Referent Relations Manager

EHN Canada is the nation’s largest private network of industry-leading mental health, trauma, and addiction treatment facilities, each with a passion for providing quality treatment for Canadians. We are committed to both caring for our patients and supporting their loved ones. With over 100 years of collective experience, our inpatient, outpatient, and online programs are offered across the country, providing essential compassionate care to patients wherever they are.

EHN Canada prides themselves on providing both excellent and accessible care to all Canadians.

Learn more at ehncanada.com

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Position Summary 

The Referent Relations Manager is responsible for leading all communications, reporting, data management, and relationship coordination with referral sources after clients are admitted. This manager ensures that all documentation and reporting are completed accurately and on schedule, strengthening partnerships with referents through responsive and transparent communication. The role also involves supporting internal teams by promoting strong interdepartmental collaboration and optimizing processes for efficiency. The Referent Relations Manager supervises Client Care Coordinators involved in referent-related activities and plays a vital part in enhancing both client and referent experiences. Additionally, this position leverages data to guide strategic decisions, identify emerging trends, and support effective planning for service delivery, ensuring that the organization continuously improves and meets the evolving needs of clients and referents.

Duties & Responsibilities:

Referent Communication and Relationship Management

• Act as the primary liaison for all referral partners, fostering a responsive, knowledgeable, and cooperative environment that exemplifies effective relationship management.
• Ensure that referrers consistently receive prompt follow-ups and program updates, demonstrating a commitment to transparent communication and closing the information loop.
• Provide timely notifications to referents regarding program completions, extensions, treatment breaks, or adjustments to care plans, reflecting proactive management of stakeholder communications.
• Facilitate the sharing of clinical, medical, and administrative updates by working closely with internal stakeholders, and clinicians, modelling strong interdepartmental communication and teamwork.
• Oversee the accuracy and currency of referent contact records within EMR and CRM systems, demonstrating meticulous attention to data management and operational excellence.
• Engage with clients exploring employer-paid extensions, guiding them through the process and collaborating with relevant teams to ensure efficient service delivery and strategic alignment.
• Maintain comprehensive digital records of communications, agreements, and pertinent documentation, highlighting robust organizational practices and accountability in relationship management

Reporting, Forecasting and Analytics

• Oversee and ensure timely, accurate preparation and submission of all referent reports (bi-weekly, monthly, quarterly), including attendance, aftercare, and outcome measures, for both internal and external stakeholders.
• Lead the creation and review of weekly referral and engagement reports, providing stakeholders with current trends and activities.
• Monitor and compile Virtual Intensive Therapy Program (VITP) attendance data, maintaining reliable and up-to-date records.
• Audit client files, EMR records, and workflows to verify compliance with referent contract requirements and ensure data integrity.
• Maintain and optimize CRM or referral tracking systems to assess partner engagement, analyze referral patterns, and identify service gaps, emerging trends, or opportunities for program growth.
• Communicate key findings, insights, and forecasting information to leadership, promptly escalating concerns for action, and supporting quarterly and annual planning.
• Coordinate and follow up on outcome measures and partnership communications to strengthen ongoing relationships with referents.

Referral Process Management and Coordination

• Manage and enhance the referral process to improve client access and service efficiency, focusing on strategic workflow improvements.
• Supervise the handling of incoming referrals, ensuring timely responses and maintaining high levels of client satisfaction.
• Coordinate closely with intake and clinical teams to proactively address capacity issues, streamline client access, and meet comprehensive reporting needs.
• Work with Intake and Admissions to monitor the referral pipeline, quickly identifying and escalating urgent cases for prompt action.
• Lead cross-functional initiatives by collaborating with marketing, intake, and clinical teams to ensure partnership strategies support the organization’s overall objectives.

Interdepartmental Coordination

• Serve as the main point of contact between referents and administrative or clinical teams, proactively resolving process challenges and driving continuous improvement initiatives.
• Collect and communicate partner feedback and concerns to leadership and appropriate teams, ensuring stakeholder voices inform organizational decisions.
• Oversee and coordinate the accurate completion of documentation required for program extensions or modifications, supporting seamless service delivery.
• Assign, monitor, and ensure completion of reporting tasks across teams, maintaining accountability and adherence to deadlines.

Outreach and Presentations

• Lead and deliver impactful presentations and virtual information sessions to existing and potential partners, ensuring clear communication of program offerings, updates, and clinical outcomes.
• Act as a professional and knowledgeable representative of the organization during all referent interactions and outreach activities, consistently upholding the organization’s standards and fostering strong stakeholder relationships.

Supplementary Responsibilities:

• Other duties as assigned.

Skills 

• Exceptional organizational and time-management abilities, enabling effective oversight of multiple priorities and ensuring accuracy in all deliverables.
• Proven capacity to work autonomously and manage competing deadlines in a remote or hybrid environment, with a track record of reliable self-direction.
• Strong leadership, interpersonal, and client service skills, fostering a collaborative team environment and building positive relationships with stakeholders.
• At least two years’ experience in client-facing or administrative positions, with supervisory or management experience considered a significant asset.
• Advanced proficiency with MS Office Suite (Excel, Outlook, Word, PowerPoint), supporting efficient workflow management and reporting.
• Hands-on experience using EMR and CRM systems, with the ability to leverage these platforms for improved process management and partner engagement (asset).
• Background in healthcare or mental health administration, contributing to a comprehensive understanding of sector-specific processes and compliance needs (asset).
• Comfortable handling confidential information and sensitive communications with discretion and professionalism.
• Strong analytical and critical thinking skills, with demonstrated ability to interpret complex data and provide actionable recommendations to leadership.
• Experience with data tracking systems, reporting tools, and delivering clear presentations of findings and trends to management and external partners.

Education & Experience

• Completion of post-secondary education, preferably in health administration, business, or a related field, or an equivalent combination of education and relevant experience.
• Demonstrated experience in medical or mental health administration is considered a strong asset, especially in supervisory or management roles.

Employee Benefits and Perks:

• Comprehensive benefits package including a yearly allowance of $2,000 for mental health and addiction services, plus $600 for various paramedical services (e.g., massage, physiotherapy)

• 24/7 Employee Assistance Program through GreenShield Health

• Competitive paid time off, with an extra paid day off for your birthday, offered to eligible employees

• Float Days and Recognized Statutory Holidays, providing additional flexibility and time off for eligible employees

• Access to in-house fitness facilities or discounted gym memberships

• Exclusive discounts through Perkopolis on entertainment, insurance, and more

• Opportunities for personal and professional growth through our Education Support Assistance program

• Supportive relocation opportunities due to our nationwide presence

• Defined Benefit pension plan with up to a 4% employer contribution

• Maternity and parental leave top-up

• Discounts available at Kids & Co. Daycare.

Artificial intelligence (AI) may be used to screen, assess, or select applicants for this position by analyzing application materials and generating recommendations to support human decision-making.

EHN Canada is an employment equity employer. If you should require accommodation during the interview process, please contact Human Resources.

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