Referral Services Supervisor in Houston, Texas at Asian American Health Coalition

POSITION TITLE: Referral Services Supervisor

LOCATION: HOPE Clinic - Alief

REPORTS TO: Certified Nurse Midwife and Clinical Services and Quality Improvements Manager

EDUCATION: Associates degree required; Bachelor's degree preferred; Certified Community Health Worker (CHW) preferred; Experience can be substituted for education

WORK EXPERIENCE: Minimum of 5 years in referral coordination, and 3+ years of supervisory experience in healthcare

SALARY: DOE

FLSA STATUS: Salary – Exempt

POSITION TYPE: Full-Time

LANGUAGE: Fluent in English; Bilingual in English and Spanish, Arabic, Burmese, Chinese or other languages is preferred.

HOPE Clinic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

JOB SUMMARY:

The Referral Services Supervisor facilitates the patient referrals process for HOPE Clinic patients to outside providers and insurance companies. The Referral Services Supervisor will be the leader of all Referral Navigators at all HOPE Clinic locations and will directly supervise the Referral Navigator Team Leads. The Referral Services Supervisor is responsible for ensuring the processing of all referrals initiated by providers in the appropriate service line and for equitable distribution of referrals to navigators regardless of location or provider. They will ensure an active roster of high-quality specialists and determine patient satisfaction level of the referral. The Referral Services Supervisor will assist staff with referral processing if necessary.

MAJOR DUTIES & RESPONSIBILITIES:

• Supervise Referral Navigators and Team Leads for completion and closing of the referral loop;
• Track all referrals in patient’s electronic health records and work closely and proactively with team to ensure referrals are efficiently managed from start to finish;
• Monitor eClinicalWorks referral loops, close open referral gaps, and generate performance metrics for leadership;
• Enforce and inform referral staff members on HOPE Clinic policies and procedures;
• Oversee referral staff ability, compliance, and understanding across of their scope of practice;
• Ensure operations are compliant with HIPAA, Uniform Data System (UDS) clinical metrics, FQHC regulatory requirements including addressing the social determinants of health, and other rules, policies, and laws;
• Coordinate care with the referral team via documentation and communication with the clinical care team and/or PCP of any barriers to quality care;
• Build and maintain relationships with local specialty providers, safety-net hospital systems, and pro-bono networks willing to accept FQHC patients;
• Support and assist with standardization of organizational policies;
• Participate in designing and implementation of new workflows;
• Collaborate with the Quality Improvement (QI) department to develop and maintain tracking systems;
• Review referrals to ensure equitable distribution of task load to across the team;
• Review Referral Navigators documentation and train or coach as required;
• Stay up to date with external referral sources, scheduling processes, and communicate with team based on services needed;
• Assist with referral processing as needed and provide documented justification for team increase;
• Approve payroll for team members;
• Work with patients, Referral Navigators, Team Leads, and other staff to coordinate necessary arrangements to ensure patient attendance at appointments (i.e., transportation, translations, etc.);
• Notify finance staff, supervisor and management team of issues with having adequate referral sources for patients due to insurance deficiencies;
• Service, respond, and follow-up patient questions, issues and/or concerns;
• Work independently and anticipate clinic and patient needs;
• Submit agency forms and documentation in a timely manner (ex: improvement activities, response to memorandums, travel reconciliation, supply requests, leave requests, monthly in-service);
• Actively participate in agency performance improvement initiatives such as chronic care management and utilizes the approved methodology such as PDSA;
• Ensure timely submission of paperwork and reports;
• Communicate with other clinics, specialists, physicians, management, and billing;
• Maintain updated patient information and referral forms;
• Maintains current and up-to-date knowledge and implement improvements to meet job, related goals;
• Share knowledge in a constructive manner;
• Positively contribute to staff morale and corporate culture;
• Ensure that work assignments and information gathered from day-to-day work is not shared with anyone and protects all patient and agency information.
• Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality;
• Ensure that our patients get the best possible care;
• Schedule and contact patients for required programs and appointments as assigned;
• Attend on-site/off-site community engagement activities and on-site/off-site clinic events as needed;
• Perform other duties as assigned to support the organization’s Mission, Vision and Values .

QUALIFICATION REQUIREMENTS:

• Minimum of five years in health education, patient referral and navigation, and/or health clinic patient assistance field;
• Minimum of three years of supervisory experience in healthcare;
• Proficient in electronic health record (EClinicalWorks preferred) and EBO other software packages for referral quality of the team
• Understand the requirement of Patient Centered Medical Home and lead team towards quality patient referral coordination and documentation
• Insurance and medical experience preferred;
• Knowledge of and experience in developing, implementing and working in a referral management program;
• Knowledge of existing social service programs available in Houston area and Harris County;
• Proficient in all Microsoft Office components;
• Must be able to utilize the Internet;
• Strong written and oral communication skills;
• Strong customer service skills;
• Must be detailed oriented and able to handle multi-tasks;
• Office equipment (e.g., computer, copier);
• Detail oriented;
• Must be able to handle multiple tasks, complexity, and diversity of customers.

EDUCATION and/or EXPERIENCE:

High School diploma or GED is required; Associate’s degree is required; Bachelor’s Degree is preferred. Experience in the medical field and referral/patient navigation is preferred. Texas certified Community Health Worker (CHW) preferred (or willing to obtain this certification).

OTHER SKILLS and ABILITIES:

• Bilingual (Vietnamese, Chinese, Arabic and/or Spanish with English) is preferred.
• Above average skills in language ability as well as public speaking and writing.
• Must have good transportation and a valid Texas Driver’s license.