Referrals Supervisor

Supervisor, Referrals

We're unique. You should be, too.

We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Supervisor, Referrals is a subject matter expert on the organization-wide referrals process who leads and supervises a team of Care Coordinators and Lead Care Coordinators. Oversees day-to-day referral operations and resolves escalated issues. Ensures quality referral processing and productivity of team members to meet the needs of the demand within the assigned team and key measures for this leadership role.

This position has flexibility in location, ideal candidates will be located near Detroit, MI, Cleveland, OH, or Columbus, OH

• Directly supervises a team of Care Coordinators and Lead Care Coordinators to ensure quality referral management and exceptional patient experience. Provides full supervisory leadership over the Care Coordinator team, including hiring, onboarding, work assignment, coaching, and conducting performance.
• Exercises independent judgment in evaluating staff performance, determining development plans, and making decisions to enhance team productivity and retention.
• Conducts regular leadership rounding, facilitates structured coaching sessions, and promotes a culture of accountability, empowerment, and service excellence.
• Independently oversees and directs the daily operations of the Care Coordinator, ensuring adherence to Center Playbook standards and Referral operating procedures.
• Uses direction to resolve escalated patient concerns, determines appropriate service recovery actions, and coach team members on communication and service standards.
• Monitors operational metrics, identifies variances, and implements corrective actions without the need for close supervision.
• Monitors referral reports, workflows, and productivity for all team members, benchmarking against expected targets. Distributes reports to team members and discusses results. Identifies when coaching and/or re-training is necessary.
• Conducts regular quality audits of team performance and processes and engages in constructive feedback conversations with team members to identify improvement opportunities.
• Adjusts staff assignments to ensure work is adequately and appropriately distributed and prioritized to meet productivity and quality expectations.
• Leads and facilitates team huddles, meetings and trainings. Trains, coaches, and educates team members on processes, procedures, and practices.
• Administers referral policies and procedures in a consistent and timely manner and implements new processes as directed.
• Contributes to process improvement initiatives and proves development in support of organizational standards and strategies.
• Performs other duties as assigned and modified at manager's discretion.

• Advanced-level business and operational acumen, with the ability to interpret data and make informed, independent decisions
• In-depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
• Extensive experience processing value-based Medicare Advantage referrals and diagnostics; in-depth knowledge of referral processes
• Knowledge and experience with leading a team; strong coaching and mentoring skills
• Demonstrated ability to lead, influence, and develop others in a fast-paced healthcare environment
• Excellent critical reasoning, problem-solving, and risk-assessment skills to address operational challenges
• Exceptional communication and relationship-building abilities for interactions with patients, staff, leaders, and external partners
• Ability to manage multiple priorities, navigate ambiguity, and set direction for the team with minimal supervision
• Strong problem solving, time management, organizational, and analytical skills
• Ability to build strong internal and external relationships with cross-functional teams
• High level of integrity, dependability, and reliability
• Ability to manage change and align with our mission to provide VIP and quality service
• Ability to exercise independent judgment
• Ability to work in a Center a minimum of four days per week
• Proficient skill in Microsoft Office Suite products including Excel, Word, PowerPoint, and Outlook; competent in other systems required for the position
• Ability and willingness to travel locally, regionally and/or nationally, up to 20% of the time; flexible to work evening, weekends and/or holidays as needed
• Spoken and written fluency in English; bilingual preferred
• This job required use and exercise of independent judgment

• BA/BS degree in Business, Healthcare Administration or related field required OR additional experience above the minimum may be…