Supervisor, Care Navigation

Community Care of North Carolina•Garner, NC

6d•Remote

About The Position

Assist Director with development and implementation of the Care Navigation program including performance metrics, processes, and workflows. Drive distribution of work to ensure member engagement rates of the rising risk population and program outcomes are achieved. Collaborate between the care management, practice, quality improvement and/or provider relation teams as necessary to ensure seamless coordination of care for members. Ensure care navigation staff provide outstanding and efficient service to our members, including receiving and processing referrals from payers, practices, or members focused on Social Determinant of Health (SDOH), provide resources, screening for possible clinical needs, and referring to the clinical Care Management team as appropriate; driving members to primary care and other supports, addressing post discharge care needs, follow-up care, and preventive health services as needed. The Supervisor, Care Navigation, will work remotely within regions to cover needs across the state.

Requirements

Registered Nurse Graduation from an accredited school of nursing.
Active, unrestricted RN (Registered Nurse) license to practice in North Carolina.
Minimum two years’ case/care management experience or relevant health care experience required.
Social Worker (MSW required; LCSW (Licensed Clinical Social Worker) required)
Minimum two years’ case management experience or relevant health care experience required.
Maintain ability to gain and keep access to Hospital/Data or Electronic Medical Record systems.
Maintain a valid driver’s license with current auto liability insurance.
Demonstrated understanding of value-based care principles, especially as they relate to Population Health management and improvement in health care quality.
Advanced knowledge and understanding of office applications, including MS Office (Word, Excel, Power Point, Outlook) is required, as well as internet and digital literacy.
Excellent communication skills – oral and written.
Critical thinking skills, effective clinical judgment, independent decision-making, change management skills, and problem-solving abilities.
Skilled in establishing rapport with members, providers, and community partners either in person or via telephone.
Strong organizational and time management skills
Coaching, team building and supervisory skills.
Ability to work independently and function as an integral part of the team.
Motivational Interviewing skills and knowledge of adult learning and teaching principles
Sensitivity to diversity of cultures, language barriers, health literacy, and educational levels
Demonstrated knowledge of CCNC model of care management, population health, quality of care concepts, and health care delivery systems and their relation to Population health
Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
Able to shift strategy or approach in response to the demands of a situation.
Perform all other duties as requested.

Nice To Haves

BSN (Bachelor of Science in Nursing) preferred.
CCM (Certified Case Manager) certification preferred.
CCM certification preferred; will obtain within 2 years of hire.

Responsibilities

Monitor and evaluate program measures, ensuring staff focus is placed on rising risk populations.
Assist with developing and implementing new workflows, processes, and programs, as necessary to contribute to the program and the organization's success.
Develop and implement a clear escalation pathway for cases that require a warm hand-off to a clinical team member.
Supplement field-based, non-clinical care navigation, and member engagement activities as needed.
Ensure quality and equal workload distribution to care navigation staff.
Serve as a content expert for the team.
Engage and maintain collaborative relationships with internal and external stakeholders.
Arrange for Hospital/External Data System, Electronic Medical Record (EMR) system, or Health Information Exchange (HIE) system access, as necessary.
Assure team members adhere to the policies, procedures and requirements of the external system supplying the Hospital/Data or EMR access.
Utilize Hospital/Data, HIE or Electronic Medical Record system, as necessary.
Assure team members have individual and/or team-based productivity goals to meet established performance targets that align with corporate goals and objectives.
Adhere to CCNC Privacy and Security policies to ensure that patient and company data is properly safeguarded
Review staff documentation for adherence to quality standards and workflow processes
Use data to drive decisions and plan/implement performance improvement strategies related to care navigation metrics and performance outcomes.
Provide feedback to assigned team members on ways to improve the quality and effectiveness of service delivery.
Complete quality performance audits
Collaborate with leadership and team members to address member complaints and member survey results.
Provide direct supervision of assigned care navigation staff.
Participate in recruitment/interviewing/hiring.
Ensure that new hires receive appropriate orientation and mentorship.
Conduct performance evaluations.
Maintain team accountability by empowering staff to work independently and as a team to meet company and program deadlines, objectives, and targets.
Develop and monitor coaching and Performance Improvement Plans (PIP) with team members as needed.
Provide ongoing staff development.
Provide conflict resolution with staff.
Ensure team members adherence to policies and procedures.
Disseminate communication and facilitate team meetings.
Approve time sheets, expense, mileage reimbursements, and other administrative duties as required.
Coordinate coverage when team members are out.