TrueCare is a trusted healthcare provider serving San Diego and Riverside Counties, offering compassionate and comprehensive care to underserved communities. We are committed to making healthcare accessible to everyone, regardless of income or insurance status. With a focus on culturally sensitive, affordable services, TrueCare aims to improve the health of diverse communities. Our vision is to be the premier healthcare provider in the region, delivering exceptional patient experiences through innovative, integrated care.

The Referral Supervisor is responsible for overseeing and coordinating the day-to-day operations of the Referral Department. This includes monitoring compliance with policies and procedures to assure the goals and objectives for the appropriate and timely processing of referrals are met.

Duties & Responsibilities:

• Oversees and coordinates the daily activities of the department with regards to quality, timeliness, accuracy and consistency.
• Creates and maintains schedules, coverage plans and assignments for assigned staff; and manages Paid Time Off (PTO).
• Monitors staff time and attendance processes daily and makes appropriate corrections, as needed.
• Coordinates, schedules and trains staff on referral submission and follow up procedures.
• Works closely with Referral Manager to ensure departmental goals are being achieved; advises manager of issues that impede goals from being met.
• Ensures complete tracking and follow-up on all referral requests and specialty report requests.
• Monitors workflow and ensures that referral processing and follow-up are completed within the guidelines established by the department.
• Assists in tracking and reporting on staff productivity.
• Monitors quality by performing audits and ensures all associated processes are followed consistently.
• Makes recommendations regarding changes, improvements or enhancements to the referrals process and assists with implementation; and assists with developing departmental protocols.
• Serves as point of contact and performs troubleshooting when problem situations arise in the referrals process.
• Addresses and resolves complaints related to customer service; escalates to Referral Manager, when necessary.
• Ensures proper referral documentation is created and maintained according to TrueCare protocols.
• Provides coverage for processing referrals.
• Reviews referrals for completeness and follows up with additional information, if necessary.
• Ensures proper use of Current Procedural Terminology (CPT) and current International Classification of Diseases (ICD) codes to meet the requirements of third-party payers and specialty clinics to ensure minimal delay in securing referral appointments or pre-authorization. Follow-up with clinician as needed.
• Utilizes Electronic Health Record (EHR) functions and/or other software systems to document all pertinent referral or Patient Health Information (PHI).
• Conducts 1:1 meetings with assigned staff.
• Completes evaluations for assigned staff.
• Maintains confidentiality of PHI by following all applicable Health Insurance Portability and Accountability Act (HIPAA) regulations.
• Conducts and/or attends meetings, task forces and committees as appropriate.

Required Qualifications:

• An associate degree in a healthcare related field, or equivalent experience.
• Two (2) years of referral coordination experience or equivalent healthcare experience.
• Two (2) years of supervisory or lead experience.
• Knowledge of medical terminology and procedures, insurance plans, patient referral procedures, and CPT and ICD codes.
• Knowledge of the HIPAA Privacy and Security Rule.
• Availability to work outside of normal shifts (i.e., 8am to 5pm and on Saturdays).
• Computer literacy working with PC-based software applications (e.g., EHR software) and proficiency with the Microsoft Office suite, including Outlook, Word and Excel.

• Completion of a Supervisory Certification Program.
• Bilingual in English and Spanish.
• Medical Assistant certification.

Benefits:

• Competitive Compensation
• Competitive Time Off
• Low-cost health, dental, vision & life insurance
• Tuition Reimbursement, Employee Assistance program

TrueCare is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state, or local law. Our goal is to promote and ensure authentic inclusion, belonging and support for all team members recruited or employed here. In the spirit of pay transparency, we are excited to share the base salary range for this position.

If you are hired at TrueCare, your final base salary (within the pay range), will be determined based on factors such as education, knowledge, skills, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members when determining any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical to allow for future and continued salary growth. We also offer generous benefits and retirement plans.

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Compensation details: 27.38-39.7 Hourly Wage

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