Navigation Center Supervisor

Family HealthCare Network•Porterville, CA

1d•$70,304 - $108,967•Onsite

About The Position

The Navigation Center Supervisor is responsible for the daily operational functions of the Navigation Center. This role involves supervising departmental staff, managing various aspects of the center's operations, optimizing patient flow coordination, ensuring performance indicators are met, managing patient complaints, monitoring software technologies, and adhering to company policies. The position requires strong leadership, communication, and technical skills, with a focus on talent development, performance management, and process improvement.

Requirements

Proficiency in written and verbal communication, basic mathematics, computer applications, and technical systems.
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 acquired through completion of a trade school, para-professional, or certificate-type program.
If a higher-level degree is completed with a stronger GPA, it may be provided in lieu of the high school diploma or Associate’s degree.
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.
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.
Ability to effectively communicate, verbally and in writing, opinions and extrapolations of information collected and synthesized/analyzed.
Responsible for the resolution of conflicts between employees, employees and customers/clients, or with the public, other legal entities or governmental authorities.
Ability to compile, analyze and prepare information in an effective written form, including correspondence, reports, articles or other documentation.
Ability to effectively convey technical information to non-technical audiences.
Regularly required to sit and use repetitive hand movement to type and grasp.
Frequently required to stand or walk.
Must occasionally lift and/or move up to 20 pounds.

Responsibilities

Provides supervision to departmental staff, including selecting and building talent, performance management, coaching, counseling, and making recommendations regarding hiring, firing, advancement, and promotion.
Communicates with staff, builds a successful team, and aligns team performance.
Provides and/or ensures employees receive necessary instruction/training, including onboarding, on-the-job training, and remediation.
Manages the work of the assigned team, assigns duties, provides daily guidance and supervision, monitors staff performance and department staffing, and resolves issues preventing goal attainment.
Ensures employees are aware of and adhere to company workflows, procedures, and policies, correcting actions or behaviors outside of policies and reporting trend offenses.
Recommends workflow and procedure changes based on observations.
Assists manager in ensuring department expenses stay within budget.
Maintains compliance with all employee-related reporting and tracking.
Prepares employee schedules and posts them at least one month in advance.
Monitors the Cisco phone system, appointment, and PBX queues to ensure calls are answered within established benchmarks.
Ensures streamlined provision of services, including transportation services and ER outreach.
Conducts weekly call quality monitoring and provides performance feedback to staff.
Ensures customer service is at its highest in all interactions with customers.
Optimizes patient flow coordination, including communication between the Navigation Center and health center staff.
Recommends appointment processes that improve access, reduce patient wait-time, and maximize provider schedules.
Ensures staff performs pre-registration and obtains/verifies insurance eligibility.
Monitors scheduling and verification processes.
Ensures performance indicators are met (network, department, individual) by providing ongoing coaching and appropriate follow-up.
Manages patient complaints, resolves patient concerns, follows up with staff appropriately, and makes recommendations to workflows and procedures for process improvement.
Monitors the performance of software technologies, recognizing, identifying, and reporting technical issues.
Adheres to the Attendance and Absenteeism Policy.
Ability to present to and work at any FHCN location based on business need.
Performs other duties as assigned.