Referral Supervisor - Radiology - Reliant Medical Group - Remote

Optum; Worcester (MA); On-site; USD 50,000 - 89,000; Full time

Job summary

Reliant Medical Group, part of the Optum family, is seeking a Supervisory Referral Coordinator in Worcester, MA. This full-time, office-based role manages a team to ensure service levels, process adherence, and effective performance management.

Qualifications include a high school diploma, 3+ years in clinical or customer service settings, and 2+ years in a lead/supervisory role. EPIC experience is preferred.

Qualifications

• High school diploma or equivalent.
• 3+ years of experience in a clinical and/or customer service setting.
• 2+ years in a Lead or Supervisory role in similar environments.
• Experience with EPIC or a similar electronic medical records system (preferred).
• Proven ability to use electronic tools and applications relevant to the role.

Responsibilities

• Supervise a large group of non-clinical staff and ensure departmental standards are met.
• Manage queue of calls to maintain service levels and resolve patient escalations.
• Provide performance coaching, conduct annual reviews, and implement process improvements.
• Interview and select candidates; ensure policies and procedures are followed.
• Educate staff on role changes and onboarding of new hires; on-call coverage.
• Resolve employee and patient concerns; maintain QA statistics.

Skills

Leadership

Customer service

Problem solving

Written communication

Oral communication

Teamwork

Independence of action

Education

High school diploma

Job description

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.

Position Details

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

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.

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

UnitedHealth Group and its affiliated brands are an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group and its affiliated brands are a drug‑free workplace. Candidates are required to pass a drug test before beginning employment.