Referrals Manager

Job Id
Job Location
Plano, TX
Employment Type
Full Time Regular
Health Care

Please be advised, if you are viewing this position on Indeed, that the salary rate/range set forth herein was provided by Indeed. Concentra's market specific rate/range will be provided during the interview process.


The Referrals Manager strategizes, leads, inspires and engages colleagues to exceed customer expectations to achieve a positive impact on the cost and quality of care rendered to the injured employee in accordance with Concentra’s policies, procedures and applicable regulations. 



Ensures the delivery of exceptional customer service by actively managing the processes and people while identifying and implementing ways to improve the teams’ results and create a positive work environment.  This is achieved by putting all customers (internal and external) first and displaying:

  • A healing focus
  • A selfless heart
  • A tireless resolve


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  • Provides exceptional internal and external service by demonstrating welcoming, respectful and skillful behaviors.
  • Responsible for appropriate staffing levels to ensure resources are managed efficiently, final decisions on hiring, new hire evaluations, ensure annual reviews are written and conducted by direct reports, final decisions on Performance Management and input on salary planning
  • Ability to articulate the departments vision and strategy and ensure colleagues understand their role in achieving it
  • Provides ongoing coaching and feedback to direct reports with the intention of enhancing their contributions, competencies and performance to achieve daily and monthly departmental goals
  • Monitors production metrics and colleague behavior to hold direct reports accountable for meeting and exceeding team expectations
  • Focus on continuous improvement by regularly analyzing processes, procedures and operating practices; Suggests and drive change
  • Uses proactive solution minded thinking to improve the team or processes for our stakeholders while maintaining a level of consistency
  • Manages the quality assurance process including but not limited to the audit program and training plans
  • Project Management which includes the ability to coordinator, prioritize and work on multiple tasks
  • Ability to proactively identify, anticipate the needs of and solve issues related to patients, employers, payors or leadership at various levels within the company
  • Reports month end performance results and strategy planning for improvement and opportunities for growth




  • Number of people supervised:
    • Directly:  Managing the production and performance of 2-4 Referral Teams with 2-4 Supervisors
    • Indirectly: 50-80 Colleagues
  • Directly responsible for meeting departmental goals and compliance with established process requirements

Reports to Referrals Direct

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  • Minimum 2-5 years’ experience as an Occupational Medicine Referrals Supervisor or equivalent role



  • Excellent written and verbal communication skills with ability to communicate effectively with colleagues at all levels of the organization
  • Must display proper business etiquette and be skilled in the arts of diplomacy and tact
  • Ability to lead, organize and manage multiple priorities and/or projects by using appropriate methodologies and tools
  • Working knowledge of workers compensation referral processing
  • Ability to develop and manage a professional staff in a dynamic fast paced environment
  • Proven leadership qualities with influencing and negotiating skills
  • Proven track record in creating, implementing and improving Referral Department processes while considering what is best for stakeholders
  • Effective team building and succession planning skills
  • Ability to build and maintain productive business relationships
  • Strategic and root cause analysis skills
  • Demonstrated ability to lead and inspire others
  • Continuous Improvement skills
  • Project Management skills


  • Associates or Bachelor's degree preferred
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Outlook
  • Proficiency with scheduling / insurance verification software


  • Office environment
  • This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management
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This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.


Concentra is an Equal Opportunity Employer, including disability/veterans 

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