Please be advised, if you are viewing this position on Indeed, that the salary rate/range set forth herein was provided by Indeed. Concentra's market specific rate/range will be provided during the interview process.
JOB SUMMARY:
The Referrals Manager strategizes, leads, inspires and engages colleagues to exceed customer expectations to achieve a positive impact on the cost and quality of care rendered to the injured employee in accordance with Concentra’s policies, procedures and applicable regulations.
Ensures the delivery of exceptional customer service by actively managing the processes and people while identifying and implementing ways to improve the teams’ results and create a positive work environment. This is achieved by putting all customers (internal and external) first and displaying:
A healing focusA selfless heartA tireless resolveResponsibilities
MAJOR DUTIES AND RESPONSIBILITIES:
Provides exceptional internal and external service by demonstrating welcoming, respectful and skillful behaviors.Responsible for appropriate staffing levels to ensure resources are managed efficiently, final decisions on hiring, new hire evaluations, ensure annual reviews are written and conducted by direct reports, final decisions on Performance Management and input on salary planningAbility to articulate the departments vision and strategy and ensure colleagues understand their role in achieving itProvides ongoing coaching and feedback to direct reports with the intention of enhancing their contributions, competencies and performance to achieve daily and monthly departmental goalsMonitors production metrics and colleague behavior to hold direct reports accountable for meeting and exceeding team expectationsFocus on continuous improvement by regularly analyzing processes, procedures and operating practices; Suggests and drive changeUses proactive solution minded thinking to improve the team or processes for our stakeholders while maintaining a level of consistencyManages the quality assurance process including but not limited to the audit program and training plansProject Management which includes the ability to coordinator, prioritize and work on multiple tasksAbility to proactively identify, anticipate the needs of and solve issues related to patients, employers, payors or leadership at various levels within the companyReports month end performance results and strategy planning for improvement and opportunities for growth
SCOPE MEASURES:
Number of people supervised:Directly: Managing the production and performance of 2-4 Referral Teams with 2-4 SupervisorsIndirectly: 50-80 ColleaguesDirectly responsible for meeting departmental goals and compliance with established process requirementsReports to Referrals Direct
Qualifications JOB-RELATED EXPERIENCE:Minimum 2-5 years’ experience as an Occupational Medicine Referrals Supervisor or equivalent role
JOB-RELATED SKILLS/COMPETENCIES:
Excellent written and verbal communication skills with ability to communicate effectively with colleagues at all levels of the organization Must display proper business etiquette and be skilled in the arts of diplomacy and tactAbility to lead, organize and manage multiple priorities and/or projects by using appropriate methodologies and toolsWorking knowledge of workers compensation referral processingAbility to develop and manage a professional staff in a dynamic fast paced environmentProven leadership qualities with influencing and negotiating skillsProven track record in creating, implementing and improving Referral Department processes while considering what is best for stakeholdersEffective team building and succession planning skillsAbility to build and maintain productive business relationshipsStrategic and root cause analysis skillsDemonstrated ability to lead and inspire othersContinuous Improvement skillsProject Management skills
EDUCATION/CREDENTIALS:
Associates or Bachelor's degree preferredProficiency in Microsoft Office (Word, Excel, PowerPoint) and OutlookProficiency with scheduling / insurance verification software
WORKING CONDITIONS:
Office environmentThis job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management Additional DataThis job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.
Concentra is an Equal Opportunity Employer, including disability/veterans
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