Referral Operations Lead

ChenMed LLC; Lakeland (FL); On-site; USD 46,000 - 65,000; Full time

Job summary

ChenMed is seeking an Associate Supervisor, Referrals to lead a team of Care Coordinators and drive high-quality referral processing for an exceptional patient experience. You will support onboarding, coaching, performance monitoring, and daily operations under guidance from Referral Team Leadership.

You will collaborate across teams, monitor metrics, and promote accountability and service excellence while ensuring adherence to policies and playbooks.

Qualifications

• BA/BS in Business or Healthcare Administration required.
• 3+ years of referral experience in healthcare required; leadership potential appreciated.
• Experience with web-based insurance sites and obtaining referrals/authorizations.
• Healthcare experience with Medicare Advantage preferred.
• Current valid Driver’s License required.

Responsibilities

• Supports day-to-day referral operations and supervision of Care Coordinators to ensure quality referrals and patient experience.
• Participates in evaluating staff performance and develops plans to enhance productivity and retention.
• Leads regular coaching sessions and culture of accountability and service excellence.
• Oversees daily operations, ensuring adherence to Playbook standards and procedures.
• Responds to escalated patient concerns with service recovery guidelines and coaching.
• Monitors metrics, analyzes variances, and implements corrective actions with leadership oversight.
• Distributes referral reports, discusses results with team, and identifies coaching needs.
• Performs regular quality audits and provides feedback for continuous improvement.
• Manages daily staff assignments to meet productivity and quality targets.
• Facilitates team huddles, trainings, and coaching on processes and policies.
• Communicates policy changes and new processes from leadership.
• Contributes to process improvements aligned with organizational standards.

Skills

Leadership

Coaching

People management

Data interpretation

Communication

Decision making

Travel up to 80%

Education

BA/BS in Business or Healthcare Administration

Tools

Microsoft Excel

PowerPoint

Outlook

Job description

ChenMed is seeking an Associate Supervisor, Referrals to lead a team of Care Coordinators and drive high-quality referral processing for an exceptional patient experience. You will support onboarding, coaching, performance monitoring, and daily operations under guidance from Referral Team Leadership.

You will collaborate across teams, monitor metrics, and promote accountability and service excellence while ensuring adherence to policies and playbooks.