Overview

Please be advised, if you are viewing this position on Indeed, that the salary rate/range set forth herein was provided by Indeed. Concentra's market specific rate/range will be provided during the interview process.

From our Dallas corporate headquarters to our clinics and onsite locations, Concentra colleagues remain focused on our driving purpose: Improving the health of America’s workforce, one patient at a time. Our commitment is that every patient is treated the Concentra Way: quality clinical care and a positive customer experience from welcoming, respectful and skillful colleagues. We do this by putting all customers first and by displaying:

• A healing focus
• A selfless heart
• A tireless resolve

The Referrals Supervisor maintains high standards for quality and an exceptional patient experience by actively monitoring and identifying ways to improve the teams’ results while creating a positive work environment. The ability to lead, inspire and engage colleagues is critical to exceed customer expectations in order to achieve a positive impact on the cost and quality of care rendered to the injured employee in accordance with Concentra’s policies, procedures and applicable regulations. 

Responsibilities

• Provides exceptional internal and external service by demonstrating welcoming, respectful and skillful behaviors.
• Ensures appropriate staffing levels are achieved to ensure resources are managed efficiently
• Ensure Colleagues understand the departments vision and strategy as well as their role in achieving it
• Provides ongoing coaching and feedback with the intention of enhancing the contributions, competencies and performance of colleagues in order to achieve daily and monthly departmental goals
• Analyzes and identifies the reason for variation in an individual’s performance in order to guarantee key outcome measures are met, while aiding in the removal of barriers to success.
• Monitors production metrics in order to hold colleagues accountable for meeting and exceeding expectations
• Builds positive relationships by maintaining proactive communication to ensure efficient, accurate and timely responses to internal/external customer needs
• Interviews and assists Manager with decisions on hiring of new colleagues. Responsible for new hire evaluations and annual reviews, both drafting and upon Managers approval, conducting the reviews.
• Ensures continuous improvement by constantly analyzing processes, procedures and operating practices; Suggests and implements change
• Uses proactive solution minded thinking to improve the team or processes with management approval.
• Communicates with all stakeholders, payers, employers and patients as appropriate
• Builds relationships with provider and payer communities
• Participates in quality assurance processes including but not limited to the audit program, case reviews and training sessions

Scope measures

• Assigned to 2 Regions
• Directly responsible for meeting departmental team goals and ensuring team’s accuracy with process requirements
• Reports to Referrals Manager

Qualifications

Education/credentials

• Associates or Bachelor's degree preferred
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Outlook
• Proficiency with scheduling / insurance verification software

Job-related experience

• Minimum of 2 year experience as a Referral Coordinator and/or Lead Coordinator with Concentra or equivalent
• Previous Experience as a Team Lead or Supervisor

Job-related skills/competencies

• Excellent written and verbal communication skills with ability to communicate effectively with colleagues at all levels of the organization
• Must display proper business etiquette and be skilled in the arts of diplomacy and tact
• Ability to organize and manage multiple priorities and/or projects by using appropriate methodologies and tools
• Excellent time management skills including the ability to multitask and prioritize in a fast paced environment
• Attention to detail
• Ability to give direction and build positive morale
• Exemplary decision making and problem solving skills
• Ability to build and maintain productive business relationships
• Strategic and Root Cause Analysis Thinking

Working conditions/physical demands

• Office environment

• This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management

Concentra's Data Protection Commitment* Concentra is committed to protect patient data and to ensure privacy of personal and medical information.* Every Concentra colleague has the responsibility to adhere to data protection principles.* If a colleague's role includes handling or processing sensitive data, role-specific policies and requirements apply to ensure the protection of patient information.

Additional Data

Concentra is an Equal Opportunity Employer, including disability/veterans