[Hiring] Referral Program Manager @Franciscan Alliance, Inc.

Role Description

The Referral Program Manager is responsible for leading the daily operations of the referral management department, ensuring efficient, accurate, and timely processing of patient referrals while maintaining high standards of quality, productivity, and customer service. This role provides direct leadership to referral staff through hiring, coaching, performance management, and professional development, while fostering a culture of accountability and continuous improvement.

• Leverages clinical knowledge, analytical skills, and expertise in referral systems and workflows to optimize operations.
• Monitors key performance indicators, resolves complex referral issues, and drives process improvements.
• Works collaboratively with clinical teams, operational leaders, and cross-functional stakeholders to support organizational goals.
• Implements change initiatives and ensures exceptional service delivery for patients and providers.

Qualifications

• High School Diploma/GED - Required
• Bachelor's Degree - Preferred
• 2 years management or supervisory experience in a healthcare setting - Required
• 2 years' experience in medical referrals or other related medical patient support functions in a healthcare setting - Required

Requirements

• Oversee the daily operations of the referral department, ensuring standardized referral policies, workflows, quality standards, service levels, and operational efficiency are consistently maintained.
• Demonstrate expertise in work queue management, including routing, workflow optimization, troubleshooting, maintenance, referral routing, and system configuration to support efficient referral processing.
• Utilize build knowledge to support referral workflows, validate system requirements, identify workflow improvements, and assess upstream and downstream impacts of system changes to ensure successful implementation and adoption.
• Lead referral management staff by providing guidance, training, coaching, performance feedback, and ongoing development to ensure effective execution of departmental processes and expectations.
• Conduct performance evaluations, create action plans, manage corrective actions, oversee attendance and timekeeping, and foster employee engagement through meetings, huddles, communication, and engagement initiatives.
• Track productivity, quality, and operational trends; identify opportunities for improvement; and implement strategies to enhance team performance, efficiency, and service delivery.
• Develop, analyze, and distribute operational reports while monitoring key performance indicators (KPIs) related to productivity, efficiency, accuracy, quality, and departmental outcomes.
• Collaborate with clinical staff and stakeholders to resolve referral, authorization, scheduling, and operational issues while ensuring timely and effective customer service.

Benefits

• Comprehensive benefit offerings available for eligible employees.