Supervisor Referral Support Specialists

Under the direction of the Sr Manager of Integrated Behavioral Health or designee, the Supervisor Referral and Support Specialists provides leadership and oversight of the Referral and Support Specialist team. Supports and oversee internal/incoming and/or external/outgoing referral processes. This position is responsible for supervising day-to-day operations of the Referral and Support Specialist department (internal/incoming and/or external/outgoing) including workflow, training, hiring, and achieving daily benchmarks.

This position maintains the cadence between back office and front office activities, monitors productivity and performance standards ensuring the department achieves its overall quality and financial goals. Assist providers, patients and/or internal customers with referral questions, issues and authorizations and centralized pre-services. Monitors productivity and performance standards while providing back‑up coverage for all functions to enable the department to achieve its productivity and goals.

• Must meet one of the following combinations of
  
  Education and Experience:
  • A Bachelor’s Degree in a field related to Behavioral Health, or
  • Any other Bachelor’s Degree and one (1) year of full‑time behavioral health work experience; or
  • Any associate’s degree and two (2) years of full‑time behavioral health work experience; or
  • Eighteen (18) credit hours of post‑high school education in a field related to behavioral health and two (2) years of full‑time behavioral health work experience; or
  • A high school diploma or GED and four (4) years of full‑time behavioral health work experience.
• Requires graduation from an accredited program for Medical Assistants or Valley wise Health approved course.

• Must have a minimum of five (5) years progressively responsible patient access operations experience within the scheduling, or referral process in a hospital or physician office setting that demonstrates an understanding of the required knowledge, skills and abilities.
• Prefer experience in a supervisory capacity.
• Prefer experience in providing support as a Referral Support and Specialist in the Integrated Behavioral Health department.

• Incumbents hired into this position must be eligible to sit for one of the following certification exams:
  • Certified Medical Assistant (CMA) certification issued by the American Association of Medical Assistants (AAMA); or
  • Registered Medical Assistant (RMA) issued by the American Medical Technologists (AMT); or
  • Certified Clinical Medical Assistant (CCMA) issued by National Health Career Association (NHA)
• Requires possession of, and ability to retain a current, valid AZ issued driver’s license in good standing and must carry the AZ legally required minimum insurance coverage on personal vehicle at all times.

• Must have knowledge and understanding of insurance verification and DES/AHCCCS programs and eligibility factors.
• Requires excellent data entry skills including 10‑key by touch, and the ability to type 40 words per minute accurately.
• Basic math skills required.
• Must have the ability to supervise and coordinate the work of subordinate personnel in a manner conducive to full performance and high morale.
• Must be approachable, people oriented, and a good listener.
• Must be able to communicate effectively and have excellent customer service skills.
• Must possess the ability to think critically in stressful situations, effectively communicate both written and verbal, and strong computer skills and functional knowledge of systems and applications.
• Requires the ability to be a creative, independent thinker.
• Must exhibit a high degree of professionalism, customer service, and enthusiasm.
• Must possess solid analytical and problem‑solving skills.
• Bilingual in Spanish preferred.
• Data collections and interpretation skills required.
• Must be a change agent able to develop, implement and maintain policies and processes.
• Requires the ability to read, write and speak effectively in English.