Referral Supervisor - Reliant Medical Group - Remote

Opportunities with Reliant Medical Group, part of the Optum family of businesses. Join a community-based, multi-specialty, physician-led organization where you will work with talented peers on a common purpose: improving the quality, cost and experience of health care. Here, we focus on delivering the best patient care, rather than volume. Through innovation and superior care management, we support patients and your well-being as a team member. Join a team at the forefront of value-based care and discover the meaning behind Caring. Connecting. Growing together. The Navigator Supervisor supports and manages a group of Navigator Coordinators and serves as functional supervisor for Navigator support staff. The Supervisor is the subject matter expert for the team, so while resolving complex referral issues, the Supervisor is also the person to whom team members come to for guidance while also providing continuous coaching and feedback. Other duties may be assisting new hires with additional training ; monitoring calls to ensure that department quality standards are met; identifying areas for improvement; following the progressive discipline model as necessary and scheduling staff according to department needs. If you are located in Massachusetts or have the ability to work during EST time zone, you will have the flexibility to work remotely* as you take on some tough challenges.

Manages the daily activities of the Navigator Coordinators to insure departmental standards are being met along with monitoring and maintaining process flow Manages the queue of calls to ensure service levels are maintained Tracks attendance and performance of team and individuals Provides performance coaching and feedback, initiates corrective performance management actions following the progressive discipline model up to and including termination as appropriate Performs annual performance reviews of team members during merit cycles Implements process improvements for team Resolves patient escalation issues without further escalation by providing superior customer service and advanced problem solving skills Interviews and selects candidates Ensures all personnel and department policies/ procedures are being followed Sets an example for staff to follow and exemplifies the ability to provide excellent service while exceling in the core functions performed by the Navigator staff. Educates staff of any changes pertinent to their roles and with onboarding new hires. Provides direction and support to staff to assure departmental effectiveness and efficiency Assumes on-call responsibilities to insure adequate staffing exists and utilizes problemsolving skills when appropriate Resolves all employee and patient concerns for the Navigator Center Maintains QA statistics and reports results to the Supervisor Supervisory Responsibilities: Supervise a large group of non-clinical nonexempt staff Carries out supervisory responsibilities within areas of responsibility in accordance with the organization's policies and applicable laws Provides direction and support to staff to assure departmental effectiveness and efficiency Interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems Skills: Requires in depth knowledge of area of specialty. Solid interpersonal skills needed with the ability to interact effectively with patients and medical professionals. Sound judgment with the ability to work and make decisions in a fast-paced environment. Leadership potential Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations Decision Making: