Manager - Referrals and Authorizations * at Vancouver Clinic in Vancouver, Washington

Job Description:

* A qualified internal candidate has been iden

ESSENTIAL FUNCTIONS and RESPONSIBILITIES:

• Develop 'Excellence in Practice' in the referrals and authorizations department. Meet/ exceed performance targets and standards for referral and authorization operations.


• Deliver high-level, helpful, friendly, responsive fulfillment of incoming/outgoing referrals and authorizations for patients, and accurate, timely appointment scheduling, communications and call handling/routing. Ensure that expected service levels, compliance, standard work, policies and procedures are met.


• Achieve industry leading, patient satisfaction and quality of care results through quality management of the referrals and authorization center, and the development and application of effective policies and procedures.


• Create and maintain employee satisfaction goals and standards, and a respectful culture of participation and accountability, in a fast-pace, demanding environment.


• Create, maintain and utilize training tools and methods, to prepare teams to serve patients, use EPIC, schedule accurately and quickly, and fulfill our commitment to excellence in patient experience.


• Develop operational strategies by incorporating needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identify and recommend effective technology requirements.


• Create, monitor and manage standard work for referrals and authorization teams and leaders


• Report production, quality, and patient service performance daily; apply select acquired data to trend, monitor and improve current performance, anticipate future needs, and develop strategic plans.


• Develop referrals and authorization systems by optimal use of customer feedback, phone systems, voice response systems, voice networks and design of user interfaces.


• Maintain and continually improve referrals and authorization operations by developing and adhering to core processes and standard work, monitoring performers and systems; identifying and resolving problems; preparing and completing action plans.


• Administer scheduling systems that match staff volume to referrals and authorization, call volume and patient need.


• Achieve financial objectives. Estimate patient, referrals & authorization, call volume and growth requirements. Prepare and manage budget, costs, and variances; initiate corrective actions.


• Partner with other Access leaders to provide seamless continuity of care.


• Report referrals and authorization performance progress and issues, and manage daily readiness. Collect, summarize, trend, interpret, and visually depict performance data to guide operational improvement.


• Maintain equipment; incorporate preventive maintenance efforts; evaluate and recommend upgrades.


• Collaborate with managers and other leaders to ensure smooth coordinated operations between clinical service centers, and resolution of operational problems, resulting in optimal 'whole systems' results.


• Maintain professional and technical knowledge. Track, benchmark, and incorporate emerging best practices in referrals and authorization operations management; participate in practice communities.


• Participate within staffing capabilities and time limitations, in the success of initiatives and inter- departmental programs, representing your functional area of responsibility.


• Communicate regularly, timely, effectively regarding referrals and authorization operations.


• Serve patients and staff in a caring, respectful manner.


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• Deep knowledge of referral and authorization practices in a high-volume operations with multiple or complex service delivery, including remote worker operations.


• Drives results by making proactive, timely decisions, establishing priorities setting goals and managing to results


• Basic understanding of telephone technologies such as CTI, GNAV, CRM, IVR, ACD, VoIP, Monet, workforce planning, and performance tracking systems.


• Customer focus- Makes patient-driven decisions. Dedicated to meeting expectations of internal customers and patients. Demonstrates sensitivity, empathy, concern and respect for others. Acts on behalf of patients.


• Proven collaborative leader who recognizes, motivates and inspires team members


• Fair, dependable manager that adheres to high ethical standards


• Possess operational capacity and knowledge of methods to facilitate problem solving, root cause analysis, and implementation of countermeasures.


• Expert problem solving, communication and analytical skills.


• Superior written and oral communication skills


• Expert understanding and application of call center metrics and visual management preferred


• Outstanding leadership and interpersonal skills.


• Leader of change by effectively building commitment and winning support for initiatives


• Engages others by encouraging communication, and building positive business alliances


• Gains trust and respect by keeping commitments.


• Maintains confidentiality - in accordance with the Clinic and HIPAA regulations.

SUPERVISORY RESPONSIBILITIES:

• Oversee staff and hire effectively by incorporating industry best practices to ensure full staffing and business continuity. Identify candidate pools, select, train, assign, coach, develop, recognize, retain and performance manage top performing employees. Plan effectively for anticipated staffing needs to prevent performance gaps.

EDUCATION AND EXPERIENCE:

• Bachelor's Degree in business or related field, or equivalent combination of education and experience.


• Minimum three years of registration and/or referrals and authorization leadership experience.


• Minimum five years referrals and authorization experience.


• Demonstrated success supervising and/or managing 30+ person team.


• Proficiency in EPIC, Office and Visio.


• Experience in Lean organizations and projects desired; Lean/Six Sigma certification a plus.


• Experience using referral and authorization management and scheduling principles.


• Experience in large multi-level organizations and the ability to work effectively in geographically diverse environment.
  
  

The above information is intended to indicate the general nature and level of work required in this position. It is not designed to contain or be interpreted as a comprehensive description of all duties, responsibilities, and qualifications required of those assigned to this job.

We offer a competitive Total Rewards Program which includes insurance programs covering medical, dental, vision, life, long-term disability, generous time off, holidays, education reimbursement, and a 401(k) plan. Eligibility for benefits is dependent on factors such as position type and FTE. Contact your recruiter for more information.

Vancouver Clinic is proud to be an Equal Opportunity Employer. Vancouver Clinic does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, gender identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Documented vaccination, immunity, or written declination of vaccine for certain preventable contagious diseases, including COVID-19, is a requirement of employment at Vancouver Clinic. Vancouver Clinic is an alcohol and drug-free workplace. Offers are contingent on successful completion of drug screen, background screen, and immunization requirements.