Supervisor-Patient Access-Referral Management

Job Overview

This position will be responsible for the daily operations and execution within the Referral Management Department; distribution of workload, prioritization of tasks, alignment to organizational goals, optimization, and staff performance. The main objective is to ensure the Referral Management Leads and Coordinators are supported and operating in the most efficient ways to adhere to workflows and overall expectations within RMC and the organization.

Reports directly to the Referral Management Operations Manager and will communicate and coordinate needs associated with individual and team performance expectations. Coaches staff on quality, developmental opportunities, workflows, and other areas associated with their individual performance measures. Position is responsible for performance reviews, employee engagement, and other HR administrative needs. Direct Supervisor for the Referral Management Coordinators and Leads.

Remote Capabilities

This position will serve in a complete remote setup and will operate within a virtual setting.

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Discover Vanderbilt University Medical Center:

Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded and your abilities challenged. It is a place where your diversity -- of culture, thinking, learning and leading -- is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.

VUMC Recent Accomplishments

Because we are committed to providing the best in patient care, education and research, we are proud of our recent accomplishments:

• US News & World Report: #1 Adult Hospital in Tennessee and metropolitan Nashville, named to the Best Hospitals Honor Roll of the top 20 adult hospitals, 10 nationally ranked adult specialty programs, with 3 specialties rated in the top 10 nationally, Monroe Carell Jr. Children's Hospital at Vanderbilt named as one of the Best Children's Hospital in the nation, with 10 out of 10 pediatric specialties nationally ranked.
• Healthcare's Most Wired: Among the nation's 100 "most-wired" hospitals and health systems for its efforts in innovative medical technology.
• Becker's Hospital Review: named as one of the "100 Great Hospitals in America", in the roster of 100 Hospitals and Health Systems with Great Oncology Programs and to its list of the 100 Hospitals with Great Heart Programs.
• The Leapfrog Group: One of only 10 children's hospitals in the to be named at Leapfrog Top Hospital.
• American Association for the Advancement of Science: The School of Medicine has 112 elected fellows
• Magnet Recognition Program: Received our third consecutive Magnet designations.
• National Academy of Medicine: 22 members, elected by their peers in recognition of outstanding achievement
• Human Rights Campaign Healthcare Equality Index: 6 ^th year in a row that Vanderbilt University Medical Center was a Leader in LGBTQ Healthcare Equality.

Key Competencies

• Mentor - ability to build strong relationships and establish trust.
• Communicator - excellent verbal, written, professional communication skills.
• Leader - ability to encourage and influence peers and leaders to ensure program goals are achieved.
• Coach-performs necessary training and coaching with staff in order to meet and/or exceed performance expectations

Primary Duties

• Manages overall coaching and mentoring program to ensure staff are effectively supported
• Provides input for staffing decisions associated with interviewing, hiring, and onboarding
• Drives key decisions associated with development, engagement, and performance accountability plans.
• Serves as a level of escalation associated with call issues, referring provider needs or concerns, and any other issues related to the coordination of patient care.
• Manages communication with clinical resources to escalate patient and service recovery needs.
• Conducts routine staff meetings, individual 1x1s, and necessary training for the individuals or department.
• Establishes the daily focus of effort and coordinates with the RMC Leads on execution, distribution of work, and monitoring.
• Monitors, edits, and approves employee timecards according to payroll guidelines
• Generates performance reports, analyzes and interprets data and assists supervisor to manage staffing needs and performance coaching.
• Communicates operational impacting workflows and needs to appropriate workforce management team to coordinate strategic planning and time management
• Partners with the RMC Operations Manager and HR Administration on employee concerns and disciplinary actions
• Ultimately responsible for the completion of all assigned workqueue and tasks associated with authorization completion, pending scheduling requests, and follow up to referring providers
• Monitors volume of all entry points for referring provider requests, inclusive, but not limited to incoming calls, Vanderbilt Health Connect, Provider Connect App, and other referral platforms.
• Provides a healthy work environment to promote overall success of the team
• Ensures staff are meeting expectations as defined in their performance evaluations and other individual metrics associated with their specific roles.
• Communicates overall satisfaction from patients and referring providers and escalates barriers and/or concerns to a partnered support from RMC Ops Manger, CRM, and Physician Liaison group
• Utilize internal systems to identify trends in performance behaviors, clinical operations, and other continuous improvement opportunities. Partner with respective leaders (CRMs, Supervisors, Physician Liaisons) on developing a strategy to execute needs for improvement.

Eligibility Requirements

• Bachelor's degree or equivalent of 3+ years of professional experience, preferably in a leadership capacity
• Computer proficiencies: intermediate to advanced knowledge of MS Word, Excel, PowerPoint, Visio