Healthcare Navigation &Call Center Supervisor

Woburn Hospital • Goshen, IN

6d

About The Position

The Healthcare Navigation Supervisor is responsible for the operational oversight of Goshen Physicians Care Connect and Network Navigation services. This role oversees New Patient Navigation, centralized scheduling, and insurance quality and training specialists, ensuring a seamless patient experience and efficient operational workflows. The Supervisor serves as a resource for Colleagues by promoting adherence to established workflows, standard work, and quality expectations. Using operational data and performance indicators, this role identifies trends, supports process improvement initiatives, and provides recommendations to leadership regarding workflow effectiveness, training needs, and staffing requirements. This role collaborates closely with physician practices, clinical teams, and administrative leadership to enhance access, support organizational priorities, and drive patient satisfaction and operational efficiency.

Requirements

• High School diploma.
• Minimum of 3 years related medical or management experience considered in lieu of a degree.
• Minimum 2 years of experience in a medical environment.
• Strong PC skills utilizing Microsoft Office software.
• Leadership and team-building abilities with effective conflict resolution.
• Excellent communication skills.
• Data-driven and analytical.
• Knowledgeable in insurance verification, payer requirements, and compliance.
• Proficient in healthcare systems, call center platforms, and scheduling software.

Nice To Haves

• Associate or bachelor’s degree.
• 3–5 years medical office experience.

Responsibilities

• Operational oversight of Goshen Physicians Care Connect and Network Navigation services.
• Overseeing New Patient Navigation, centralized scheduling, and insurance quality and training specialists.
• Ensuring a seamless patient experience and efficient operational workflows.
• Serving as a resource for Colleagues by promoting adherence to established workflows, standard work, and quality expectations.
• Using operational data and performance indicators to identify trends.
• Supporting process improvement initiatives.
• Providing recommendations to leadership regarding workflow effectiveness, training needs, and staffing requirements.
• Collaborating closely with physician practices, clinical teams, and administrative leadership to enhance access, support organizational priorities, and drive patient satisfaction and operational efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED