Manager, Referral Services

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 90 sites, over 227,000 patients, and over 1.1 million healthcare visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff.

Family Health Centers of San Diego (FHCSD) is looking for a Referral Services Manager to join our organization. This position is responsible for collaborating with clinic operations, Quality Assurance, IT departments and Care Coordination units to establish, maintain and enhance our systems that connect our patients with their providers. Our ideal applicant will seek to learn our systems then seek to introduce innovation via automation and IT system refinements to reduce manual work.

Responsibilities:

• Define and implement operational, productivity, quality, and customer-service standards
• Ensure a positive patient experience and optimal operational results
• Serve as a liaison between patients, providers, managed care plans, specialty clinics and vendors
• Track and assist with resolution of all patient and provider issues/complaints.
• Monitor information systems documenting communication to and from the provider, patients, specialists and managed care plans in the relevant and requisite format and manner
• Manage departmental workflow procedures and service levels
• Conduct ongoing analyses and assessments of operational performance for continuous process improvements
• Structure work queues and functions ensure specialty referrals are processed and completed timely and accurately
• Develop reporting in collaboration with Business Intelligence and IT to automate report generation
• Provide timely information to patients and providers on the referral statuses via EHR Portal
• Assist senior leadership with developing long term department strategy
• Supervise, coach and counsel staff
• Administer appropriate disciplinary action in a timely manner that include corrective discipline (including termination) as needed
• Build positive relationships, inspire others to perform at a higher level, prepare career development plans and retain an accountable and high performing workforce.
• Ensure compliance with all regulatory requirements: Grants, HEDIS, Meaningful Use, Joint Commission, State Licensing, NCQA-PCMH, and other entities governing care delivery and quality
• Provide/ensure staff receive all new hire and annual trainings on time
• Perform other duties as assigned

Requirements:

• Bachelor Degree in a relevant field required or equivalent combination of education and experience required
• 3 - 5 Years of experience working in primary care clinics and or health plans
• Demonstrated experience managing referrals in healthcare or managed care plans
• Bilingual Spanish and English preferred.
• Excellent interpersonal and customer service skills
• Thorough knowledge of care coordination, case management, Primary Care Medical Home (PCMH), and National Committee for Quality Assurance (NCQA) rules, regulations, and guidelines
• Maintains a productivity expectation of 2.74 patients per hour
• Performs other duties as assigned.

Rewards:

• Job type: Regular Full Time
• Competitive Salary
• Retirement Plan with Generous Employer Match
• Paid Time Off, Extended Sick Leave and Paid Holidays
• Medical/Dental/Vision/FSA/Life Insurance
• Student Loan Repayment and Home Purchasing Assistance
• Employee Discounts, Wellness Programs and Other Benefits

Healthcare plans for families range from $47-$310 no matter how many dependents are on the plan. In addition, FHCSD's status as a Federally Qualified Health Center provides all of our employees access to extensive and wide reaching programs. For more details and information about all benefits for FHCSD employees please follow the below link.

https://fhcsd.gobenefits.net/benefits-home/resources/your-costs/

More About Family Health Center:

FHCSD was founded by community activists working towards a common goal: caring, affordable, high-quality medical care for all. We are proud to continue this mission today as the nation’s 8th larg