Essential Duties and Responsibilities

• Demonstrates effective communication and problem-solving skills.
• Supports, implements and fosters greater staff understanding of the Mission, Vision and Values of Golden Valley Health Centers.
• Oversees all Referral center personnel to include participation in the hiring, termination, supervision, mentoring and evaluating of staff
• Plans and evaluates team assignments and assures adequate coverage; coordinates staff vacation and personal time off to assure no interruption in the operations of the Referral Center
• Ensures complete documentation of all patient referrals in the tracking database according to written protocols
• Ensures specialty appointments are scheduled for patients according to written protocols
• Ensures that consultation reports are received from specialists and are available to the referring provider according to written protocols
• Develops, implements, and audits policies and procedures related to the Referral Center
• Assists in coordinating complicated specialty referrals including, but not limited to, referrals to California Children’s Services (CCS).
• Assists in coordinating appointments for patients to see their PCP after being discharged from the hospital
• Coordinates CARES (emergency assistance) fund requests and forwards for review according to written protocols
• Establishes standards of performance and manages the staff to achieve standards
• Monitors and observes employee demeanor and customer service and conformity to company policies and Standards of Conduct
• Demonstrates excellent customer service in both verbal and written encounters. Serves as a professional role model in overall conduct and communication.
• Supports, implements and participates in quality improvement activities related to Referral center activities including resolution of patient/provider/staff complaints
• Is knowledgeable in, and compiles and maintains a list of trusted community resources for customer/patient/staff assistance for purposes of referral and social services.
• Attends and actively participates in required meetings and committees as requested
• Other duties and projects as assigned

Min. Qualifications

SKILLS: strong leadership skills; detail orientated; excellent customer service; excellent verbal and written communication; well organized; self directed; team orientated

ABILITY TO: work well with people; work with computers; work in a busy environment; be flexible in work schedule; willingness to travel to other locations for work

Physical Demands

The employee must occasionally lift and/or move up to 25-50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to hear over the telephone. Must be able to reach above the shoulder level, able to bend, squat, sit, and stand.

Work Environment

The work environment is usually fast pace with a moderate noise level.

Education/Experience Requirements

• High school diploma or equivalent.
• LVN licensure in state of California desired
• Bilingual English/Spanish desired
• Previous experience with Referrals required
• Two (2) years supervisory, administrative and management experience