetings and weekly visits to medical centers.Assists Care Coordinators with solving issues pertaining to referrals.Collaborates with Office Managers to conduct performance evaluations of Referrals Team Members.Addresses / resolves any customer-service issues.Works closely with the Management Team and Administrators in relation to strategic business planning.Manages Referral Approval Process- Use Referral Approval Process Checklist.Communicates alternative/approvals to Referral Coordinator.Follows up with MMD/Specialist/MND if no response after 24hours.Calls and follows up with patients regarding alternatives; uses messaging scripts to speak with patients regarding alternatives.Processes New Patient Referral Exception from Sales Team (if applicable to your market).Prepares and runs referral team meeting- Create agenda for meeting. Gather info from Medical Director /Network Director /Referral Manager.Prepares Referral Team Meeting Minutes and send minutes to Operation Director, Market Medical Director, Market Network Director and Referral COE via email after meetings.Communication with Network Director regards to PPL- Report any errors, concerns or feedback in regard to PPL providers.Analyzes Referral Workflow Report.Generates Weekly Analysis Report and send to Care Coordinators.Builds and maintains effective long-term relationships and higher level of satisfaction with key specialists with support from network director or associate director.Conducts site visits to service providers, resolves issues, educates staff/providers on policies and certifies specialists with support of network director or associate director.Establishes consistent and strong relationships with specialists’ provider offices.Collaborates with network leaders to identify network gaps.Identifies root cause of problems and trends; participates in developing solutions.Works with provider’s and organization staff to resolve the issue and monitor recurrence.Ensures all elective procedures are entered into HITS prospectively.Works with tier2/tier 3 specialist to make sure our patients are seen working with the Network Director when necessary.Looks for trends and referral patterns -work with Network Director- Example: overutilization and dissatisfaction.Manages Specialist Schedules- Open, close and blocks schedules when advised by Network Director to do so.Covers for Care Coordinator as needed.When needed meet with specialist office and Network Director.Manages time for Care Coordinators with Center Managers.Maintains PPL in conjunction with Network Director.Other duties as assigned and modified at manager’s discretion.KNOWLEDGE, SKILLS AND ABILITIES:Understanding of the communities served by ChenMed, including the complexities of Medicare programs to patients in the healthcare marketplaceAbility to determine proper resolution of problems based on defined alternativesAble to use Microsoft Office Suite products including Excel, Word, PowerPoint and OutlookAbility and willingness to travel locally and regionally up to 50% of the timeSpoken and written fluency in EnglishEDUCATION AND EXPERIENCE CRITERIA:High School diploma or GED requiredOne (1) to three (3) years of healthcare experience such as care coordinator, referral coordinator in a clinical setting, preferably within the Medicare HMO populationWe’re ChenMed and we’re transforming healthcare for seniors and changing America’s healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We’re growing rapidly as we seek to rescue more and more seniors from inadequate health care. ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people’s lives every single day.Current Employee apply HERECurrent Contingent Worker please see job aid HERE to apply#LI-Onsite

We’re unique. You should be, too.We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded Is your work ethic and ambition off the charts Do you inspire others with your kindness and joy We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.The Front Desk Supervisor, functioning under the supervision and guidance of the Center Operations Director and/or Clinical Dyad leader, is responsible for organizing and directing the work of the front desk staff, coordinating staff activities and schedules to ensure effective patient care services are provided, and ensuring quality standards are met. Trains, guides and supports Care Facilitators to ensure organizational front desk standards are met and that they have the tools and resources they need to effectively perform their duties. Leads front office center operations including, quality, compliance, human resources, patient experience, and direct supervision of employees. Leads the VIP customer experience from center entry to exit by ensuring our patients and their family members have a pleasant and memorable experience every visit and with every interaction. Establishes and maintains strong professional relationships with internal work partners and external customers; and through strict adherence of established center guidelines and standards provides the best solutions and options for our patients in support of the overall center experience.ESSENTIAL JOB DUTIES/RESPONSIBILITIES:Leads a team of Care Facilitators and other front desk staff. Supervisory tasks included but not limited to setting performance goals, developing