Team Lead, Referral Management (Remote)

About the role

We are looking for a Team Lead to join our growing Referral Management team. The Team Lead acts as the subject matter expert for referral management employees, coordinating home health care for all assigned referral requests. The Team Lead serves as a liaison between the Supervisor and team members, ensuring compliance with applicable laws, regulations, and company policies.

Office Location: Remote

Responsibilities

• Serve as the main point of contact for a team of coordinators, answering questions to ensure proper processing of referrals in accordance with policies and desktop procedures.
• Support employee quality and productivity training based on audits or productivity reporting.
• Train and mentor new associates to meet on-time requirements without loss of efficiency.
• Report promptly to the team Supervisor when delays are identified.
• Coordinate with the Supervisor and Training team to assist with updates to process materials and desktop procedures as needed.
• Run team reports as requested and identify employees requiring frequent support for retraining opportunities.
• Fill in for the Supervisor when required to ensure appropriate scheduling of team members for day-to-day production coverage.
• Manage referrals in production, performing all duties outlined in the Coordinator, Qualification Job Description.
• Other duties as assigned.

Requirements

• Must be at least 18 years of age.
• High School Diploma or GED.
• Basic computer knowledge and experience, including Microsoft Word, Excel, and typing skills.
• Ability to maintain composure in high-pressure situations.
• Home care/healthcare background is a plus but not required.
• Customer service-oriented with excellent oral and written communication skills.
• Self-directed, flexible, and cooperative with the ability to work with minimal supervision.
• Detail-oriented with strong organizational skills.

Skills

• Ability to multitask in a fast-paced work environment.
• Ability to remain calm under pressure and manage stressful situations.
• Excellent and professional customer service skills with a positive, patient, and friendly attitude.
• Ability to maintain a high level of confidentiality and remain HIPAA compliant.
• Strong organizational skills and ability to establish productive habits.
• Ability to motivate others and project a positive attitude.