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Position Classification Description

Position Class Code / Title: A7016 / Mgr,Referral Services
Recruitment Tier: Tier 1
FLSA: Exempt
Grade: 12

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.

Summary

Under general supervision, organizes and manages seven-day-per-week, twenty-four-hour physician, patient, and clinical referral service; manages telephone answering and paging service for hospital physicians; develops, establishes, and maintains complete referral sources.

Duties and Responsibilities

  1. Oversees all facets of the daily operations of the organizational unit, ensuring compliance with the University, state, and federal laws, policies, and regulations.
  2. Oversees the supervision of personnel, which includes work allocation, training, promotion, enforcement of internal procedures and controls, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
  3. Directs and maintains liaison with referral sources; monitors activity with referral sources, physicians, and departments; maintains and coordinates a database of referral sources.
  4. Implements controls to ensure appropriate handling of all calls; establishes procedures for follow-up with referral sources to ensure customer satisfaction.
  5. Develops, implements, and maintains an automated system for scheduling, on-call service, program, and communications; develops software for tracking and status reporting on referrals.
  6. Oversees scheduling of patient visits and consultations through automated patient scheduling system; manages direct patient pre-registration.
  7. Develops and implements systems and processes to establish and maintain records for the operating unit.
  8. Represents the organization at various community and/or business meetings, committees, and task forces; promotes existing and new programs and/or policies.
  9. Participates in development, implementation and maintenance of policies, objectives, short-and long-range planning; develops and implements projects and programs to assist in accomplishment of established goals.
  10. Develops or assists with the development and implementation of policies and procedures consistent with those of the organization to ensure efficient and safe operation of the unit.
  11. Intercedes with third parties in difficult or questionable situations involving dissatisfied referring providers.
  12. Prepares monthly and other periodic reports on department activity, including productivity, problems, complaints, cost analysis, and customer satisfaction.
  13. Participates in the development of annual operating budgets and provides fiscal direction to the unit.
  14. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • Bachelor's degree; at least 3 years of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
  • Knowledge of planning and scheduling techniques.
  • Ability to develop and maintain recordkeeping systems and procedures.
  • Skill in the use of computers, preferably in a PC, Windows-based operating environment.
  • Skill in the use of personal computers and related software applications.
  • Ability to gather data, compile information, and prepare reports.
  • Ability to communicate effectively, both orally and in writing.
  • Knowledge of customer service standards and procedures.
  • Database management skills.
  • Skill in organizing resources and establishing priorities.
  • Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
  • Ability to develop, plan, and implement short- and long-range goals.
  • Ability to make administrative/procedural decisions and judgments.
  • Ability to investigate and analyze information and draw conclusions.
  • Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
  • Ability to foster a cooperative work environment.
  • Employee development and performance management skills.
  • Knowledge of budget preparation, cost estimating, monitoring, and fiscal management principles and procedures.
  • Knowledge of faculty and/or staff hiring procedures.

Working Conditions and Physical Effort

  • No or very limited physical effort required.
  • No or very limited exposure to physical risk.
  • Work is normally performed in a typical interior/office work environment.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 03/20/2017