Supervisor of Ancillary Support Services

Overview

Supervisor of Ancillary Support Services - Downers Grove

Position Highlights:

• Full-Time, 40 hours/week
• Hours: Monday-Friday; 8:30am - 5:00pm
• Location: Downers Grove - Highland Oaks
  
  

Benefits:

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.
• Employer provided life and disability insurance.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met
  
  

Responsibilities

The Referral Supervisor is responsible for supervising a team of 10-12 people and managing referrals for Orthopaedic and Physical and Occupational Therapy departments. Helps ensure all visits are authorized, and updates assigned sites on needs from providers and payers. The Referral Supervisor ensures work is accomplished in accordance with Duly Health and Care policies and payer rules for therapy benefits.

• Communicates and demonstrates performance standards and expectations and provides consistent and ongoing feedback.
• Provides coaching and mentoring for the Shared Services Scheduling team.
• Identifies root causes for any identified scheduling concerns and suggests process improvements with consideration of the internal and external impact.
• Works with the manager and training team to assist in creating and/or developing training and refresher tools for associates.
• Assist with assessment of associate workload and works with the management team, workforce planning to set priorities and make any necessary staffing adjustments.
• Assist with workload during times of peak volumes.
• Ensures timely communication of performance and productivity metrics to agents.
• Works with leadership team to implement any identified process improvement within the processes/procedures.
• Identifies and coordinates additional training for any identified performance deficiencies or areas requiring skill development with associate and leadership team.
• Work with department management to complete annual performance reviews for associate, provide timely feedback to associates and address performance/quality and training issues as appropriate.
• Works with department management to complete disciplinary action.
• Maintains up-to-date knowledge of provider templates, accepted insurance coverage and patient registration guidelines.
• Provides support for any team member questions issues or problems regarding all aspects of scheduling and insurance verification workflows.
• Investigates complex scheduling issues and collaborates with management and staff to ensure any identified problems are resolved.
• Collaborates with site managers to maintain up to date knowledge of department specific scheduling protocols and procedures to ensure that quality expectations are met.
  

Qualifications

• Bachelor’s Degree, preferred or 2-4 years related experience
• Knowledge of referral management, experience with PT/OT referrals a plus!
• Prefer one-year experience in customer service setting, preferably in a medical office with basic knowledge of medical and insurance terminology.
• Ability to communicate clearly and professionally with all levels of the organization
• Excellent written and verbal communication skills
• Knowledge of scheduling protocols
• Familiarity with Microsoft office suite applications
• Prefer EMR knowledge; specifically, Epic Hyperspace.
  
  

The compensation for this role includes a base pay range of $58,252-$87,319, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.