Founded in 2019 and headquartered in Pittsburgh, PA, Free Market Health supports forward-thinking payers and specialty pharmacies of all sizes who need to operate in a complex and opaque market. We empower all stakeholders to optimize resources and maximize opportunities while focusing on the most important stakeholder of all: the patient.
Overview
The Supervisor, Referral Support, Assignment, Performance Monitoring oversees daily operations of the referral coordination team in a dynamic healthcare technology environment. This role is responsible for managing a team of referral coordinators, ensuring timely and accurate processing of referrals, and maintaining high standards of service to our healthcare partners. The supervisor will also be responsible for monitoring internal reports and identifying opportunities to improve processes. The supervisor supports process improvements, escalates issues, and collaborates cross-functionally to optimize patient access and experience.
Core Job Responsibilities
The core job responsibilities for this role include but are not limited to:
- Supervise and support referral support staff, including scheduling, coaching, and performance feedback.
- Monitor daily referral workflows to ensure timely processing and resolution of issues.
- Act as a point of escalation for referral issues or partner concerns.
- Collaborate with internal teams to improve referral processes and system efficiency.
- Track team metrics and KPIs, preparing reports and insights for leadership.
- Maintain up-to-date knowledge of payer rules and referral requirements.
- Support hiring, onboarding, and training of new team members.
- Promote a positive, accountable, and mission-driven team culture.
- Monitor overall trends and identify opportunities or issues for current processes.
Background Requirements
The essential skills, education and experience include:
- Associate's or Bachelor's degree in Healthcare Administration, Business, or related field
- 3+ years of experience in healthcare operations or referral management, including 1+ year in a supervisory role
- Strong knowledge of healthcare referral processes
- Leadership and team management skills
- Ability to work cross-functionally and communicate effectively
- Proficiency in Microsoft Office and EMR/EHR systems
- Experience in a healthcare technology company
- Familiarity with HIPAA regulations and healthcare compliance
- Knowledge of payer authorization requirements
- Team leadership and accountability
- Problem solving and decision-making
- Communication and collaboration
- Operational excellence
Physical Requirements:
Pittsburgh Location, 3-5days a week in office. Tuesday, Wednesday, Friday required
Note: All positions at Free Market Health require strict adherence to our security policies and compliance requirements.
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