top talent, and implementing progressive improvements when needed.Engagement and Development:Instills ChenMed values and behaviorsBuilds culture and strong engagementPromotes team member retentionProvides clear onboarding expectationsPromotes team member development and retention by performing regular facilitated coaching and leadership rounding with front desk team membersOperational Excellence:Consistently executes the core model and follows the Center Playbook proceduresExhibits a strong understanding of the importance of adhering to core model execution by leading engagement and development, operational excellence and scheduling optimizationUnderstands philosophy of patient flow metrics and efficiencies and shares the desired outcomes with all front desk team membersMaintains focus on patient retention and positive customer experience and is available and accessible to both team members and patientsScheduling Optimization:Adheres to enterprise scheduling templates and ensures 100% of patients are assigned and scheduledTop 40 and risk score 70+ patients scheduled at least bi-weeklyIP/ER discharge follow-up scheduled immediately with daily follow-upPartners with growth team to ensure THV-EE and CMAP scheduling is 100% completedEnsures care facilitators have the resources needed and clearly defined priorities readily available to them to promote daily success.As supervisor, serves as a primary contributor in hiring and selection of Care Facilitators and other front desk staff.Front Desk Ambassador:Helping patients in and out of their vehiclesOpening the doorChecking in on patients who have been waiting longer than 10 minutes. Give them updates.Engaging patients and Overall Patient ExperienceMary's Cafe being up front and accessible to patients and always stockedEnsures OSHA, clinical and quality standards of ChenMed are met by monitoring performance and implementing correctiveaction plans when needed.Serves as first point of contact and resolution for escalated patient issues/concerns/disputes.Supports PCP scheduling by ensuring appropriate blocks are in place and double/over/under booking does not occur. Ensure scheduling gaps are attended to and closed in a timely manner.Reviews ENS notifications and ensure patients receive follow up from their Care Teams.Examines medical release forms for accuracy and PCP sign off prior to release of medical records. Ensures the e-fax folder is routinely checked and that documents received are correctly uploaded and indexed.Reviews phone messages to ensure proper and timely routing and follow-up. Ensures after hours messages from patients are recorded in the patient’s medical record and followed up on by the appropriate discipline.Troubleshoots Dashboard, phone, and computer issues.Orders office and other needed supplies to ensure the Center is properly inventoried, stocked and maintained.Other responsibilities may include: Fills in for Care Facilitator as needed for scheduled and unscheduled absences.Cover various Front Desk tasks and duties in line with business needsSupports the patient VIP experience by assisting with new patient paperwork and supporting New Patient Welcome and Tours.Performs other duties as assigned and modified at manager’s discretion.KNOWLEDGE, SKILLS AND ABILITIES:Strong business acumen and acuityGood knowledge and understanding of general Operations standards, functions, methods, techniques, practices, processes and proceduresUnderstanding of regulatory standards, various local, state and federal laws that apply to the business and where to find information on standards and interpretationsExcellent critical reasoning, decision-making, and problem-solving skills to analyze situations, determine risks, and find solutions to prevent future issues and resolve recurring defectsStrong organizational skills and attention to details to handle multiple tasks, short deadlines, frequent interruptions, and shifting priorities in support of changing company objectivesStrong leadership, training, written and verbal communication, and interpersonal and presentation skills to drive resultsWorking knowledge of medical insurance and/or knowledge of electronic medical record EMR systemsSkilled in operating phones, personal computers, software and other basic IT systemsAbility to communicate with employees, patients and other individuals with a professional and courteous manner dispositionProficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation softwareAbility and willingness to travel locally, regionally and nationwide up to 10% of the timeSpoken and written fluency in EnglishEDUCATION AND EXPERIENCE CRITERIA:High school diploma or GED equivalent requiredAbility to lead and coach teams to drive positive outcomes and excellenceSome college coursework preferredA minimum of 3 years’ work experience in a medical facility requiredBLS for Healthcare Providers certification desiredWe’re ChenMed and we’re transforming healthcare for seniors and changing America’s healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We’re growing rapidly as we seek to rescue more and more seniors from inadequate health care. ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people’s lives every single day.Current Employee apply HERECurrent Contingent Worker please see job aid HERE to apply#LI-Onsite