We offer remote work opportunities (AK, AR, AZ, CA, *CO, *HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TX, UT, VA/DC, *WA, WI & WY only).
Veterans, Reservists, Guardsmen and military family members are encouraged to apply!
Job Summary
Directs the Referral Management (RM) Services operations and staff in processing and production standards of documents and/or electronic files regarding health care authorizations and referral requests from network and military treatment facility providers. Functions as Subject Matter Expert for non-clinical aspects of data entry into TriWest medical management system (CareRadius). Ensures contract compliance for the non-clinical aspects of data entry for the TRICARE T-5 West Region Contract. Serves as a role model for the Referral Management Specialists in the areas of communication and customer service. Provides oversite for staff training and quality assurance as well participation in process improvement activities.
Education & Experience
Required:
- High School Diploma or G.E.D.
- U.S. Citizenship
- Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
- 2 + years’ experience in an administrative setting such as health care operations
- Two or more years of supervisory experience Managed care and operational experience in medical management systems, including referral management/prior authorization, or utilization management.
Preferred:
- Two years or more experience in customer service, medical office or hospital.
- Prior experience with remote work environments
- Experience with TRICARE, VA, or military experience
Key Responsibilities
- Directs the daily operations and supervises Referral Management staff in the processing of health care authorizations and referral requests. Supports recruitment efforts by interviewing, selecting, and training new staff
- Ensures the quality of Referral Management staff training. Plans and implements orientation and training of newly-hired employees.
- Plans, organizes and implements staff training and staff development activities. Ensures department meets all training requirements.
- Ensures Referral Management desk procedures comply with contract requirements.
- Assesses staff performance, advises and counsels, and conducts annual performance evaluations.
- Functions as Subject Matter Expert regarding information management in on-line medical management system.
- Supports Referral Management by functioning in RM Specialist role when needed.
- Resolves complex provider and beneficiary issues
Ensures staff compliance with TRICARE T-5 contractual requirements, including turnaround time.
- Represents Referral Management on Utilization Management subcommittee as necessary.
- Collaborates with other departments, medical providers, and beneficiaries to ensure accurate documentation.
- Participates in TriWest meetings and initiatives as requested.
- Supports processes to track department outcomes and prepares management reports.
- Ensures staff is fully-informed of procedural changes and significant events impacting workflow by coordinating staff meetings and sending email updates.
- Participates in focused studies and performance improvement activities as required.
- Performs other duties as assigned.
- Regular and reliable attendance is required.
Competencies
Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate
Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications
Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required
Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; Commitment to task to produce outcomes without direction and to find necessary resources
Information Management: Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions
High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow
Leadership: Successfully manage different styles of employees; Provide clear direction and effective coaching
Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment
Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues
Technical Skills: Thorough knowledge of TRICARE policies and procedures, data collection and reporting, TriWest Care Radius medical management systems, and Referral Management Specialists functions
Working Conditions
Working Conditions:
- Ability to cover any work shift
- Ability to work overtime, if needed
- Onsite: Works within a standard office environment
- Remote: Private and secure work space and work station with high speed internet is required
- Extensive computer work with prolonged sitting, wearing of headset, typing, speaking on a phone