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Trinity Health Manager Centralized Referral in DES MOINES, Iowa

Employment Type:

Full time




  • Manage the performance of all assigned staff in the Centralized Referrals department to provide comprehensive, quality service to all internal/external customers

  • Ensure that departmental goals are met by analyzing and reporting individual and group performance results using KPIs and utilizing call recording and other reporting functionality

  • Make recommendations to internal/external clients and Revenue Integrity management for process changes and new systems/technology to improve the referral process and overall patient satisfaction

  • Collaborate with clinic leadership, providers and staff to ensure referral practices are being followed and patient referral needs are met timely and appropriately

  • Promotes an environment of patient centered care, building a team that promotes a positive patient experience with each encounter

  • Implement/manage individual Performance Improvement Plans as appropriate

  • Be available to provide 24/7 support to staff in the event of unanticipated situations

  • Ensure customer satisfaction with services received via the Centralized Referrals team

  • Proactively identify/respond to service delivery failures using appropriate service recovery strategies

  • Interface with key physicians to determine needs and develop protocols responsive to those needs as well as provide feedback on the needs of regional referring physicians and negotiate the team’s support of those needs

  • Identify and implement telephone/data solutions to maximize and ensure continuity of service

  • Monitor statistical data to ensure service commitments, both in terms of speed and quality of delivery, are being met and exceeded 2

  • Support the work of other staff in their efforts to establish and maintain referral contacts throughout the region

  • Annually evaluate the performance of the Centralized Referrals area. Develop strategies and related implementation goals and objectives for the coming year

  • Develop policies and procedures for Centralized Referrals for both operational issues and interaction processes with other system medical groups and/or referring institutions

  • Assume a lead role in the development and implementation of new programs and services

  • Contribute to the development and implementation of technology solutions to ensure best-of-class referral team performance

  • Develop and implement an orientation and continuing education program to ensure total familiarity and competency in referral processes as well as experiences to develop sound CRM skills for all levels of staff

  • Promotes team concept among all staff and utilizes effective verbal communication to ensure problems, possible solutions and final solutions are understood and accepted by all team members


  • Minimum of 2 years of prior management experience required

  • Minimum three years work experience as a Referral Coordinator preferred

  • Minimum five years working experience in a customer-service/contact center environment in a position with direct supervisory responsibilities preferred

  • Bachelor’s Degree preferred

  • High School Diploma or equivalent required

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran