Associate Director of Referral Services

Overview

Bio Matrix is a nationwide, independently-owned infusion pharmacy with decades of experience supporting patients on specialty medication. Our compassionate care team helps patients navigate the often-challenging healthcare environment. We treat our patients like family and get them started on therapy quickly. We work closely with them as well as their family and their healthcare providers throughout the patient journey, staying focused on optimal clinical outcomes.

At Bio Matrix the heart of our Inclusion, Diversity, Equity, & Access (IDEA) philosophy is the commitment to cultivate a welcoming space where everyone’s contributions are acknowledged and celebrated. Our goal is to draw in, develop, engage, and retain talented, high-performing individuals from diverse backgrounds and viewpoints. We believe that both respecting and embracing diversity enriches the experiences and successes of our patients, employees, and partners.

8:30 am-5:00 pm CST and must be able to work PST. This position is in Overland Park, KS.

• The Associate Director of Referral Services will be responsible for the oversight and management of the front end referral process including document management, and data entry, Benefit Verification and PA processes for the Bio Matrix Neurology, Immunology, Transplant and Specialty Infusion areas.
• The Manager will understand the specific DM, PAL, BV, and PA roles and support the day-to-day department activities.
• This position will work closely and collaboratively with other internal department leads, including Intake Coordination CRT, Nursing Services and Pharmacy Services.
• Establish training protocols for new employees and evaluate performance against metrics/goals; determine corrective action or training plans to support performance improvement when needed.
• Establishes communication processes and procedures for Referral Services team members to engage necessary internal and external stakeholders to gather missing or inaccurate information.
• Work cohesively with internal department leadership to ensure continuity of patient referral activities are performed optimally.
• Provide administrative and/or leadership support for accreditation related process or data collection activities that entail information from the Intake or Referral departments.
• Work collaboratively with referral and pharmacy operations management peers to support successful outcomes overall end to end processes to support getting referrals to their proper destination.
• Daily & Weekly – Review department alignment with stated SLAs for the department, identify trends among reporting periods, and take action with team or peers as needed.
• Support staffing and resource adjustments as found necessary to support referral volumes and overall growth goals for the organization.
• Maintains necessary and thoughtful communications to the intake and Patient Services specialist team members delivering information supplied by leadership with impact to people, process, and technology updates within a given location.
• Serves as a point of escalation for issue management and resolution support related to services provided by Intake & PAL’s.
• Ensure maintenance of strict confidentiality of patient information and compliance with HIPAA Privacy Rule standards.

• 5-7 years of experience in managing patient referral and prescription activities in infusion or specialty therapies
• 3-5 years of general infusion or specialty therapy reimbursement or payer experience
• 3-5 years of experience in supporting prescriber, healthcare setting, patient, and field facing communications related to referral or prescription services in infusion or specialty therapies
• 1-3 years of successful management/leadership of department employees
• Strong customer service skills internal and external customers, including meeting quality standards for services and evaluation of customer satisfaction.
• High School Diploma or equivalent, Bachelors' Degree preferred
• Advanced computer and internet skills (e.g. Microsoft Office)
• Must know and understand financial information and reporting aspects
• Willing to travel up to 5% of the time for business…