Medical Assistant (MA)

About the role

The Referral Coordinator Supervisor (RCS) is a strategic business partner working directly with assigned Program Manager to develop and implement short and long term goals, while assisting in managing day-to-day operations of the Referral Coordinator team.

Responsibilities

• Works in partnership with assigned Division Leadership toward development of long-term and short-term service performance goals, growth opportunities and ensuring positive financial performance of the PPSC.
• In conjunction with the Program Manager, acts as a liaison between the PPSC Referral team and assigned division practices and other leadership teams.
• Supervises day-to-day operations of PPSC referral staff and services provided to ensure efficient, fiscally responsible and customer responsive operations.
• Maintains teamwork environment and a high level of employee morale.
• Works with the Program Manager and Division Leadership with developing goals and objectives for the team.
• Ensures that all staff are adequately trained to effectively perform their required responsibilities and provided with an overview of the PPSC performance goals and objectives through regular communications.
• Provides team members additional training, if needed.
• Effectively organizes training materials for new employees.
• Performs quality reviews on staff work and recorded telephone calls.
• Manages PPSC referral call data and phone data reports.
• Aids in the development and maintenance of the PPSC Referral Scorecard to show performance for all referral staff.
• Works 1:1 with PPSC leadership and team members to ensure quality of work.
• Maintains efficient and effective scheduling for the PPSC Referral Coordinator team and maintains Time & Attendance program.
• Fills in as a referral coordinator, when needed.
• Communicates respectfully and cooperatively with management staff, patients and vendors; handles escalated patient and staff issues, as needed.
• Manages all internal and external complaints, manages compliance log and compiles data to provide monthly reports.
• Manages more complex patient calls or insurance issues.
• Provides ongoing communication to staff and leadership regarding pertinent authorization issues.
• Provides ongoing communication to staff and leadership regarding pertinent insurance items, EMR items, workflow changes, and daily communication updates as needed.
• Participates in process and procedure development.
• Works collaboratively with the PPSC leadership team to improve PPSC services, additional services and achieve PPSC goals.
• Oversees tasks that optimize workflow; provides suggestions to continually improve processes and the Customer Experience.
• Works with the Program Manager to develop and implement processes that enhance the efficiency and effectiveness of the referral authorization program.
• Responsible for reviewing, submitting, monitoring and responding to issues regarding referral authorizations for IHA patients.
• Assumes all Referral Coordinator responsibilities, as needed.
• Attends required internal and external meetings, performs other administrative support tasks.
• Performs other duties, as assigned.

Qualifications

• Education: Bachelor’s degree or an equivalent combination of education and professional experience.
• Credentials/Licenses: None.
• Experience: Minimum of 3 years’ experience with insurance referrals, prior authorization or other relevant medical office experience; experience in a supervisory capacity strongly preferred.

Skills

• Ability to effectively supervise and manage functional area within the PPSC, providing feedback and guidance to staff.
• Demonstrated ability to administer a comprehensive training program for new and existing PPSC staff.
• Knowledge of billing and managed care department services and organizational policies related to position responsibilities.
• Knowledgeable in medical terminology related to position responsibilities.
• Ability to perform mathematical calculations needed during the course of performing basic job duties.
• Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Mitel Connect, EPIC, email, e-learning, intranet, Microsoft Word and Excel, and computer navigation.
• Excellent communication skills in both written and verbal forms, including proper phone etiquette.
• Ability to speak before groups of people, either in-person or virtually.
• Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
• Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, family members, insurance carriers, vendors, external customers and community groups.
• Ability to cross-train in other areas of department in order to achieve smooth flow of all operations.
• Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
• Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving patient call issues.
• Ability to handle patient and organizational information in a confidential manner.
• Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office department operations.

Measure by

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.