Referral Operations Lead — Patient Experience Coach

PMR Virginia Holding; Richmond (VA); On-site; USD 70,000 - 105,000; Full time

Job summary

PMR Virginia Holding is seeking an Associate Supervisor, Referrals to lead a team of Care Coordinators and ensure high-quality referral management. You will guide day-to-day operations, coach staff, monitor performance, and drive continuous improvement within a fast-paced healthcare environment.

The role emphasizes leadership development, adherence to playbooks, and service excellence to provide VIP patient experiences. Strong collaboration with leadership and external partners is essential.

Qualifications

• Ability to lead a team of Care Coordinators and Lead Care Coordinators.
• Experience processing value-based Medicare Advantage referrals and diagnostics.
• Strong coaching, mentoring, and performance feedback skills.

Responsibilities

• Supports day-to-day referral operations and supervision of the assigned team.
• Participates in evaluating staff performance and development plans.
• Leads regular leadership rounding and coaching sessions.
• Oversees daily operations to ensure adherence to standards and procedures.
• Responds to escalated patient concerns and supports service recovery.
• Monitors operational metrics and initiates corrective actions.
• Reviews referral reports and productivity, guiding discussions and training needs.
• Conducts quality audits and provides constructive feedback.
• Manages daily staff assignments to meet productivity and quality goals.
• Facilitates team huddles, trainings, and policy updates.
• Contributes to process improvements and organizational standards.

Skills

Operational leadership

Team leadership

Coaching

Mentoring

Referral knowledge

Data interpretation

Communication

Change management

MS Office familiarity

Job description

PMR Virginia Holding is seeking an Associate Supervisor, Referrals to lead a team of Care Coordinators and ensure high-quality referral management. You will guide day-to-day operations, coach staff, monitor performance, and drive continuous improvement within a fast-paced healthcare environment.

The role emphasizes leadership development, adherence to playbooks, and service excellence to provide VIP patient experiences. Strong collaboration with leadership and external partners is essential.