Navigation Center Supervisor

Family HealthCare Network•Porterville, CA

12d•Onsite

About The Position

The Navigation Center Supervisor is responsible for the daily operational functions of the Navigation Center. This role involves providing supervision to departmental staff, selecting and building talent, and managing performance through evaluations, coaching, and disciplinary actions. The supervisor is also responsible for communicating with staff, building a successful team, and ensuring employees receive the necessary training and instruction. They manage the work of their assigned team, assign duties, provide daily guidance, monitor performance, and resolve issues that hinder goal attainment. The supervisor ensures adherence to company workflows, procedures, and policies, and recommends changes based on observations. They also assist in managing departmental expenses and maintaining compliance with reporting and tracking requirements. Additionally, the supervisor is responsible for managing various aspects of the Navigation Center, including preparing employee schedules, monitoring phone systems and queues, ensuring streamlined service provision, conducting call quality monitoring, and optimizing patient flow coordination. They recommend appointment processes to improve access and reduce wait times, ensure staff perform pre-registration and verify insurance eligibility, and monitor scheduling and verification processes. The supervisor is responsible for meeting performance indicators, managing patient complaints, and monitoring the performance of software technologies, reporting any technical issues. Adherence to the Attendance and Absenteeism Policy and the ability to work at any FHCN location are also required.

Requirements

Possesses proficiency in written and verbal communication, basic mathematics, computer applications, and technical systems, frequently acquired through one of the following: Completion of an Associate’s Degree program with a recognized major and a minimum cumulative GPA of 2.5; or A combination of relevant experience and completion of a high school diploma with a minimum cumulative GPA of 2.5, or General Educational Development (GED) with a minimum overall score of 162.5, and healthcare-related knowledge frequently acquired through completion of a trade school, para-professional, or certificate-type program.
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 or Associate’s degree.
Have a minimum of two years of leadership experience or five years of progressively greater responsibility or significant contributions to projects and initiatives that demonstrate leadership skills.
Have a minimum credit score of 650.
Ability to prepare more complex documents in Microsoft Word, including creating tables, charts, graphs and other elements.
Ability to use Microsoft Excel to analyze data, including the use of formulas, functions, lookup tables and other standard spreadsheet elements.
Ability to develop sophisticated presentations in Microsoft PowerPoint, including the use of embedded objects, transitions and other elements.
Job duties require the employee to effectively communicate, verbally and in writing, their opinions and extrapolations of information they collect and synthesize/analyze.
Responsible for the resolution of conflicts that may arise because of disagreements between employees, between employees and customers/clients, or with the public, other legal entities or governmental authorities.
Compiles, analyzes and prepares information in an effective written form, including correspondence, reports, articles or other documentation.
Effectively conveys technical information to non-technical audiences.
The employee is regularly required to sit and use repetitive hand movement to type and grasp.
The employee is frequently required to stand or walk.
The employee must occasionally lift and/or move up to 20 pounds.

Nice To Haves

None required.

Responsibilities

Provides supervision to departmental staff
Responsible for performance management of assigned staff, including recognition, performance evaluations, formal coaching and counseling, and making decisions or recommendations regarding necessary disciplinary actions.
Responsible for making recommendations regarding hiring or firing, and the advancement and promotion of assigned staff or any other change status of assigned staff.
Responsible for communicating with staff.
Builds a successful team and aligns team performance.
Provides and/or ensures employees receive instruction/training needed to successfully complete their assigned job responsibilities while ensuring compliance with training plan.
Manages work of assigned team.
Assigns duties to employees and provides daily guidance and supervision based on manager’s operational direction.
Daily, monitors staff performance, department staffing, and mitigates and resolves any issues preventing goal attainment, providing constant feedback to manager.
Ensures that employees are aware of and adhere to company workflows, procedures, and policies.
Identifies trend offenses, reporting as frequently as necessary to the manager based on severity of offense.
Recommends workflow and procedure changes based on observations from the floor.
Assists manager in ensuring department expenses stay within budget.
Maintains compliance with all employees related reporting and tracking.
Prepares employee schedules and posts at least one month in advance.
Monitors the Cisco phone system, appointment, and PBX queues throughout the day to ensure calls are answered within established benchmarks.
Ensures streamlined provision of services, including transportation services and ER outreach.
Responsible for conducting weekly call quality monitoring and providing performance feedback to staff.
Ensures customer service is at its highest in all interactions with customers.
Responsible for optimizing patient flow coordination, including communication between Navigation Center and health center staff.
Recommends appointment processes that improve access, reduce patient wait-time, and that maximize provider schedules.
Ensures that staff performs pre-registration and obtains/verifies insurance eligibility.
Monitors scheduling and verification processes.
Ensures performance indicators are met (network, department, individual).
Ensures staff meets individual performance indicators by providing ongoing coaching and appropriate follow-up.
Responsible for managing patient complaints, resolving the patient concern, following up with staff appropriately and making recommendations to workflows and procedures for process improvement.
Responsible for monitoring the performance of software technologies.
Recognizes, identifies and reports technical issues.
Responsible for adhering to the Attendance and Absenteeism Policy, recognizing that regular attendance is considered an essential function of all FHCN positions.
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.