Manager, Referral Management

Position: Referral Management, Manager

Department: Referral Management

Reports to: Director, Referral Management

Position Description:

As a key member of the Referral Management team, you will implement KPIs, mentor your supervisors, provide leadership development, and ensure SLAs and compliance metrics are met. Working closely with the Director of Referral Management and your supervisors, the Manager is responsible for onboarding new employees, coordinating with HR, liaising between HR and supervisors for HR issues, schedules and coverage, team building and employee recognition, monitoring of KPI’s, disciplinary actions, hiring and employment termination, and completion of root cause analysis.

Office Location:

• Office located at 7600 North 16th Street, Suite 140 Phoenix, AZ 85020 (Remote)

Responsibilities and Duties:

Responsibilities of the Manager include, but are not limited to the following:

• Employee Management
  • Address employee concerns and conflicts. Collaborate with HR as needed.
  • Manage employee performance, including reviews and disciplinary actions.
  • Identify learning opportunities and work with our training coordinator to develop training to enhance employee skills and knowledge.
  • Manage professional development for employees.
  • Maintain department organization charts and employee directory.
  • Conduct performance and salary reviews in conjunction with Director, Referral Management.

• Leadership and Team Management:

• • Lead and manage assigned teams, providing guidance, mentorship, and support.
  • Collect, analyze, and measure employee quality and productivity data; review data for trends and gaps that may require additional employee support.
  • Perform monthly one-on-ones with each employee to deliver coaching and performance reviews.
  • Ensure appropriate scheduling of team members for day-to-day production coverage.
  • Working with QA and Training teams, support employee productivity and quality improvement; identify and support employee gaps.
  • Review daily productivity to ensure appropriate distribution of referrals, productivity concerns, and re-dissemination of referrals for timely completion.

• Collaboration and Communication:

• • Collaborate with cross-functional teams to ensure quality-related requirements are understood and met.
  • Communicate quality-related metrics, trends, and issues to senior management.
  • Foster a positive and collaborative work environment to ensure effective teamwork and high morale within the teams.

• Process Improvement and Risk Management:

• • Support identification of trends, participate in root cause analysis, and create corrective/preventive action plans to address identified issues.
  • Promote a culture of continuous improvement by driving quality initiatives and best practices across the organization.
  • Disseminate process changes live and redirect team as needed to achieve company goals.

Qualifications:

• Must be at least 18 years of age.
• Bachelor’s Degree or equivalent work experience in management
• Has basic computer knowledge and experience including Microsoft Word, Excel & typing skills.
• Ability to convey a positive and professional image to customers and employees.
• Home care/healthcare background is a plus but not required.
• Must be able to work at a fast pace while maintaining attention to details.
• Is self-directed, flexible, cooperative, and exhibits the ability to work with minimal supervision.
• Must have reliable internet.
• Must be able to travel to Phoenix office for onsite meetings throughout the year.
• Must be available for holidays and weekends.
• Capable of following an issue through its conclusion.
• Highly self-motivated and able to work with minimal supervision.
• Must be able to sit at a desk in front of a computer for extended periods of time.
• Strong knowledge of healthcare regulations, such as HIPAA, FDA, or other applicable standards.

Proven Personal Attributes:

• Ability to multitask in a fast-paced work environment.
• Ability to remain calm under pressure and manage stressful situations.
• Provide excellent and professional customer service skills with a positive, patient, and friendly attitude.
• Ability to maintain a high level of confidentiality and remain HIPAA compliant.
• Ability to establish highly productive and detailed organizational skills/habits.
• Ability to actively listen and solve problems with cooperation, assertiveness, and flexibility for positive outcomes.
• Possess strong, professional written and oral communication skills for in-person, telephonic, and electronic use.

tango provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. tango will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship