Trinity Health • Des Moines, IA 50381
Job #2678118534
Employment Type:
Full time
Shift:
Description:
Manage the performance of all assigned staff in the Centralized Referrals department to provide comprehensive, quality service to all internal/external customers
Ensure that departmental goals are met by analyzing and reporting individual and group performance results using KPIs and utilizing call recording and other reporting functionality
Make recommendations to internal/external clients and Revenue Integrity management for process changes and new systems/technology to improve the referral process and overall patient satisfaction
Collaborate with clinic leadership, providers and staff to ensure referral practices are being followed and patient referral needs are met timely and appropriately
Promotes an environment of patient centered care, building a team that promotes a positive patient experience with each encounter
Implement/manage individual Performance Improvement Plans as appropriate
Be available to provide 24/7 support to staff in the event of unanticipated situations
Ensure customer satisfaction with services received via the Centralized Referrals team
Proactively identify/respond to service delivery failures using appropriate service recovery strategies
Interface with key physicians to determine needs and develop protocols responsive to those needs as well as provide feedback on the needs of regional referring physicians and negotiate the team's support of those needs
Identify and implement telephone/data solutions to maximize and ensure continuity of service
Monitor statistical data to ensure service commitments, both in terms of speed and quality of delivery, are being met and exceeded 2
Support the work of other staff in their efforts to establish and maintain referral contacts throughout the region
Annually evaluate the performance of the Centralized Referrals area. Develop strategies and related implementation goals and objectives for the coming year
Develop policies and procedures for Centralized Referrals for both operational issues and interaction processes with other system medical groups and/or referring institutions
Assume a lead role in the development and implementation of new programs and services
Contribute to the development and implementation of technology solutions to ensure best-of-class referral team performance
Develop and implement an orientation and continuing education program to ensure total familiarity and competency in referral processes as well as experiences to develop sound CRM skills for all levels of staff
Promotes team concept among all staff and utilizes effective verbal communication to ensure problems, possible solutions and final solutions are understood and accepted by all team members
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Minimum of 2 years of prior management experience required
Minimum three years work experience as a Referral Coordinator preferred
Minimum five years working experience in a customer-service/contact center environment in a position with direct supervisory responsibilities preferred
Bachelor's Degree preferred
High School Diploma or equivalent required
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran
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