Associate Referral Supervisor (Lakeland Market)

PMR Virginia Holding; Lakeland North (WA); On-site; USD 60,000 - 85,000; Full time

Job summary

PMR Virginia Holding is seeking an Associate Supervisor, Referrals to lead a team of Care Coordinators and Lead Care Coordinators in referral operations. The role emphasizes quality processing, productivity, and adherence to standards in a healthcare setting.

The position requires experience in referral workflows, coaching, and the ability to drive performance while ensuring an exceptional patient experience. A strong proficiency in Microsoft Office and data analysis is expected.

Qualifications

• Experience leading referral operations or healthcare teams.
• Ability to interpret data and provide actionable recommendations.
• Strong coaching, mentoring and team development skills.
• Excellent communication and relationship-building with patients, staff and partners.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated integrity, dependability and reliability.

Responsibilities

• Supports day-to-day referral operations and supervision of Care Coordinators and Lead Care Coordinators.
• Provides onboarding, assignment, coaching, performance feedback and team engagement.
• Participates in performance evaluations and development planning with leadership.
• Leads coaching sessions and promotes accountability and service excellence.
• Oversees daily operations, adheres to standard procedures, and monitors for quality.

Skills

Operations leadership

Team coaching

Data interpretation

Communication

Problem solving

Tools

Excel

Word

PowerPoint

Job description

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 Associate Supervisor, Referrals is a developing operational leader who supports the day-to-day referral operations and management of an assigned team of Care Coordinators and Lead, Care Coordinators under the guidance of a Referral Team Leadership. Applies growing knowledge of referral operations to assist in ensuring quality referral processing, team productivity, and adherence to organizational standards. This role is designed for experienced referral professionals who are actively building their leadership capabilities.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Supports the day-to-day referral operations and supervision of an assigned team of Care Coordinators and Lead Care Coordinators under guidance to ensure quality referral management and an exceptional patient experience.
• Assists in providing day-to-day leadership and guidance to assigned team, including onboarding support, work assignments, coaching, performance monitoring and feedback, and team engagement.
• Participates in evaluating staff performance and contributes input toward development plans in collaboration with and subject to approval by leadership to enhance team productivity and retention.
• Participates in regular leadership rounding, facilitates structured coaching sessions, and promotion of a culture of accountability, empowerment, and service excellence.
• Assists in overseeing and directing the daily operations of the assigned team, ensuring adherence to Center Playbook standards and Referral operating procedures under guidance.
• Responds to escalated patient concerns with established service recovery guidelines. Supports team members in applying communication and service standards through coaching.
• Monitors operational metrics, identifies variances, and implements corrective actions with oversight of leadership.
• Monitors referral reports, workflows, and productivity for all assigned team members, benchmarking against expected targets. Distributes reports to team members and facilitates discussion of results under direction. Identifies when coaching and/or re-training is necessary and escalates recommendations to leadership for review and action planning.
• Conducts regular quality audits of team performance and processes and engages in constructive feedback conversations with team members to identify improvement opportunities as directed.
• Monitors daily staff assignments to ensure work is adequately and appropriately distributed and prioritized to meet productivity and quality expectations.
• Facilitates team huddles, meetings and trainings. Trains, coaches, and educates team members on processes, procedures, and practices. Escalates training gaps or recurring knowledge deficiencies to leadership.
• Applies referral policies and procedures in a consistent and timely manner. Communicates policy changes and new process updates as directed by leadership.
• Contributes to process improvement initiatives and proves development in support of organizational standards and strategies.
• Performs other duties as assigned and modified at supervisor's discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Intermediate-level business and operational acumen, with the ability to interpret data and make informed, independent decisions and recommendations
• Knowledge and understanding of general/core job-related functions, practices, procedures, processes, functions, techniques and methods
• Experience processing value-based Medicare Advantage referrals and diagnostics; in-depth knowledge of referral processes
• Knowledge and experience as a lead team resource; 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
• Strong communication and relationship-building abilities for interactions with patients, staff, leaders, and external partners
• Ability to recognize when issues require escalation to supervisory leadership for resolution
• 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 our 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