Patient Engagement and Navigation Manager

HealthPoint Careers • Renton, WA

1d • Hybrid

About The Position

The Patient Engagement and Navigation Manager is responsible for providing programmatic and administrative direction, oversight, and guidance to a diverse Patient Engagement and Navigation team who serves populations of patients with complex and evolving needs. This position implements the strategy for the Patient Engagement and Navigation program with a focus on developing programs with an organization-wide impact for patients, clinical care teams and payers. The Manager is responsible for monitoring and evaluating team, program and contract performance as defined by quality, financial and sustainability metrics under direction of the Director of Care Support. Compensation is dependent on skills and experience.

Requirements

• Bachelor’s degree and at least five (5) years of relevant working experience and/or equivalent combination of education and experience required.
• Previous supervisory experience required.
• Previous experience in a healthcare setting, working with vulnerable populations, behavioral health or community health required.
• Valid Washington State Driver’s License with an acceptable driving record determined by HealthPoint’s insurance carrier.
• Possesses basic operating knowledge of computers.
• Intermediate to advanced level of Word, Excel and Outlook required, willing to learn telehealth or any other electronic platform.
• Electronic Health Record (EHR) experience required.
• Ability to read, analyze, and interpret common industry related journals, financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to write reports and articles for publication that conforms to prescribed style and format.
• Ability to effectively present information to top management, clients, external groups, and/or boards of directors.
• Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Proof of vaccination for COVID-19 is required, prior to start. HealthPoint does not accept the Johnson & Johnson COVID-19 vaccine as proof of vaccination. If you have received the Johnson & Johnson vaccine, we ask that you provide documentation demonstrating proof of an alternate COVID vaccine or vaccine series.
• All new employees are also required to show proof of immunizations and/or immunity to MMR (measles, mumps, rubella), Varicella, annual Influenza and TB QuantiFERON Gold Titer.
• Additionally, if you work in a HealthPoint clinic, Tdap (within last 10 years) is required.
• Hepatitis B. is required for clinical employees with potential exposure to blood/blood products.
• All immunizations are a condition of employment.
• Upon hire, employees must provide proof of their immunizations and/or immune titer results prior to starting or no later than their fifth (5) business day of employment.

Nice To Haves

• Bilingual language proficiency preferred.

