Director of Navigation

The Multi-Assistance Center At Morgans Wonderland•San Antonio, TX

7d•Onsite

About The Position

Morgan’s MAC is a campus connecting individuals with disabilities, their families, and caregivers to medical, therapeutic, and community services through one point of contact. The Director of Navigation leads the MAC Navigators, who coordinate care for members, and the Mission Specialists who support the organization’s mission. This role builds and oversees the workflows, quality standards, and leadership needed to deliver coordinated care and measurable results. The Director sets strategy and goals for the Navigation and Mission Specialist departments, develops managers and supervisors, oversees staffing and performance, and designs and improves service workflows. The role manages departmental quality assurance, compliance, budgets, performance reporting, and member grievances. It also serves as a primary connection among the departments, MAC partner organizations, and organizational leadership, while building relationships with healthcare and community service organizations. The position works primarily onsite, with local travel and occasional evening and weekend work.

Requirements

Bachelor’s degree in a social, behavioral, or human service field, such as social work, psychology, counseling, nursing, rehabilitation, public health, human development, or education.
At least 5 years of supervisory experience, including at least 2 years leading managers or supervisors.
At least 3 years of experience working with individuals with disabilities or other vulnerable populations with chronic or complex needs.
At least 3 years of contract management and reporting experience with Texas HHSC or a comparable state or federal funder.
Demonstrated experience with quality assurance, policy and procedure development, data-driven decision-making, and budget oversight.
Excellent written and verbal communication skills, including presenting to executives, boards, and funders.
Commitment to person-centered, trauma-informed, and culturally responsive practice.
Proficiency in Microsoft 365.
Valid Texas driver’s license, reliable transportation, and current auto insurance meeting state minimum requirements.
Ability to lead, develop, coach, and hold managers and supervisors accountable.
Strong working knowledge of care coordination, case management, or social service delivery models for individuals with disabilities, chronic or complex conditions, and their families.
Skill in designing, documenting, and continuously improving workflows, intake processes, and service pathways.
Working knowledge of quality assurance and continuous quality improvement methods, including audit design, performance metrics, and corrective action planning.
Experience writing, implementing, and maintaining departmental policies and procedures aligned with organizational standards, funder requirements, and applicable regulations.
Ability to use data to evaluate program outcomes, identify trends, and guide decisions.
Experience with budget oversight, grant reporting, and responsible stewardship of program resources.
Sound judgment and ability to manage competing priorities, complex cases, and sensitive situations with discretion and professionalism.
Exceptional attention to detail, organization, and time management, with ability to meet deadlines independently.
Demonstrated adaptability, resilience, and a positive, solution-focused approach.

Nice To Haves

Master’s degree and/or current professional licensure, such as LMSW, LCSW, RN, or similar.
Experience with electronic health records or case management systems and familiarity with medical terminology.
Maintain professional licensure, if applicable.

Responsibilities

Set strategy and goals for the Navigation and Mission Specialist departments in alignment with Morgan’s mission, core values, and strategic plan.
Coach, develop, and hold managers and supervisors accountable; build succession and cross-training plans.
Oversee hiring, onboarding, training, performance management, and retention for the departments.
Design and continuously improve pre-screening, intake, referral, and follow-up workflows to support consistent, person-centered service.
Serve as the subject matter expert for navigation workflows in the MACNav case management system.
Set key performance indicators, analyze outcomes, and report monthly, quarterly, and annually to executive leadership, the board, and funders.
Develop and manage the department budget and contribute to grant applications and deliverables.
Manage quality assurance activities, including file reviews, audits, and compliance checks; lead corrective action and quality improvement plans.
Oversee the member grievance process and use feedback from members and partners to improve services.
Write, maintain, and train staff in policies and procedures aligned with funder requirements, including Texas HHSC contracts, and applicable regulations.
Serve as the primary link between the departments, MACer partner organizations, and organizational leadership.
Build relationships with physicians, nurses, therapists, social service agencies, and community organizations; represent Morgan’s MAC in interdisciplinary teams and community forums.
Stay current on best practices and technology relevant to navigation, case management, and nonprofit operations.
Support events, outreach, and operational needs, including occasional evening and weekend work.
Maintain professional conduct and appearance consistent with organizational standards.

Benefits

Health, dental, and vision insurance; prescription drug discounts; employee assistance programs; and wellness programs.
Morgan’s pays 100% of employee-only coverage for Medical Plan 1, dental, vision, and basic life insurance.
401(k) plans, profit-sharing plans, financial planning assistance, and matching contributions.
Three weeks of PTO accrual, with up to 40 hours available to roll over to the next calendar year.
11 paid holidays per year and paid parental leave.
Complimentary Family & Friends Season Passes.
Discounted single-day tickets after the complimentary ticket bank is exhausted, plus discounts on in-park food, beverages, merchandise, birthday events, cabana rentals, and facility rentals.
$50,000 basic life and AD&D insurance policy at no cost to the employee.
Short-term and long-term disability coverage available.
Onsite Communicare partnership offering a $0 copay waiver, priority scheduling and appointments, prescription discounts, and home/work delivery.
$0 copay for a 24/7 telehealth nurse line.