Referral Supervisor - Radiology - Reliant Medical Group

Optum; Worcester (MA); Presencial; USD 50.000 - 89.000; Jornada completa

Descripción de la vacante

Reliant Medical Group, part of the Optum family, seeks a Referral Supervisor - Radiology in Worcester, MA. This full-time, office-based role leads a team of Referral Coordinators, ensuring high-quality patient service and efficient referral handling.

Responsibilities include coaching staff, monitoring performance, resolving issues, and driving process improvements. Prior supervisory experience and strong communication skills are essential.

Formación

• High school diploma or equivalent required.
• 3+ years in a clinical and/or customer service setting.
• 2+ years in a Lead or Supervisory role in similar environments.

Responsabilidades

• Manage daily activities of Referral Coordinator Coordinators and monitor process flow.
• Oversee call queue to maintain service levels and performance.
• Provide coaching, feedback, and corrective actions per policy.
• Perform annual performance reviews and schedule staff per needs.
• Lead recruitment, onboarding, and staff development.

Conocimientos

Leadership

Customer Service

Team Work

Problem Solving

Decision Making

Written Communications

Oral Communications

Educación

High school diploma or equivalent

Herramientas

EPIC

EMR systems

Descripción del empleo

Job Description - Referral Supervisor - Radiology - Reliant Medical Group (2394287)

Referral Supervisor - Radiology - Reliant Medical Group - 2394287

Improve the lives of others while Caring. Connecting. Growing together.

Opportunities with Reliant Medical Group, part of the Optum family of businesses. Join a community-based, multi-specialty, physician-led organization where you will work with talented peers on a common purpose: improving the quality, cost and experience of health care. Here, we focus on delivering the best patient care, rather than volume. Through innovation and superior care management, we support patients and your well-being as a team member. Join a team at the forefront of value-based care and discover the meaning behind Caring. Connecting. Growing together.

Location: 5 Neponset St. Worcester, MA

Hours: Full Time; Exempt- Office based non-production roles are expected to be in the office 1-2 days/week

Specialty: Radiology

The Referral Coordinator Supervisor supports and manages a group of Referral Coordinator Coordinators and serves as functional supervisor for Referral Coordinator support staff. The Supervisor is the subject matter expert for the team, so while resolving complex referral issues, the Supervisor is also the person to whom team members come to for guidance while also providing continuous coaching and feedback. Other duties may be assisting new hires with additional training; monitoring calls to ensure that department quality standards are met; identifying areas for improvement; following the progressive discipline model as necessary and scheduling staff according to department needs.

Primary Responsibilities

• Manages the daily activities of the Referral Coordinator Coordinators to ensure departmental standards are being met along with monitoring and maintaining process flow
• Manages the queue of calls to ensure service levels are maintained
• Tracks attendance and performance of team and individuals
• Provides performance coaching and feedback, initiates corrective performance management actions following the progressive discipline model up to and including termination as appropriate
• Performs annual performance reviews of team members during merit cycles
• Implements process improvements for team
• Resolves patient escalation issues without further escalation by providing superior customer service and advanced problem-solving skills
• Interviews and select candidates
• Ensures all personnel and department policies/ procedures are being followed
• Sets an example for staff to follow and exemplifies the ability to provide excellent service while excelling in the core functions performed by the Referral Coordinator staff
• Educates staff of any changes pertinent to their roles and with onboarding new hires
• Provides direction and support to staff to ensure departmental effectiveness and efficiency
• Assumes on-call responsibilities to ensure adequate staffing exists and utilizes problem-solving skills when appropriate
• Resolves all employee and patient concerns for the Department
• Maintains QA statistics and reports results to the Supervisor

Supervisory Responsibilities

• Supervise a large group of non-clinical nonexempt staff
• Carries out supervisory responsibilities within areas of responsibility in accordance with the organization's policies and applicable laws
• Provides direction and support to staff to assure departmental effectiveness and efficiency
• Interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications

• High school diploma, (or equivalent education, experience or training)
• 3+ years of experience in a clinical and/or customer service setting
• 2+ years in a Lead or Supervisory role in similar environments

Preferred Qualifications

• Experience with EPIC or a similar electronic medical records system
• Proven ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications

Proven ability to perform all job functions in compliance with applicable federal, state, local and company policies and procedures

Skills

• Requires in depth knowledge of area of specialty. Solid interpersonal skills needed with the ability to interact effectively with patients and medical professionals. Sound judgment with the ability to work and make decisions in a fast-paced environment. Leadership potential
• Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving.
• Ability to remain calm in stressful situations
• Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance
• Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents. Must be able to effectively arrive at a solution that is patient friendly and able to satisfy business requirements
• Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager
• Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers
• Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers
• Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations
• Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $49,700 - $88,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.