[Hiring] Referral Program Manager @Franciscan Health

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. The manager leverages clinical knowledge, analytical skills, and expertise in referral systems and workflows to optimize operations, monitor key performance indicators, resolve complex referral issues, and drive process improvements. Working collaboratively with clinical teams, operational leaders, and cross-functional stakeholders, the Referral Program Manager supports organizational goals, implements change initiatives, and ensures exceptional service delivery for patients and providers.

• 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.

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

• TRAVEL IS REQUIRED: Never or Rarely
• JOB RANGE: Manager Referral Program $65,228.80-$84,791.20
• INCENTIVE: Not Applicable

Benefits

Franciscan provides eligible employees with comprehensive benefit offerings. Find an overview on the benefit section of our career site, jobs.franciscanhealth.org.