Program Manager- Duke Primary Care Referral Program

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

 

About Duke Primary Care

 

Pursue your passion for caring with Duke Primary Care, which offers family, adolescent, and internal medicine services as well as urgent, general pediatric, and virtual care at nearly 50 clinic locations across central North Carolina.

 

PROGRAM MANAGER FOR THE REFERRAL PROGRAM - DUKE PRIMARY CARE

 

This exempt management position is responsible for overseeing all functions of the referral department, including but not limited to the hiring, training and development of staff. This position will manage, coordinate and participate in the administrative activities which support referral services for Duke Primary Care. The Referral Manager is a customer-service and leadership-focused position working staff who work with patients and their families, insurance representatives, doctors and other medical personnel in a dynamic and professional environment to provide the highest level of quality healthcare to all patients. The manager is responsible for assuring the coordination of quality, cost-effective care.

 

This position is accountable for the program which processes outgoing referrals for DukePrimary Care practices, scheduling patient appointments and procedures with other offices, and coordinating with the patient to make sure they make their appointments. The Referral Manager is also responsible for supervising the referral staff and maintaining high standards of accuracy in a matrixed management environment. This position will have matrixed oversite for approximately 50 employees.

 

Duties and Responsibilities of this Level

 

Program Management 

·          Responsible for reporting information and triaging throughout the day for all Partners entities.

·          Develops guidelines for prioritizing work activities, evaluating effectiveness, and modifying activities asnecessary

·          Conduct monthly staff and leadership meetings

·          Ensure optimal customer service and follows through on all patient referral needs to ensure quality patient care and services

·          Generate weekly /monthly/quarterly analysis reports

·          Monitors and prioritizes work by utilizing and coordinating staff resources to the fullest capacity; adjusts work

·          Trouble-shoots and researches patient referral issues and determines the cause and provides resolution

·          Work with HCAs to coordinate staff resources when intra- department cross-coverage is needed

·           Champions and assists department management with the implementation of department and Entity goals, objectives, policies, and priorities; establishing appropriate service, staffing levels, and allocation of resources accordingly

 

Operations Management 

·          Is a member of the selection committee for hiring referral coordinators

·          Responsible for orienting, training and coaching new and existing referral coordinators

·          Trains staff on specialty specific referral processing,  exception reports, and insurance validation/pre-authorization

·          Administers mandatory in-services/ education and coordinates Referral Coordinator Skills-day

·          Mentors all existing team members and assists in identifying re-training subject matter

·          Provides feedback to HCA’s regarding team member performance, systems and process issues

·          Manages 10-15 centralized team members performing referral support processing

 

Process Improvement / Change Management 

·           Translate applicable business strategy, needs/gaps, and metrics into actionable opportunities designed to improve customer experience or realize cost savings

·           Proactively identifies opportunities to improve the patient referral process as a means to improve the efficiency

·           Develops short and long term work plans for goals of the department

·           Develops and evaluates appropriate protocols, work-flows, and guidelines for effectiveness

·           Identifies trends and referral patterns - works with management for resolution

·           Analyze report data and provide weekly feedback/report to,the manager

 

 

 

 

Minimum Qualifications

 

 

Education

Work requires communications, analytical and organizational skills generally acquired through completion of a bachelor's degree program.

 

Experience

 

Work requires the ability to plan and administer programs and direct p