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…