Navigation Center Floor Supervisor

Family HealthCare Network•Porterville, CA

4d•Onsite

About The Position

The Navigation Center Floor Supervisor is responsible for providing expert assistance and training to Navigation Center staff and actively monitor all queues to balance workload while continuously rounding on the floor. This role provides support and floor supervision to departmental staff, serving as a system matter expert and mentor to the team regarding practice standards, quality interventions, problem resolution, and critical thinking. The supervisor provides and/or ensures employees receive necessary instruction and training to successfully complete their assigned job responsibilities, ensuring compliance with training plans. They support on-the-job training for Navigation Representatives and recommend remediation to the Navigation Center Supervisor when necessary. Workflow and procedure changes are recommended to the supervisor based on floor observations. The role involves giving real-time feedback and praise, as well as providing feedback to the Supervisor to aid in effective performance management and coaching. The supervisor monitors all queues (phone, WELL, portal) to ensure streamlined coordination and that key performance indicators (KPIs) and individual performance metrics are met. They ensure staff productivity by monitoring queues, staying queue-ready during peak times, and assisting with confirmations, patient recalls, or other projects during downtime. Training is provided to support individuals in meeting performance metrics. The supervisor is available to departmental staff for questions, issues, or concerns regarding eCW and EPIC patient calls, including taking over difficult calls. They review department schedules and provide feedback to Navigation Center leaders regarding coverage gaps, ensuring schedules are scrubbed for appropriate visit types and rectifying scheduling conflicts to maximize patient access and reduce wait times. Assistance is provided on provider specializations to minimize appointment errors, maximize patient access, and help providers achieve productivity goals. Expert knowledge of program services is exhibited to efficiently navigate staff and patients. Staff are supported in functioning as patient advocates, providing patient education, sending clinical messages, and performing call follow-ups and outreach. Daily rounding is conducted to ensure compliance with regulatory agencies. Assistance is provided with timely scheduling, rescheduling, confirmations, and cancellations of appointments per established protocols and guidelines. Timely responses to patient scheduling needs from the patient portal are ensured, and messages are routed correctly. Triage Services reports are added to patient records correctly and within expected timeframes. Support is provided for the intake and review of patient complaints. If the department is short-staffed, the supervisor assists on the queues, performing Navigation Center Representative job functions, including taking calls on eCW and EPIC EHR systems, appointment confirmations, patient portal messages, nurse triage reports, and WELL message management. Adherence to the Attendance and Absenteeism Policy is required, recognizing that regular attendance is an essential function. The ability to present to and work at any FHCN location is necessary. Other duties as assigned.

Requirements

Possesses work-related skills at a higher level than completion of high school, including formal written and verbal communications skills, computational and computer skills, mathematical, and technical skills.
Have proof of completion of high school with a minimum overall GPA of 2.5 or completion of General Educational Development (GED) with a minimum overall score of 162.5, and health care related knowledge, typically obtained through on the job experience.
If an individual has completed a degree at a higher level than required by the role and had a stronger GPA in that program, they may provide proof of GPA from that degree in lieu of the high school diploma.
Two years of professional growth that demonstrates the acquisition of progressively greater responsibility or significant contributions to projects and initiatives that demonstrate leadership skills
Must have been a Family HealthCare Network Navigation Center Representative for at least one year
Must have demonstrated consistent performance and technical proficiency in the following: Artera text queues all eCW phone queues all departmental functions, including scheduling guidelines for all specialties.
Have a minimum credit score of 650.
Ability to prepare basic correspondence and simple reports in Microsoft Word.
Ability to use Microsoft Excel to create tables and simple displays or information.
Ability to create basic presentations in Microsoft PowerPoint.
Job duties require the employee to effectively communicate routine or non-technical information to co-workers and others.
Effectively communicates written information (including electronic correspondence) and verbal presentations.

Nice To Haves

None required.

Responsibilities

Provides support and floor supervision to departmental staff.
Serve as a system matter expert and mentor to the team regarding practice standards, quality interventions, problem resolution and critical thinking.
Provides and/or ensures employees receive instruction/training needed to successfully complete their assigned job responsibilities as per training guidelines while ensuring compliance with training plan as assigned by the Navigation Center Supervisor.
Supports on the job training for Navigation Representatives and recommends remediation to Navigation Center Supervisor when necessary.
Recommends workflow and procedure changes to their supervisor based on observations from the floor.
Gives real time feedback and praising while on the floor.
Gives feedback to Supervisor to aid in effective performance management and coaching and counseling.
Monitors all of the queues (phone, WELL, portal) and assists departmental staff in ensuring streamlined coordination of all queues.
Monitors the Navigation Center queues to ensure key performance indicators (KPI’s) are met as well as individual performance metrics.
Ensures staff is staying productive by monitoring the queues, including staying queue ready during call peak times, and assisting with confirmations, patient recalls or other projects during down time.
Provides training to support individuals in meeting performance metrics.
Available to departmental staff for any questions, issues or concerns regarding eCW and EPIC patient calls, including taking over difficult calls as needed.
Reviews department schedules and provides feedback to Navigation Center leaders regarding any gaps in coverage.
Ensures schedules are scrubbed for appropriate visit types and helps to rectify scheduling conflicts to maximize patient access and reduce patient wait-time.
Provides assistance to staff on provider specializations to minimize appointment errors, maximize patient access and help providers achieve their productivity goals.
Exhibits expert knowledge of program services to efficiently navigate staff and patients.
Supports staff with functioning as patient advocates, and providing patient education on diversified program services, sending coherent clinical messages regarding patient needs to appropriate health center staff, and performing call follow-ups and outreach as needed, including ER and recalls.
Conducts daily rounding on the floor, within the Navigation Center areas, to ensure compliance with regulatory agencies.
Assists staff with appropriate and timely scheduling, rescheduling, confirms, and cancelations of appointments per established protocols and in adherence to scheduling guidelines, health center procedures, and quality customer service standards in all queues.
Assists with timely responses to patient scheduling needs retrieved from the patient portal, and all messages routed are routed correctly.
Ensures that Triage Services reports are added to the patient record correctly and within expected timeframes.
Supports the intake and review of patient complaints.
At any time that the department finds itself short in any specific function, assists on the queues while still providing expert support to others and performs Navigation Center Representative job functions. This includes, and is not limited to, taking calls on both eCW and EPIC EHR systems, confirmation of appointments, patient portal messages, nurse triage reports and management of WELL messages.
Responsible for adhering to the Attendance and Absenteeism Policy, recognizing that regular attendance is considered an essential function of all FHCN positions. Absenteeism is not being at work or failing to attend a paid workshop, training, or event unless the absence is protected by law.
Ability to present to and work at any FHCN location, both at the beginning of a shift or during a shift, based on business need.
Performs other duties as assigned.