Navigator Supervisor - FT/Variable

MemorialCare•Fountain Valley, CA

12h•$29 - $42

About The Position

The Navigation Center Supervisor is responsible for supervising customer service staff and monitoring their performance, while providing excellent service to our Patient, Families and Providers. They are responsible for the day to day operations of the Navigation Center, which includes training staff, staff assessments, shared department budgets and goal attainment. Accountable for standard work processes to ensure quick response to our customers, in a polite, empathic and professional voice and manner. Track and monitor department performance and KPI’s. The position is a working supervisor who works collaboratively with management, who excels in\: deescalating caller situations that may arise, sharing successes, mentor staff for growth, empower navigators to solve issues for both team members and patients as needed.

Requirements

Minimum 5 years customer service experience or other related guest-focused engagement preferred.
Call center experience necessary in a fast-paced setting.
Demonstrated good leadership, supervision, and teamwork skills.
Excellent computer and typing skills are necessary.
Use and knowledge of Windows, Microsoft Office, and Outlook (operates PC with speed and accuracy).
Medical terminology required.
High School diploma or GED required.
Bachelor’s degree or an equivalent combination of education and relevant experience required.
Traditional PBX knowledge and experience required (i.e. NEC, Avaya).
General Call Center knowledge and experienced preferred (i.e. Workforce Management, QA, Training, Call Monitoring, etc.).

Nice To Haves

Spanish speaking a plus.
Experience in the healthcare industry is a plus.

Responsibilities

Ensure for self and team delivers the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers, Staff and Colleagues.
Prioritize service and customer experience within each interaction.
Ensure unforgettable guest experiences through unmatched service.
Demonstrates strong guest-focused engagement over the phone, email, and chat.
Demonstrates effective communication, interpersonal, written and verbal skills.
Communicates between the Director, Staff, and other departments to resolve issues.
Acts as a resource and provides ongoing coaching and support for all staff.
Strong organizational skills.
Must be able to multi-task and maintain a calm demeanor.
Must possess problem resolution and follow through skills.
Knowledge of managed care and the business segments.
Knowledge and facilitation to schedule reservations for patients/family not limited to radiology, laboratory, ambulatory, pediatric and adult specialties, etc.
Provide oversight monitoring of all patients enrolled in the Twistle monitoring platform.
Ensure appropriate technical support is provided for all patient myChart needs.
Ability to understand claims and work with patients to resolve any issues while also partnering with the health plans to ensure patients are enrolled appropriately.
Correctly transcribe medical orders as allowed.
Flexibility to work a variety of shifts including nights and weekends.
Zipnosis support and monitoring of this platform ensuring pts receive appropriate support and care.
Participate in outbound call campaigns as needed.
Understand the Well App platform and use the communication platform as needed during every call.
Become proficient in all entities within the department.
Provide training and shadowing to all incoming new Navigators.
Manage best practice patient care outreach by team members and platforms by disease and age segments.
Knowledge of report building and presenting to the Leadership Team.
Be an outside of the box thinker identifying areas to enhance the technical work suggesting improvements for maximum navigator efficiency.
Be at work and be on time, available to lead a dynamic team that supports a 24x7 operation.
Follow company policies, procedures and directives.
Interact in a positive and constructive manner.
Prioritize and multitask.