POSITION SUMMARY
The Supervisor of Referral and Medical Records oversees the daily operations, workflow, and staff performance of the Referral and Medical Records team. This position ensures timely and accurate processing of referrals, prior authorizations, medical records management, and follow-up coordination to support high-quality patient care. The Supervisor serves as a resource for staff, promotes process improvement initiatives, monitors compliance with HIPAA and organizational policies, and collaborates with clinical and operational leadership to improve referral outcomes and patient access to specialty care.
KC CARE CULTURE CODE
KC CARE follows a culture code in all we do. Our code determines how we work, treat each other, and move health equity forward. As an employee of KC CARE, you will:
Put patients first, always
Treat all people with dignity, respect, and kindness
Create safe places for others to share their voice; encourage creativity
Always strive for improvement; keep learning
Own your work, action, and mistakes - no one is perfect
Have fun - work should be fun and we want you to have fun at KC CARE
ESSENTIAL DUTIES AND RESPONSIBILITIES
Team Supervision & Leadership
Supervises and supports Referral and Medical Records Specialists, including onboarding, scheduling, coaching, and performance management.
Conducts regular staff meetings, training, and competency assessments.
Monitors productivity, workflow, and work queues to ensure timely completion of referrals, authorizations, and medical records processing.
Assists with staffing coverage and workload balancing across teams.
Provides guidance and escalation support for complex referrals, denied authorizations, and patient issues.
Referral & Medical Records Operations
Oversees external referral coordination processes to ensure timely scheduling, follow-up, documentation, and closure of referrals.
Ensures accurate scanning, indexing, and maintenance of medical records within the electronic health record (EHR) system.
Monitors prior authorization processes and supports resolution of authorization denials or delays.
Ensures referral tracking systems and documentation standards are maintained consistently.
Quality Improvement & Compliance
Develops and monitors referral-related metrics, reports, and quality indicators.
Identifies workflow inefficiencies and implements process improvement initiatives.
Ensures compliance with HIPAA, organizational policies, payer requirements, and regulatory standards.
Conducts audits of referral documentation, medical records accuracy, and workflow compliance.
Collaboration & Communication
Collaborates with providers, care teams, specialty offices, hospitals, insurance companies, and community partners to improve referral coordination.
Serves as a liaison between departments regarding referral and medical records processes.
Assists leadership with operational planning, policy development, and department goals.
MINIMUM REQUIREMENTS
Associate degree
Three years of experience in referrals, medical records, prior authorizations, or healthcare administration.
Minimum of 1 year of leadership, lead, or supervisory experience.
Knowledge of HIPAA regulations, medical terminology, and referral management workflows.
Experience working within an electronic health record system.
PREFERRED REQUIREMENTS
Experience in a Federally Qualified Health Center (FQHC) or community health setting.
Experience with quality improvement initiatives and reporting tools.
Ability to read, write, and communicate clearly in Spanish and English
WORKING CONDITIONS AND DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working Conditions
General working conditions are in a healthcare facility. As such, there is a potential exposure to virus, disease, and infection from patients while performing the duties of this job. May experience traumatic situations including psychiatric traumatized and deceased patients. Travel may be expected to community meetings, client homes, or other agencies.
Physical Demands
While performing duties of this job, employees are regularly required to sit, walk, and stand; talk and hear; both in person and by telephone; use hands repetitively to finger, handle, feel, or operate standard office or clinical equipment; reach with hands and arms; and occasionally lift up to 20 pounds.
Mental Demands
While performing the duties of this job, employees are regularly required to use written and oral communication skills; read, analyze, and interpret data, information and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with others outside of their department.
Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments, and location may be changed at any time, as required by business necessity.