Patient Navigation Team Lead

Naveris•Waltham, MA

13d

About The Position

About Us Naveris is a rapidly growing precision oncology diagnostics company on a mission to change the way HPV-driven cancers are detected, monitored, and managed. Our flagship test, NavDx®, is a cutting-edge, blood-based Lab Developed Test (LDT) that detects circulating Tumor Tissue Modified Viral (TTMV®)-HPV DNA. NavDx provides clinicians with earlier insights into recurrence, enabling more informed and personalized patient care and outcomes. Opportunity The Patient Navigation Team Lead plays a critical role in ensuring patients have a seamless, positive experience across the NavDx testing journey. This role provides day-to-day leadership, guidance, and operational oversight to the Patient Navigation Specialists, enabling the team to meet productivity, quality, and communication standards. The Team Lead serves as the primary escalation point for complex cases, ensures adherence to established workflows, partners cross-functionally to resolve operational barriers, and drives continuous improvement across patient-facing processes.

Requirements

2+ years experience in patient services, healthcare operations, customer support, or related role
Demonstrated success mentoring or coaching peers
Strong communication and de-escalation skills
High proficiency with Salesforce cases, tasks, and logging
Ability to interpret workflows and apply them consistently
Strong time management and prioritization abilities

Nice To Haves

Experience with mobile phlebotomy coordination, laboratory workflows, or diagnostic testing
Prior experience leading small teams or serving as a SME
Familiarity with NavDx workflows, provider preferences, and STP logic

Responsibilities

Provide daily coaching, support, and direction to Patient Navigation Specialists.
Monitor workload distribution and adjust assignments to balance case volume and ensure timely follow-up.
Serve as the first point of escalation for complex patient situations, workflow exceptions, and provider concerns.
Conduct regular 1:1s, performance check-ins, and feedback discussions in alignment with department expectations.
Assist in onboarding and training new hires, reinforcing adherence to SOPs, scripts, and Salesforce requirements.
Oversee end-to-end case handling for mobile phlebotomy, Surveillance Testing Program orders, and patient outreach workflows.
Ensure patient communication is professional, accurate, timely, and compliant.
Maintain expert-level understanding of provider preferences, Naveris Arranged Phlebotomy workflows, kit dispatch logic, and case status requirements.
Identify gaps in communication, process adherence, or system efficiency and recommend solutions.
Audit case notes, call logs, and system documentation to ensure accuracy, completeness, and consistency.
Support escalation management (complaints, HIPAA concerns, billing questions, and welfare checks) in partnership with leadership.
Ensure all staff follow approved scripts, verification processes, and patient privacy standards.
Collaborate with Clinical Operations, Lab Operations, Billing, Sales, and Product teams to resolve issues impacting patient experience.
Surface systemic challenges, vendor concerns, and recurring workflow blockers to Operations leadership.
Provide actionable insights and feedback to support platform improvements, vendor performance, and workflow automation.
Track individual and team performance trends, including case turnaround time, follow-up adherence, call metrics, and patient outcomes.
Support leadership in preparing operational updates, dashboards, and process reports.
Identify opportunities to improve productivity, reduce manual work, and enhance patient satisfaction.