Director of Referral Coordination and Navigation – WVUHS System Integration

WVU Medicine-posted 4 months ago

Full-time • Director

5,001-10,000 employees

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The Director of Referral Coordination and Navigation is responsible for overseeing the processes that guide patients through WVU Medicine, ensuring timely and appropriate care. This leader is responsible for managing referral coordination, patient navigation and care coordination activities. The Director partners with clinical and operational leaders to optimize access, enhance scheduling and navigation services, and leverage innovative technologies to deliver seamless, consistent and efficient patient centered care.

Lead enterprise-wide process improvement initiatives to streamline patient access workflows, reduce variation and enhance operational efficiency.
Design and implement scalable access models that support future growth, reduce patient leakage and leverage digital solutions.
Serves as strategic leadership contributing to system-wide planning and innovation in access services.
Drive measurable improvement in patient experiences, access and operational performance through data driven decision making.
Manage the day-to-day operations at the WVU Medicine referral coordination center (HUB), ensuring timely responses to inquiries and coordination with teams throughout the health system.
Establish and implement workflows, policies and procedures as standards for access that improve access to care, reduce appointment wait times, and ensure patients are connected to care closer to home.
Partners with Information Technology and operational teams to implement and optimize platforms such as CRM systems, telephony solutions, AI chat tools, and enterprise scheduling software.
Develop, track, and analyze key performance indicators (KPIs) related to access, responsiveness, patient satisfaction, and operational efficiency.
Collaborate across entities to standardize workflows, share best practices, and promote equity in access across the system.
Establish and expand navigation programs to support care coordination and improve patient experience.
Develop escalation protocols to ensure timely resolution of access-related issues and enhance service reliability.
Build and sustain partnerships across departments, entities, and referring networks to reduce leakage and strengthen system alignment.
Lead, mentor, and support a high-performing team; establish clear expectations, provide coaching, and foster a culture of accountability and service excellence.
Ensure compliance with all applicable regulations, privacy standards (e.g., HIPAA), and WVUHS policies and procedures.
Serve as a subject matter expert and system resource for access-related projects, strategic planning, and service optimization efforts.
Participate in system-wide committees and workgroups to ensure alignment and representation of access-related initiatives.

Bachelor’s degree in Healthcare Administration, Business, Nursing, or related field required.
Seven (7) years of progressive leadership experience in healthcare access, operations, or patient services.

Master’s degree.
Experience working in a large health system or multi-site environment.
Experience with process design and improvement, change management and cross functional collaboration in a large health system.
Experience using Lean and/or Human-Centered Design methodologies to solve problems.

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Director of Referral Coordination and Navigation – WVUHS System Integration

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