Responsibilities

• Collaborate closely with Director, health center leadership and other team members and leaders to advance the strategy for Patient Engagement and Navigation services including scope, program enhancements, care model and staffing.
• Cultivate and maintain relationships with external community and program partners to drive success on various initiatives, contracts, and programs.
• Initiate, oversee, and implement continuous improvements to workflows, programs, and systems.
• Continuously evaluate and assess program and workforce strengths and opportunities across sites.
• Make recommendations and devise solutions to complex programmatic, contractual, and funding situations.
• Nurture a positive work environment that fosters growth, development, and sustainability of talented staff.
• Launch and build new programs or projects as needed.
• Travel to various locations including clinics, administrative offices, community, and home visits to provide team and patient support as needed.
• Partner with leadership to provide cohesive oversight, support, and development of staff.
• Responsible for hiring, performance management, talent development, employee relations, recognition and training of staff by providing effective leadership.
• Ensure all work is completed in support and enhancement of the objectives and goals of the organization.
• Accountable for Supervisor oversight of staff including performance management and reviews, daily staffing requirements and clinic responsibilities.
• Exemplify and embrace the diversity of assigned team to cultivate an inclusive environment representative of the communities we serve and maintain positive work environment centered around teamwork, collaboration, and accountability.
• Oversee the Supervisor providing high quality direct staff support for a variety of activities including navigating patient outreach, engagement, scheduling, application processing, data tracking and management, reimbursements, community partner coordination and communication.
• Support Supervisor and staff with daily problem-solving around patient situations including closing care gaps, care coordination, transitions of care, resource navigation and troubleshooting changing daily priorities and challenges.
• In collaboration with Director, accountable for financial sustainability of assigned programs and services.
• Ensure compliance with payer contracts and programmatic requirements of various projects.
• Identify barriers and potential innovative solutions to program and staff development across sites.
• Work with leadership to understand and prioritize shifting outreach priorities and team focus.
• Advocate for programmatic team integration and sustainability including important recruitment or retention strategies.
• Play a key role in alternative funding source procurement and sustainability such as grant writing contributions, funder reporting and project implementation.
• Deliver programmatic or other updates or presentations in group settings including information about the Patient Engagement and Navigation program to business and clinical leadership.
• Act as liaison between HealthPoint service locations to advance Care Support and organizational initiatives.
• Nurture a welcoming partnership across diverse locations and populations.
• Utilize population health and continuous process improvement strategies to mobilize teams and drive success as indicated by quality metrics, data analysis, financial analysis, and program goals.
• Evaluate, update, and revise processes and workflows to succeed on designated contracts and initiatives while maintaining staff productivity and workload balance.
• Be committed to a continuous learning environment where programmatic goals will shift based on the healthcare environment, requiring flexibility and prioritization.
• Maintain primary responsibility for assigned contracts and programs such as the Breast and Cervical Health Program and Food Insecurity.
• Create and oversee needed reports, metrics, contract compliance, billing, workflows, and ongoing reconciliation.
• Adeptly navigate healthcare system and community resources.
• Cultivate ongoing community partnerships and programmatic relationships to advance various quality and outcome goals.
• Actively develop new workflows and pilot processes to continuously improve the delivery of Care Support and other HealthPoint services.
• Provide ongoing continuous process improvement, including staff performance audits, reviews of quality and appropriateness of work, documentation, and tracking.
• Responsible for maintaining knowledge of all workflows including clinic scheduling guidelines, provider availability, electronic health record navigation and documentation, changing program or contract requirements, patient outreach and engagement initiatives and ongoing pilot projects.
• Provide technical support to assigned staff such as electronic system and resource navigation, facilitating computer or telecommunications and remote work support.
• Act as expert resource for all staff.
• Provide exemplary customer service to patients, care teams, internal and external partners.
• Lead by example in public and meeting settings; provide ongoing coaching to team as needed to develop professional communication skills.
• Facilitate regular adjustments to programs and contracts by positively adapting to changes and maintaining high levels of team engagement.
• Provide coaching and guidance to staff to ensure they maintain professional relationships and boundaries as they support patients, families or caregivers with empathy, compassion and cultural congruence while maintaining respect for confidentiality, privacy, and mandated reporting.
• Ensure health screenings and questionnaires such as PRAPARE are administered appropriately.
• Support Supervisor and assigned staff with daily problem-solving around patient outreach, engagement, closing care gaps, transitions of care, resource navigation and troubleshooting changing daily priorities and challenges.
• Seek ways to standardize workflows, intake and assessment tools, and other program elements to maximize care team expertise, meet or exceed quality metrics, and maintain high levels of patient and staff satisfaction.
• Ensure documentation is done appropriately and timely in electronic medical record, databases, and other electronic systems as indicated.
• Demonstrate and cultivate efficient and effective approaches to managing workload.
• Maintain good attendance and punctuality.
• Demonstrate respectful, professional, and appropriate behavior that supports a team-oriented work environment.
• Demonstrate a commitment to the mission, core values and goals of HealthPoint and its healthcare delivery including the ability to integrate values of justice, respect, compassion, excellence and stewardship into appropriate programs and services.
• Continuously evaluate and improve processes and procedures to streamline and enhance office operations using the HealthPoint Lean Management System (HLMS) tools and processes.
• Provide support for larger outreach campaigns that may involve contact center staff/cross coverage campaigns.
• Perform other duties as assigned by leadership.

Benefits

• Medical, Dental, and Vision for employees and their families/dependents
• HSA, FSA plans
• Life Insurance, AD&D and Disability Coverage
• Employee Assistance Program
• Wellness Program
• PTO Plan for full-time benefited and part-time benefited employees. 0-.99 years of service accrual of 5.23 hours per pay period. (pro-rated accruals for part-time benefited employees)
• Extended Illness Time Away of 40 hours (pro-rated for part-time benefited employees)
• 8 holidays and 3 floating holidays
• Compassion Time Away up to 40 hours
• Opportunity Time Off (extended time off for staff to invest in themselves) up to 8 weeks
• Retirement Plan with Employer Match
• Voluntary plans at a discount, such as life insurance, critical illness and accident insurance, identity theft insurance, and pet insurance.
• Development and Growth Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager