Homeward Health - Chicago, IL

posted about 1 month ago

Full-time - Mid Level
Chicago, IL
Professional, Scientific, and Technical Services

About the position

The Navigation Service Line Leader will oversee and drive the performance of the Navigation Service Line, ensuring the effective delivery of services that connect members with clinical and non-clinical resources outside of Homeward. This central role will manage a hybrid model of local and centralized staff, leveraging automation and process optimization to maximize efficiency and member satisfaction. The ideal candidate will bring expertise in healthcare operations, team leadership, and innovative solutions to enhance navigation services.

Responsibilities

  • Oversee the strategic direction and day-to-day operations of the Navigation Service Line, ensuring alignment with Homeward's goals.
  • Manage performance metrics for local and central Navigation staff, ensuring timely and effective delivery of services.
  • Develop and monitor key performance indicators (KPIs) to evaluate member satisfaction, task resolution rates, and efficiency.
  • Collaborate with engineering and design teams to define requirements for technology implementation.
  • Successfully deploy software technologies that will drive improved productivity and enforce adoption through training.
  • Lead the evolution of a hybrid staffing model, integrating local and central Medical Assistants (MAs), Community Health Workers (CHWs), and other centralized resources.
  • Establish and refine workflows to delineate which tasks are best performed locally versus centrally.
  • Identify opportunities to implement automation to assist Navigators and create scalability within the service line.
  • Ensure seamless member access to existing benefits through information provided by health plan partners and government agencies.
  • Develop and maintain curated directories of local and national third-party services, ensuring Navigators can effectively connect members with resources.
  • Oversee clinical support activities, such as appointment scheduling, successfully routing members to their local PCPs or specialists, and navigating healthcare systems.
  • Lead the implementation of technical support initiatives to assist members in using telemedicine, remote monitoring, home lab kits, SMS, and other technologies.
  • Work closely with local and central teams to ensure a cohesive and scalable delivery of navigation services.
  • Partner with technology teams to design and deploy automation tools that support Navigator workflows.
  • Collaborate with health plan partners and community organizations to align Navigation services with member needs.
  • Continuously assess and optimize workflows to improve efficiency and member outcomes.
  • Explore and implement innovative solutions for scaling Navigation services, including leveraging automation and data-driven decision-making.
  • Monitor industry trends and best practices to ensure Homeward's Navigation Service Line remains at the forefront of member support.
  • Integrate Social Determinants of Health (SDoH) services into Navigation workflows, addressing barriers like transportation, housing, food security, and financial assistance.
  • Develop and maintain a centralized directory of local and national SDoH resources.
  • Oversee SDoH assessments and ensure timely referrals to appropriate resources.
  • Build partnerships with community organizations and agencies to expand resource access.
  • Track metrics to evaluate the impact of SDoH services on health outcomes and member satisfaction.

Requirements

  • Bachelor's degree in Public Health, Healthcare Administration, Social Work, or a related field (Master's preferred).
  • 5+ years of experience in healthcare operations, care coordination, or resource navigation, with at least 2 years of leadership experience.
  • Demonstrated experience addressing SDoH in a healthcare or community setting.
  • Proficiency in leveraging data and technology to manage SDoH and insurance benefit services and workflows.

Nice-to-haves

  • Experience working with vulnerable populations, particularly in rural or underserved areas.
  • Certification or training in SDoH-related fields, such as Community Health Worker (CHW) certification or equivalent.
  • Familiarity with value-based care models and the integration of SDoH services into healthcare delivery.
  • Background in building partnerships with community organizations and managing cross-sector collaborations.

Benefits

  • Competitive salary and equity grant
  • Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees
  • Unlimited Paid Time Off
  • Company-sponsored 401k plan
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