Job Description

Job Summary:

The Referral Operations Officer is responsible for overseeing and executing the referral process through effective team management and operational coordination. This role involves managing a dedicated team to handle referral bookings, follow-ups, coordination with facilities and scheduling teams, minimize delays, cancellations, and no-shows.

Key Responsibilities:

Referral Management & Conversion:

• Lead and supervise the call centre team to ensure all incoming referrals (internal and external) are promptly followed up and converted into confirmed appointments.
• Ensure immediate response and scheduling within defined timelines.
• Oversee the daily operations of referral calls, patient communication, and coordination with facilities to secure appointment slots and reduce patient wait times.

Tracking, Monitoring & Reporting:

• Maintain an accurate daily record of referral activities including booked, seen/no-show, cancelled, and converted cases.
• Generate daily, weekly, and monthly performance reports on referral volume, conversion rate, and patient outcomes.
• Identify gaps, delays, or patterns affecting referral efficiency.

Coordination & Communication:

• Collaborate closely with facilities, scheduling, and clinical teams to ensure seamless appointment management and minimize patient inconvenience.
• Coordinate additional slots, extended hours, or urgent bookings when required.
• Communicate effectively with internal departments to facilitate smooth transitions and reduce process bottlenecks.

Confidentiality:

• Ensure compliance with confidentiality, data protection, and organizational policies.

Preferred Skills & Competencies:

• Excellent communication, coordination, and analytical abilities.
• Proficiency in MS Office (especially Excel) and hospital management systems.
• Ability to multitask and perform under tight timelines.
• Patient-focused, proactive, and result-driven mindset.

Qualifications:

• Bachelor’s degree in Healthcare administration, Business administration, or related field.
• 5+ years of experience in hospital operations, patient services, or referral management.
• Prior experience in healthcare referral management or call centre management is preferred.