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.

Referral Operations Officer