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Position Classification Description

Position Class Code / Title: A6005 / Supv,Referral Services
Recruitment Tier: Tier 1
FLSA: Non-Exempt
Grade: 10

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.


Oversees and coordinates the activities/coverage of the Physician Access Service Line operation for the UNM Health Science Center. Supervises staff covering various shifts on a 24/7/365 basis for physician, patient, and clinical referral service. Oversees daily activities in support of a telephone answering, triage, paging and referral services. Responds to legal and risk management issues. Participates in hiring, firing, employee discipline, and performance review process. Serves as manager in manager's absence.

Duties and Responsibilities

  1. Supervises personnel which typically includes recommendations for hiring, firing, performance evaluation, training, work allocation, and problem resolution.
  2. Ensures appropriate handling of all calls; follows up with referral sources to ensure customer satisfaction.
  3. Handles policy and procedure issues; investigates reports of patient/client/physician dissatisfaction or satisfaction; resolves and/or takes corrective action where appropriate.
  4. Intercedes with third parties in difficult or questionable situations involving dissatisfied referring providers.
  5. Maintains database of regional physician contact information, in order to expedite call handling.
  6. Coordinates activities related to repair and maintenance of equipment and identification of system deficiencies.
  7. Develops operating goals and objectives for the unit; implements and administers methods and procedures to enhance operations, as appropriate to the unit.
  8. Assists in the annual budget planning process and regularly monitors expenditures.
  9. Generates monthly, quarterly, annual, and on-demand reports related to calls, transfers, and response times; detects logging errors and responds with training and/or coaching.
  10. Responds to legal and risk management issues by investigating historical calls and patient transfers.
  11. Serves as lead administrator of AMION on-call system, assisting schedulers and ensures departments have appropriate information accessible on UNMH Intranet.
  12. Inspects all patient transfer follow-up to assure referring physician satisfaction, comprehensive healthcare for patients, and coaching opportunities and performance management with staff.
  13. Serves as Banner originator and back-up approver for payroll and UNMJobs; responsible for time entry and hiring transactions in system.
  14. Assumes lead in absence of director.
  15. May act as department representative during meetings with physicians and hospital administrators.
  16. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • High school diploma or GED; at least 6 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

  • Ability to resolve customer complaints and concerns.
  • Skill in budget preparation and fiscal management.
  • Ability to communicate effectively, both orally and in writing.
  • Knowledge of customer service standards and procedures.
  • 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.
  • Knowledge of organizational structure, workflow, and operating procedures.
  • 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.
  • Ability to act as ad hoc manager in manager's absence.
  • Ability to maintain on-call coverage for administrative issues on a 24/7 basis.

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