Manager Referral Program

The Referral Program Manager is responsible for leading the daily operations of the referral management department, ensuring efficient, accurate, and timely processing of patient referrals while maintaining high standards of quality, productivity, and customer service. This role provides direct leadership to referral staff through hiring, coaching, performance management, and professional development, while fostering a culture of accountability and continuous improvement. The manager leverages clinical knowledge, analytical skills, and expertise in referral systems and workflows to optimize operations, monitor key performance indicators, resolve complex referral issues, and drive process improvements. Working collaboratively with clinical teams, operational leaders, and cross-functional stakeholders, the Referral Program Manager supports organizational goals, implements change initiatives, and ensures exceptional service delivery for patients and providers.

WHO WE ARE

Franciscan Health is a leading healthcare organization dedicated to providing exceptional patient care and promoting health and wellness in our community. Our mission is to ensure that every patient receives the highest quality of care through innovation, compassion, and excellence. With 11 ministries and access points across Indiana, Franciscan Health is one of the largest Catholic health care systems in the Midwest. Franciscan Health takes pride in hiring coworkers who provide compassionate, comprehensive care for our patients and the communities we serve.

WHAT YOU CAN EXPECT

• Oversee the daily operations of the referral department, ensuring standardized referral policies, workflows, quality standards, service levels, and operational efficiency are consistently maintained.
• Demonstrate expertise in work queue management, including routing, workflow optimization, troubleshooting, maintenance, referral routing, and system configuration to support efficient referral processing.
• Utilize build knowledge to support referral workflows, validate system requirements, identify workflow improvements, and assess upstream and downstream impacts of system changes to ensure successful implementation and adoption.
• Lead referral management staff by providing guidance, training, coaching, performance feedback, and ongoing development to ensure effective execution of departmental processes and expectations.
• Conduct performance evaluations, create action plans, manage corrective actions, oversee attendance and timekeeping, and foster employee engagement through meetings, huddles, communication, and engagement initiatives.
• Track productivity, quality, and operational trends; identify opportunities for improvement; and implement strategies to enhance team performance, efficiency, and service delivery.
• Monitoring Develop, analyze, and distribute operational reports while monitoring key performance indicators (KPIs) related to productivity, efficiency, accuracy, quality, and departmental outcomes.
• Collaborate with clinical staff and stakeholders to resolve referral, authorization, scheduling, and operational issues while ensuring timely and effective customer service

QUALIFICATIONS

• High School Diploma/GED - Required
• Bachelor's Degree - Preferred
• 2 years management or supervisory experience in a healthcare setting - Required
• 2 years' experience in medical referrals or other related medical patient support functions in a healthcare setting - Required

EQUAL OPPORTUNITY EMPLOYER

It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law.

Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights.

Franciscan Alliance is committed to equal employment opportunity.

Franciscan provides eligible employees with comprehensive benefit offerings. Find an overview on the benefit section of our career site, jobs.franciscanhealth.org.