Summary

The Referral Center Supervisor is responsible for overseeing personnel management, staff performance, process improvement and regulatory compliance for a team that supports enterprise referral intake. The Supervisor works in close collaboration with Department Leadership, Medical Staff Office and other Hospital departments to establish, achieve, track and monitor organizational and departmental goals. The Supervisor oversees the day-to-day operations of the centralized Referral Center and is expected to ensure that staff are trained, following department procedures and policies, as well as, adhering to Baylor Medicine guidelines. This person will serve as a resource to department physicians, managers, clinic staff in all referral/intake issues. Supervisor will assist Department Leadership for designing and implementing new processes and operationally lead system improvements for the Referral Center.

This position requires organization, the ability to work in a fast-paced environment and to deal with stressful situations with resourcefulness and initiative.  The ability to accept training, instruction and change with a positive attitude is essential.  The individual interacts with patients, employees, management, and other support and professional staff. The individual should know how to interact professionally verbally and via written correspondence.  The nature of the work demands maturity, courtesy, tact, professionalism, a sense of urgency, confidentiality, technical and interpersonal technical skills.

The position is located at the McGovern Campus.

Job Duties

• Effectively manages personnel to provide appropriate numbers of staff who are knowledgeable and skilled in the performance of their duties and engaged in the mission and goals of the organization.
• Establishes metrics and monitors quality, accuracy, productivity, and timeliness of staff performance.
• Shares results with staff on a regular basis in a constructive manner and coach staff to improve performance.
• Leads and facilitates the provisions of service resulting in an excellent experience for patients and referring physicians.     • Meets service goals and manages to service standards.
• Applies process improvement strategies to improve or maintain important components of service.
• Manages daily functions performed by staff. Assigns work assignments as needed to balance workload to meet turn- around-times. 
• Partners with Clinic management to increase accuracy and through-put of referrals and patient access to create a positive patient and Referring MD experience.
• Performs as working supervisor by transcribing incoming referrals and assisting with patient calls on an as-needed basis to maintain turnaround times.
• Plans, directs, coordinates and improves operations resulting in efficient patient and workflow and effective resource utilization.
• Coordinates and integrates services within the practice area and with other practice areas and departments.
• Maintains employee records of attendance and counseling.
• Tracks employees’ work performance.
• Ensures policies and procedures are being followed by all Referral Center staff.
• Assures supplies and equipment are available for working needs.
• Hires service-oriented employees.

Minimum Qualifications

• High School diploma or GED.
• Four years of relevant experience.

Preferred Qualifications

• Preferred: Bachelor’s degree. No experience required with Bachelor’s degree.
• Epic experience.
• Referral experience from provider to provider.
• Call center experience.
• Supervisory experience.