In collaboration with patients, families (as defined by the patient) and staff across all disciplines and departments is responsible for the overall management of our patient navigation system, which is comprised of a Patient Navigation Center (PNC), Nurse Triage Call Line, and Referral Coordination. This role directs the overall strategy and operations of the Patient Navigation system, is accountable for all aspects of attracting, retaining and coaching talent, while maintaining daily operational supervision and employee development. The successful candidate for this opportunity will show a dedication to be inclusive, demonstrate accountability, be agile and have a strong business acumen inclusive of performance improvement expertise.
Provide leadership and direction to the PNC, nurse triage, and referral coordinators.
Work closely with Medical and Operations leadership, and other appropriate stakeholders, to establish program policies and procedures that support health center operational and clinical needs.
Take appropriate steps to investigate and resolve patient complaints.
Directs all aspects of performance management for navigation center operations including staff development, reviews, and hiring.
Responsible for attainment of all performance measures such as quality, service level, and customer satisfaction
Creates and delivers business cases for executive presentations
Plans and prioritize activities to ensure on‐time, on budget, completion of projects and initiatives while meeting performance metric expectations
Develops and executes strategic and operational improvements
Serve as the operational owner of CommUnityCare’s phone systems and interface with the Joint Technology Department on system utilization and optimization
Directs operation programs including quality assurance, issue resolution, and process improvement
Serve as liaison to other departments to gather requirements and implement customer service initiatives
Establish and maintain cross organizational relationships that align with company goals
Perform other duties as assigned.
Proven ability to work with multiple groups toward a common goal.
Demonstrated knowledge of queuing theory, call center metrics, and forecasting processes.
Demonstrated knowledge of patient engagement and motivation.
Experience ensuring optimal performance of operations through the use of technology, including workforce management, KPI, etc.
High level of skill at building relationships and providing excellent customer service.
Excellent verbal and written communication skills.
Ability to collect, analyze, and interpret data on operational and administrative processes and suggest and implement changes to improve performance.
Ability to prioritize and set goals and manage others to achieve success.
Ability to multitask while working in a fast‐paced environment.
Proficiency in the use computers and commonly used software, including Microsoft Office Suite.
Strong organizational, communication, and leadership skills
People Management/Department Management/Business Unit Management:
Demonstrated leadership and team‐building ability.
Fosters a positive team environment and provides ongoing guidance and career development opportunities to direct reports. Develops and motivates staff driving to high levels of engagement and satisfaction
Provides visionary leadership to a team of managers and supervisors
Through staff training and personal example, set a high standard for customer service, assuring that every navigation system interaction is characterized by exceptional cusomer service and engagement.
Maintain strict confidentiality of protected health information (PHI).
Ensure all actions, job performance, personal conduct and communications represent CommUnityCare in a highly professional manner at all times.
Uphold and ensure compliance and attention to all company policies and procedures as well as the overall mission and values of the organization.
Model partnership and effective supervision with team leads and mentor them in leadership and culture‐creation to minimize staff turnover within each program.
MINIMUM EDUCATION: Bachelor’s Degree (5+ years of call center leadership at a manager level or above may be subsituted for the Bachelor's degree)
PREFERRED EDUCATION: Master’s Degree in Business Administration, Health Administration, or other related field
- 5 years of management experience in a call center setting
‐ 10 years in a leadership role, with direct management of call center operations
‐ Experience in a medical call center
‐ Working knowledge of Epic electronic health record
‐ Familiarity with InContact call center software
PREFERRED CERTIFICATIONS/LICENSURE: Lean Six Sigma Green Belt