Lead Referrals Specialist

Health Care for the Homeless; Baltimore (MD); On-site; USD 40,000 - 60,000; Full time

Job summary

Health Care for the Homeless in Baltimore is seeking a Lead Referrals Specialist who will provide top-notch customer service and administrative support to clients and team members. The ideal candidate needs a high school diploma/GED and preferably an associate degree, with at least two years of client services experience. Skills required include effective communication, confidentiality maintenance, and the ability to work in a collaborative environment. Bilingual (Spanish and English) is preferred. The role involves managing referral processes and supporting referral specialists.

Qualifications

• At least two years of experience in client services, preferably in processing and coordinating referrals.
• One year of supervisory experience preferred.
• Experience working with homeless individuals or low-income backgrounds.

Responsibilities

• Sets expectations and creates a communicative environment for staff.
• Completes Referrals Specialist duties.
• Collaborates with Referrals Coordinator for timely referral processing.
• Maintains referral-related resources including directories and templates.
• Oversees data tracking of team performance KPIs.

Skills

Customer service skills

Confidentiality maintenance

Bilingual (Spanish and English)

Problem-solving

Interdisciplinary teamwork

Education

High school diploma or GED

Associate degree (preferred)

Tools

Azara

Power BI

Job description

The Lead Referrals Specialist provides best-in-class customer service to clients, staff, and visitors through administrative support. This role accurately and efficiently manages confidential information in multiple databases and systems to support clients through the referral processing cycle. The Lead Referrals Specialist promotes the work of referrals specialists and assists the Referrals Coordinator with performance improvement activities.

Key Role Responsibilities

• Sets clear expectations, creates a culture of open communication and helps team members solve complex problems through individual supervision and team meetings. Motivates and engages staff, fostering a professional and collaborative environment.
• Completes all duties of the Referrals Specialist.
• Collaborates with the Referrals Coordinator to lead the work of the referral specialists in the team to ensure timely processing and referral tracking occurs.
• Supports Referral coordinator in maintaining all referral-related resources for organization and team including Specialist Directory (insurances and contact info), letter templates, authorization requirements.
• Oversees the data tracking of teams KPI in referral processing and tracking in Azara and Power BI with the support of the referral coordinator.

Knowledge, Experience, And Skills

Formal Education and Training

• High school diploma or GED required.
• Associate degree preferred; relevant work experience may be substituted.

Experience

• At least two (2) years of experience in client services, preferably in processing, scheduling, and coordinating client referrals.
• One year of supervisory or leadership experience preferred.
• Experience working with people who are experiencing homelessness or from low-income backgrounds.
• Experience working with computers and databases, preferably medical or insurance systems.

Skills

• Must be able to efficiently operate multiple line telephone system, all internal databases and operating systems and registration for benefits and insurance throughout Health Care for the Homeless’ processes and procedures.
• Excellent customer service, with ability to clearly communicate verbally and in writing.
• Must be able to maintain confidentiality in all circumstances.
• Must be able to remain calm in highly inflammatory circumstances, providing and taking clear direction and maintaining a respectful demeanor.
• High level of motivation, initiative, and responsibility.
• Able to work with interdisciplinary teams.
• Able to cope with interruptions, be flexible and be a team player.
• Bilingual in Spanish and English preferred.