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.

Primary Responsibilities:

• 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: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance
• Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents. Must be able to effectively arrive at a solution that is patient friendly and able to satisfy business requirements
• Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager
• Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers
• Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers
• Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations
• Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members

Working Condition / Physical Demand:

• Time management and organizational skills will be crucial for a the Team Leader as they manage the day-to-day responsibilities in a fast-paced, deadline driven environment

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High school diploma, (or equivalent education, experience or training) 
• Experience with EPIC or a similar electronic medical records system 
• Ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications

• Proven ability to perform all job functions in compliance with applicable federal, state, local and company policies and procedures

   

Preferred Qualification:

• 3+ years of experience in a clinical and/or customer service setting in addition to 2+ years in a Lead or Supervisory role

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $49,700 - $88,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.