Director of Referral Services

About the role

See your work in a new light.

At LUX Infusion, we're reimagining infusion care to be more human, supportive, and connected. Inspired by lux -meaning light - we guide patients, providers, and partners through complex therapies with clarity, compassion, and confidence.

As a clinician-led, U.S.-based organization, we put people first - helping patients feel seen and supported through faster therapy starts, dedicated care coordination, and meaningful collaboration. Our commitment to inclusion, diversity, equity, and advancement (IDEA) is central to our culture, ensuring every team member feels valued and empowered to make a difference.

We're looking for an Associate Director of Referral Services who wants their work to mean something-someone who brings care, accountability, and purpose to how referrals become treatments and how systems become services.

Why This Role Matters

The Associate Director of Referral Services plays a critical role in delivering a patient-first infusion experience by ensuring referrals move efficiently, accurately, and compassionately from intake to care delivery.

The Associate Director of Referral Services will be responsible for the oversight and management of the front end referral process including, Benefit Verification and PA processes for LUX Infusion Neurology, Immunology, Transplant and Specialty Infusion areas. The Associate Director will understand the specific BV and PA roles and support the day-to-day department activities. This position will work closely and collaboratively with other internal department leads, including Intake Coordination CRT, Nursing Services and Pharmacy Services.

In this role, you'll contribute to work that

• Ensures patients experience timely, coordinated access to infusion therapy
• Supports clinicians and referral partners through clarity, responsiveness, and reliability
• Strengthens the foundation of care delivery through strong reimbursement, documentation, and intake workflows

Additional information

Every referral represents a real person navigating a complex healthcare moment-and your leadership helps that journey begin with confidence and trust.

Essential Functions and Responsibilities

• Set standard metrics and goals for Referral Management team members for pull through of referrals, documentation management, BV, PA processing
• Sets the tone for the Referral Management departments, develops and supports LUX Infusion's culture in the work environment, and ensures there is opportunity for team professional
• Establish training protocols for new employees and evaluate performance against metrics/goals; and determine corrective action or training plans to support performance improvement when needed
• Establishes communication processes and procedures for Referral Management team members to engage necessary internal and external stakeholders to gather missing or inaccurate information
• Work cohesively with internal department leadership to ensure continuity of patient referral activities are performed optimally.
• Provide administrative and/or leadership support for accreditation related process or data collection activities that entail information from the Intake or Referral departments.
• Work collaboratively with referral and pharmacy operations management peers to support successful outcomes overall end to end processes to support getting referrals to their proper destination
• Daily & Weekly (or as needed) - Review department alignment with stated SLAs for the department, identify trends among reporting periods, and take action with team or peers as needed
• Support staffing and resource adjustments as found necessary to support referral volumes and overall growth goals for the organization
• Maintains necessary and thoughtful communications to the intake and Patient Services specialist team members delivering information supplied by leadership with impact to people, process, and technology updates within a given location.
• Serves as a point of escalation for issue management and resolution support related to services provided by Intake & Referral Specialists

Non-essential Functions & Responsibilities

• Triages work and assigns duties to staff
• Perform employee management tasks, including, but not limited to review of productivity, management of job descriptions, timely performance reviews, disciplinary process/corrective action, and all associated personnel paperwork.
• Ability to prioritize and handle multiple tasks and projects concurrently
• Must have scheduling flexibility and be able to work overtime [Exempt]
• Overnight travel on occasion by car and plane
• Careful attention to detail
• Performs related duties as requested

Qualification Requirements

• 5-7 years of experience in managing patient referral and prescription activities in infusion or specialty therapies
• 3-5 years of general infusion or specialty therapy reimbursement or payer experience
• 3-5 years of experience in supporting prescriber, healthcare setting, patient, and field facing communications related to referral or prescription services in infusion or specialty therapies
• 1-3 years of successful management/leadership of department employees
• Strong customer service skills internal and external customers, including meeting quality standards for services and evaluation of customer satisfaction.
• High School Diploma or equivalent, Bachelors' Degree preferred
• Advanced computer and internet skills (e.g. Microsoft Office)
• Must know and understand financial information and reporting aspects
• Willing to travel up to 5% of the time for business purposes (when necessary to attend meetings, conferences, seminars, etc.)

Qualifications Preferred

• 1-3 years people management experience overseeing team members responsible for pharmacy intake or referral process activities
• Strong knowledge and understanding of infusion therapies, the steps needed to qualify a patient for such therapy, and the ability to lead team members through these steps
• General knowledge and understanding of payer contracts for infused therapies and operational requirements to support contracts for pharmacy or prescription services

Knowledege, Skills and Abilities Requirements

• Strong knowledge of specialty prescription and referral documentation workflow, provider communication needs, and necessary steps to vet a referral to outcome
• Strong working knowledge of medical / pharmacy terminology
• General knowledge of intake requirements for all insurance payors including Medicare, Medicaid, Medicare D, Commercial and pharmacy plans
• Ability to actively communicate, inspire and motivate all levels of staff
• Ability to think and act strategically and proactively
• Ability to maintain accurate records and prepare reports and correspondence related to the work
• Ability to organize and coordinate the work of others
• Ability to set priorities and assign work to other professionals
• Ability to identify areas for opportunity and process improvement and enact change
• Excellent verbal, written, and communication skills
• Excellent group presentation skills

Communication & Technical Skills

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions and intake/referral issues
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively
• Computer skills
• CPR+ knowledge, Microsoft business programs - Excel - Word - Access Database

Additional information

You don't need to check every box-we care just as much about how you lead, support, and show up as what's on your resume.

Here, you'll find

• Purpose-driven leadership work with real patient impact
• A patient-first, clinician-led culture
• Collaborative, supportive teammates who value high standards and empathy
• The opportunity to grow with an organization building something meaningful

Come help us elevate infusion care-and see what's possible when leadership, care, and purpose come together.

Physical Demands

While performing the duties of this position, the employee may occasionally be required to stand, walk, or sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Other Requirements

Employees are expected to

• Participate annually in required legal and ethical compliance training
• Consistently act in compliance with LUX Infusion's legal, ethical, and compliance policies
• Adhere to all standards and procedures outlined in the LUX Infusion Compliance Manual
• Refrain from any behavior that could be considered unethical or unlawful

Expectations for All Employees

All LUX Infusion team members are expected to support the organization's mission, vision, and values by demonstrating integrity, dedication, compassion, and enthusiasm. This includes placing patients first, working collaboratively with a "stacked-hands" mindset, and maintaining a consistent focus on quality, accountability, and continuous improvement.

General Information

• The statements above are intended to describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.
• This role operates in a fast-paced environment and requires the ability to prioritize competing demands, manage multiple tasks effectively, and seek guidance when appropriate.
• Employees in this position may be required to assist directly - or coordinate appropriate assistance - to ensure access to LUX Infusion's services for individuals with disabilities, including patients, visitors, employees, or others.