Position Title: Referrals & Medical Records Manager 

Status: Full-time, Exempt 

Department: Operations

Position Reports to: Operations Director

Summary: Supervises the daily operations of the Referrals Department and Medical Records Department, ensuring requests are logged and processed appropriately within expected time-frames. With the support, guidance, and direction of the Operations Director, the Manager will be responsible for four overarching goals: (1) Create Policies and Procedures for the Referrals and Medical Records Department; (2) Identify current departmental gaps and barriers to efficient care and create the solutions to address them; (3) Establish benchmarks for department performance and goals; and (4) Create and communicate performance through a health information management dashboard. The ideal candidate is creative, results oriented, and has a strong background in program management.

Areas of Responsibility:

• Manage and oversees the timely and accurate processing of all referrals and medical records requests
• Supervises all Referral Coordinators and Medical Record Clerks including, but not limited to daily assignments, attendance, job performance, and training. 
• Work closely with Operations, Medical, Quality, and Informatics to identify efficiency workflows and systemic improvements for department
• Establish Policies, Protocols, and Procedures for the Referrals Department and Medical Records Department
• Develops specific Referrals and Medical Records performance improvement plans.
• Establish clear performance standards for staff, with clearly articulated deliverables and timelines
• Identify and provide the tools, training, and support to help staff achieve these goals, and hold staff accountable
• Ensure the delivery of high quality customer service by staff through training, feedback, and support
• Represents facility as Privacy Officer and responds appropriately to reported HIPAA Privacy violations as per facility guidelines.
• Oversees implementation and adherence to the HIM compliance and clinical documentation improvement programs.
• Monitors key performance indicators on a routine basis (daily, weekly, and monthly).
• Reports key performance indicators on a routine basis as requested by management.
• Receives, investigates, and reports compliance violations to the Compliance team.

• Ensures the appropriate dissemination and communication of all regulation, policy and guideline changes to affected personnel.
• Serves as a subject matter expert for department managers, staff, physicians and administration for obtaining information or clarification on documentation standards, state and federal law and regulatory requirements relating to health information management and referrals.
• Facilitate activities to meet identified learning needs of staff.
• Facilitate involvement on project/PI teams.
• Strives to maintain adequate staffing to ensure accurate and timely processing of records.
• Identify, communicate and coordinate activities to address opportunities to improve processes.
• Initiate process improvement in collaboration with leaders of affected unit(s)/dept(s).
• Monitor process improvements in the department.
• Facilitate collaboration with other departments or disciplines to achieve desired outcomes.
• Responsible for periodic review and revision of the departmental guidelines.
• Supportive of the Healthcare Organization compliance program demonstrated by: o Upholds the Code of Ethics and Corporate Compliance
• Other duties as assigned

Qualifications/Requirements:

• BA degree in healthcare administration or similar field or 5 years of experience managing referrals and medical records

• Accuracy, timeliness and strong organizational skills essential
• Excellent communication (written and verbal), training and coaching skills
• Demonstrated ability in the development, writing, and maintenance of policies, standardized operating procedures, and workflow analysis
• Must be proficient, self-supporting, and capable of coaching in the use of various computer programs and technology, including but not limited to EMR's, database(s), and graphics technology.
• Must have skills in organization, prioritizing, work performance, and completing a variety of duties and projects simultaneously, working alone or with various teams, under occasionally shifting deadlines and limited resources.
• Must possess and demonstrate the skills necessary to analyze information, problems, procedures and situations to identify relevant factors, patterns and relationships, formulate logical and objective conclusions, and recognize and evaluate alternatives.
• Must have an understanding of Windows computer systems, e.g., Word and Excel.
• Must have current knowledge of JCAHO, HIPAA, federal and state legal requirements as they relate to Release of Information.
• Ability to manage multiple tasks in a responsible and dedicated manner with excellent attention to detail
• Strong communication skills (both written and verbal) with ability to connect across multiple audiences (i.e. community members, patients, administrators, etc.)
• Bilingual Spanish desired