The Sales Support Specialist provides standardized regional portal coverage and referral-management support for assigned branches. The position monitors incoming referrals; applies established clinical, capacity, payer, service-area, and operational criteria; retrieves and validates Start of Care (SOC) and Resumption of Care (ROC) referral packets; coordinates timely referral handoffs; and tracks missing documentation, escalations, and outstanding requirements through completion. The position works closely with Account Executives, Clinical Intake, Clinical Managers, and branch leadership to support timely referral decisions, accurate documentation, continuity of care, and consistent performance across assigned branches and regions. Performs other appropriate duties as assigned.

PRIMARY JOB DUTIES

1.     Monitors assigned referral portals and promptly reviews incoming referrals for the designated branch or region.

2.     Applies standardized clinical, capacity, payer, service area, and operational criteria to accept, decline, or escalate referrals within 15 minutes of receipt.

3.     Retrieves, reviews, and validates SOC and ROC referral packets, including required demographic, insurance, physician, order, and face-to-face documentation.

4.     Completes referral handoffs through the Mosai platform and designated Portal Branch Teams channels according to established procedures.

5.     Tracks referral disposition, missing documentation, escalations, and outstanding requirements through completion.

6.     Supports Home Health and Hospice referral coordination, including identification of potential non-billable Home Health discharges associated with Home Health-to-Hospice admissions.

7.     Maintains performance standards, customer service, confidentiality, and compliance with Well Care policies and HIPAA requirements.

1.0     55%     QUALITY OF WORK

1.1     35%     Monitors and processes assigned referrals accurately and timely as evidenced by:

•  Monitors assigned portals and reviews incoming referrals for designated branches or regions.

•  Applies standardized clinical, capacity, payer, service-area, and operational acceptance criteria to accept, decline, or escalate referrals within 15 minutes.

•  Identifies duplicate referrals, incomplete records, and discrepancies requiring correction or additional documentation.

•  Reviews staffing availability, service-area coverage, branch holds, and operational delays when supporting referral acceptance decisions.

•  Follows established clinical approval and escalation procedures for urgent, complex, or potentially delayed referrals.

1.2     20%     Retrieves, validates, and communicates referral information according to agency procedures as evidenced by:

•  Retrieves and validates SOC and ROC referral packets, including demographics, insurance information, physician information, orders, and face-to-face documentation.

•  Verifies the primary care, attending, and order-signing physician, as applicable.

•  Uploads SOC packets to the Mosai platform and ROC packets to the designated Portal Branch Teams channel.

•  Tags the appropriate Clinical Manager for ROC referrals and tracks acknowledgment and follow-up through completion.

•  Communicates missing or conflicting information to the appropriate internal or external contact and promptly escalates unresolved issues.

2.0     25%     PRODUCTIVITY/USE OF TIME

2.1     20%     Organizes, tracks, and completes referral-support work effectively and efficiently as evidenced by:

•  Tracks referral disposition, missing documentation, escalations, and outstanding requirements through completion.

•  Maintains assigned referral logs, hospital hold reports, and other tools needed to provide visibility into referral status and workload.

•  Responds to Account Executive, Clinical Manager, and operational leader requests for referral packets, documentation, and referral follow-up.

•  Provides portal and referral coverage for assigned branches or regions and responds to applicable Intake Clarus calls as assigned.

•  Supports data-quality and timeliness reviews by maintaining accurate, complete, and timely referral documentation.

2.2     5%     Maintains and adjusts schedule to enhance team performance as evidenced by:

•  Reports to work on time and returns promptly from breaks and meals.

•  Manages personal schedule and time off to support consistent regional coverage.

•  Assists team members to ensure completion of assignments and demonstrates flexibility with changing workload, coverage, and regional needs.

3.0     10%     PERFORMANCE MANAGEMENT

3.1     10%     Maintains established performance standards as evidenced by:

•  Maintains referral acceptance or decline response times of 15 minutes or less.

•  Works toward the established referral-conversion expectation, currently targeted at 75%, subject to payer, branch, capacity, and service-area conditions.

•  Monitors conversion, branch and payer mix, response time, workload, declination patterns, outstanding orders, and documentation completeness.

•  Consistently follows standardized referral acceptance, escalation, documentation, and handoff processes.

4.0     10%     TEAMWORK, MISSION, VISION, VALUES

4.1     10%     Demonstrates positive interpersonal relations and supports coordinated care as evidenced by:

•  Works collaboratively with Account Executives, Clinical Intake, Clinical Managers, branch leaders, referral sources, physicians, and other team members.

•  Responds to internal and external customers in a courteous, sensitive, respectful, and timely manner.

•  Maintains confidentiality and complies with Well Care HIPAA, privacy, and information-security policies.

•  Communicates ideas for improving referral workflows and promptly reports unresolved problems.

•  Identifies potential non-billable Home Health discharges associated with Home Health-to-Hospice admissions and alerts the appropriate Home Health and Hospice Clinical Managers.

•  Supports hospice referral activities as assigned, including documentation retrieval, urgent admission coordination, information visits, and referral conversion or handoff tracking.

•  Demonstrates the mission, vision, and values of Well Care in daily work.

 

JOB SPECIFICATIONS

1.     Education:  High School Diploma or equivalent. Secondary education preferred.

2.     Licensure / Certification:  Not required.

3.     Experience:  At least two years of computer experience, preferably in healthcare. Prior experience in customer service, physician relations, referral intake, portal management, or medical insurance verification preferred.

4.     Essential Technical Skills:  Must be able to write, use the telephone, read, and speak clearly. Computer literate with demonstrated experience using Microsoft Office, Microsoft Teams, electronic medical records, referral portals, and related healthcare technology.

5.     Interpersonal Skills:  Must possess excellent communication and customer-service skills. Ability to develop and maintain effective working relationships with referral sources, physicians, Sales, Clinical Intake, Clinical Managers, branch leaders, patients, and other team members. Effective listening and problem-solving skills.

6.     Essential Physical Requirements:  Ability to sit or stand for extended periods of time; stoop, bend, and operate standard office equipment.

7.     Essential Mental Requirements:  Ability to work effectively in a fast-paced environment, make timely decisions using standardized criteria, organize and prioritize competing assignments, maintain attention to detail, and respond appropriately in stressful situations.

8.     Essential Sensory Requirements:  Visual acuity, touch, hearing, and speaking.

9.     Other - Hours of Work:  Schedule and hours are based on assigned regional coverage and may include weekdays, weekends, holidays, or PRN coverage. Flexible hours may be required to accommodate referral volume and operational needs.