Care Navigation Manager

Empath Health•West Palm Beach, FL

61d•Onsite

About The Position

Trustbridge Hospice, part of Empath Health, is seeking an organized and friendly Care Navigation Manager for its team in West Palm Beach. This onsite, full-time position works Monday through Friday from 11:00 a.m. to 7:30 p.m. and supports the Admissions team, helping ensure a seamless and empathetic experience for patients and families during the hospice referral and access process. The Care Navigation Manager leads and coordinates intake for hospice referrals. The role guides patients and families through referrals and access to care, including explaining hospice services, verifying eligibility, and scheduling initial assessments and admissions. The manager supervises care navigation staff and ensures inquiries and referrals are handled sensitively, efficiently, and in compliance with regulatory standards.

Requirements

Minimum 3 years of experience in hospice, home health, or healthcare intake/admissions.
1–2 years of supervisory experience in a healthcare setting.
Exceptional communication and interpersonal skills with a compassionate, patient-centered approach.
Familiarity with hospice philosophy, eligibility criteria, and regulatory guidelines.
Proficiency in EHR systems and Microsoft Office Suite.
Strong organizational and problem-solving skills, with the ability to manage multiple priorities.

Nice To Haves

Bachelor’s degree in nursing, healthcare administration, social work, or a related field preferred.

Responsibilities

Oversee the care navigation team responsible for receiving and processing hospice referrals.
Ensure prompt and accurate intake of patient information, including clinical details, insurance verification, and documentation.
Ensure care navigation staff clearly and compassionately explain hospice services, goals, and eligibility.
Coordinate and schedule initial hospice visits, admission assessments, and other onboarding appointments with the admissions team.
Monitor referral-to-admission timelines to support timely access to care and high-quality service delivery.
Ensure accurate documentation in the electronic health record (EHR) system and compliance with HIPAA, Medicare, and state regulatory requirements.
Train, supervise, and support intake and care navigation staff in customer service, communication, and operational efficiency.
Identify and address barriers to timely admission and resolve issues affecting access to care.
Develop and maintain intake-process standard operating procedures, emphasizing continuous quality improvement.
Generate reports on referral volume, conversion rates, response times, and other key performance indicators.