Assistant Referral Supervisor na First Choice Community Healthcare INC

Description

TITLE: Assistant Referral Supervisor

FLSA Status: Exempt

Department: Healthcare Operations

Reports to: Referral Supervisor

Union Exempt: Yes

Date Last Reviewed: 10/09/2025

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. 

A. Position Summary

Under the general supervision of the Director of Facilities and Administrative Services, the Assistant Referral Supervisor assists plans, directs, and coordinates all daily operations of the referral specialist department to ensure the delivery of high quality patient care, including oversight of: clinical/administrative support staffing; patient management, outside referrals, and environment of care (including facility, equipment, and supplies); essential reporting; and community relations. Monitors compliance with policies and procedures to ensure the goals and objectives for the appropriate and timely processing of specialty referrals and refills are met.

B. Essential Duties and Responsibilities

1. Supervise, direct, train and evaluate performance of all referral staff;
2. Develops and leads the department 'team' with the Referral Specialist Supervisor;
3. Maintains a strong and consistent presence at assigned site, with minimal/approved exceptions;
4. Develops and implements systems and procedures to ensure the efficient flow of patient referrals from provider discharge to follow-up and results;
5. Assists with the ongoing tracking and scheduling for the organization and appropriate documentation regarding the status of provider-directed patient referrals, to include systems sufficient to report data and status to others;
6. Helps ensure complete and accurate patient registration information, to include demographic data and current health insurance information;
7. Communicates with patients, providers and other staff regarding the status of referrals;
8. May contact insurance companies to confirm that prior approval requirements are met and/or to provide needed patient information (e.g., health history, diagnosis, prognosis, provider visit documentation);
9. May schedule patient referral appointments, to include provision and dispensation of necessary paperwork and related patient instructions;
10. Must work effectively and professionally with insurance carrier representatives, as appropriate to individual patient situations, to obtain all necessary prior authorizations, and coordinate with appropriate referral resources and patients to schedule appointments for referral care;
11. Develops and implements efficient patient scheduling of referrals and tracking after consultation with provider visits at the clinical sites;  
12. Assures the timely and accurate entry of patient referral information into the practice management system/electronic health record and the submission of data to FCCH Administration, as required;
13. Coordinates daily staff assignments with other site supervisors/managers to ensure accomplishment of critical functions as it pertains to referrals;
14. Assists with site-based hiring processes, in coordination with Human Resources, and assists with site payroll responsibilities when the Referrals Supervisor is out;
15. Orders and maintains business office supplies in compliance with organizational procurement policies and procedures;
16. Coordinates required training and education for department and staff;
17. Ensures department maintenance, cleaning, and repairs, in coordination with designated external/internal resources;
18. Monitors and follows-up on patient complaints, including conflict resolution, mediation, and/or customer service; answers inquiries, provides appropriate information, and resolves complaints from the public or other agencies in regards to referrals;
19. Assists the Referral Supervisor with planning, organizing, coordinating and leading regular staff meetings to discuss operational issues, and improving teamwork and site performance;

20. Complies with and supports all applicable FCCH policies and procedures;

21. Effectively manages written and verbal communications, including mail (USPS/interoffice/electronic) disbursement and response, dissemination of applicable meeting minutes or other FCCH communications, and implementation of verbal direction, as indicated;

22. Maintains cordial and effective partnerships, as appropriate, with community-based entities, vendors and/or other partners;

23. Compiles reports regarding site-based activities, as required and/or necessary;

24. Knowledge and familiarity with compliance program. Cooperate fully and comply with all applicable laws and regulations;

25. Performs other miscellaneous job-related duties as assigned.

Requirements

C. Minimum Education/Experience

1. High school diploma or GED and at least three (3) years’ experience required in medical office or other related healthcare experience; and two (2) years of directly-related referral experience required. Preferred an appropriately-related Associate or other post-graduate degree or a Bachelor’s degree in healthcare related field;
2. Experience with healthcare insurance coordination of benefits, including prior authorization requirements, is necessary;
3. Bi-lingual in English and Spanish preferred; 
4. Must have at least two (2) years supervisory experience and knowledge of supervisory practices and principles, including work planning, scheduling, review and evaluation, employee training, and discipline; 
5. Experience with, and knowledge of, applicable laws, rules and regulations, including Medical Records and HIPPA; thorough understanding of medical terminology, payer sources, insurance and program requirements; 
6. Experience communicating and maintaining an effective working relationship with staff and providers; must be a self-starter and be able to function with little or no supervision;
7. Experience with computerized scheduling, registration and billing systems, and electronic patient records preferred;
8. Comfortable working knowledge of Microsoft Office Suite applications;
9. Minimum of one (1) year of referral training;

D. Licenses/certifications Required

CPR certification within six (6) months date of hire

E. Knowledge, Skills and Abilities Required

1. Knowledge and understanding of all facets of outpatient clinical operations.
2. Knowledge of clinical objectives, programs, methods, procedures, and standards within area of expertise. 
3. Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures. 
4. Ability to foster a cooperative environment. 
5. Knowledge of organizational structure, workflow, and operating procedures. 
6. Employee development and performance management skills. 
7. Knowledge of provider and/or staff hiring procedures. 
8. Ability to supervise and train assigned staff including organizing, prioritizing, and scheduling work assignments. Knowledge of The Joint Commission (TJC) and/or related accreditation and certification requirements. 
9. Knowledge of medical terminology.
10. Ability to maintain quality, safety, and infection control standards.
11. Ability to develop, plan, and implement short- and long-range goals. 
12. Knowledge of clinical and support staff in-service education requirements, methods, and procedures. 
13. Ability to develop and deliver presentations. 
14. Ability to use independent judgment and to manage and impart information to a range of audiences. 
15. Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. 
16. Adaptable, flexible, and open to change in response to new information, different or unexpected circumstances, and/or ambiguous situations within a fast-paced environment.
17. Ability to maintain confidential information.
18. Strong organizational skills.
19. Ability to multi-task and prioritize time to timely complete projects with a deadline.
20. Ability to build and maintain strong partnerships.
21. Ability to listen actively and to stay positive, focused, and constructive when faced with set-backs and challenges.
22. Demonstrated knowledge and familiarity with all applicable compliance expectations, and the ability to cooperate fully and comply with laws and regulations.

F. Physical Characteristics/Working Conditions

A person in this position has sufficient time to complete most tasks although under pressure depending on patient and organization demands. There are frequent opportunities to relax from any physical exertion or to change position in work activities.

1. Physical Effort and Dexterity: Good dexterity to operate personal computer, and basic medical and laboratory equipment. Moderate physical activity. Requires handling of average-weight objects up to twenty-five (25) pounds or standing and/or walking for more than four (4) hours per day.
2. Machines, Tools, Equipment required to be operated: Capable of using office machines and personal computers for word processing, data entry and retrieval.
3. Visual Acuity, Hearing, and Speaking: Must be able to read computer monitor output accurately. Must be able to communicate clearly and accurately for work and safety compliance.
4. Environment/Working Conditions: Work is mostly inside an ambulatory health center setting in a controlled environment. Normal safety precautions and practices are required. Position may require travel throughout the Albuquerque metropolitan area. Work regularly scheduled Monday-Friday, although weekends may be required to meet deadlines.      

Reviewed: 9/02/2025

Revised: 9/02/2025