Patient Navigator Manager
About The Position
The Patient Navigator Manager oversees the day-to-day operations and performance of Pinnacle Fertility’s Patient Navigator team, ensuring patients receive consistent, compassionate, and coordinated support throughout their fertility journey. The role leads, coaches, and develops Patient Navigators who guide patients through intake, education, treatment coordination, and ongoing communication. The manager partners with clinical teams, nursing leadership, financial counselors, and operations to support seamless handoffs, clear communication, and an exceptional patient experience. The position calls for a hands-on, people-focused leader who understands the emotional complexity of fertility care and can balance empathy with accountability and operational excellence. This is a full-time, salaried, onsite role with Pinnacle Fertility - Washington. Core operations are Monday through Friday, and the role may include holidays and weekends based on clinic needs. Occasional travel may be required.
Requirements
- High school diploma required.
- Minimum of 3 years of experience as a Fertility/IVF Coordinator required.
- Proven ability to lead, coach, and develop high-performing teams.
- Strong conflict resolution, change management, and communication skills.
- Proficiency with Microsoft Office and EMR systems.
- Strong organizational, analytical, documentation, and project management skills.
- Ability to operate effectively across time zones and support geographically diverse staff.
- Comfort working in a fast-paced, patient-focused environment.
Nice To Haves
- RN preferred.
- Minimum of 2 years of management or supervisory experience preferred.
- Experience with nAble EMR preferred.
Responsibilities
- Provide daily leadership and oversight for the Patient Navigator team, ensuring high-quality patient communication and coordination.
- Manage and support Patient Navigators responsible for patient intake, education, care coordination, and ongoing outreach.
- Oversee hiring, onboarding, training, performance management, and professional development for Patient Navigators.
- Develop, maintain, and refine navigator workflows, scripts, and training materials aligned with clinical pathways and patient experience standards.
- Coach Navigators on compassionate communication, boundary-setting, service recovery, and handling emotionally complex patient situations.
- Serve as an escalation point for complex patient concerns related to access, coordination, or experience.
- Partner with clinic leadership, providers, nursing teams, and financial counselors to ensure alignment across the patient journey.
- Monitor navigator performance metrics, including responsiveness, quality, patient satisfaction, and workflow adherence.
- Use patient feedback and operational data to drive continuous improvement.
- Oversee staffing models, scheduling, and workload distribution to meet patient demand.
- Foster strong communication, collaboration, and engagement within the Navigator team.
- Support implementation of new workflows, systems, and initiatives impacting patient navigation.
- Assist with additional projects and responsibilities as assigned.
Benefits
- Comprehensive healthcare insurance.
- Dental insurance.
- Life insurance.
- Vision insurance.
- Generous paid time off (PTO).
- Paid holidays.
- Retirement savings program.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
