Referral Team Lead: Client Services & Coordination

Hchmd; Baltimore (MD); On-site; USD 42,000 - 53,000; Full time

Job summary

Health Care for the Homeless is seeking a Lead Referrals Specialist to provide exceptional client services and supervise the referrals team in Baltimore, MD. The role focuses on accurate, confidential handling of referral data across systems and supports performance improvement efforts.

The position requires experience in client services, leadership capabilities, and comfort handling sensitive information. Bilingual English/Spanish is preferred, with a collaborative, team-oriented approach.

Qualifications

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

Responsibilities

• Sets clear expectations, creates a culture of open communication and helps team members solve complex problems through supervision and meetings.
• Completes all duties of the Referrals Specialist.
• Collaborates with the Referrals Coordinator to lead the work of the referral specialists to ensure timely processing and tracking.
• Maintains referral-related resources (Specialist Directory, letter templates, authorization requirements).
• Oversees KPI data tracking in Azara and Power BI with support from the Referrals Coordinator.

Skills

Customer service

Communication

Confidentiality

Calm under pressure

Teamwork

Bilingual Spanish/English

Education

High school diploma or GED

Associate degree preferred

Job description

Health Care for the Homeless is seeking a Lead Referrals Specialist to provide exceptional client services and supervise the referrals team in Baltimore, MD. The role focuses on accurate, confidential handling of referral data across systems and supports performance improvement efforts.

The position requires experience in client services, leadership capabilities, and comfort handling sensitive information. Bilingual English/Spanish is preferred, with a collaborative, team-oriented approach.