Health Care Supervisor, Care Navigation
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PURPOSE AND SCOPE:
The Supervisor, Care Navigation promotes quality patient care and ongoing customer support for the patient population through the supervision of staff and the provision of guidance, subject matter expertise, training and support to the Care Navigation Unit staff as well indirect patient care as needed. The incumbent collaborates with internal FMCNA key stakeholders to assist the patient in navigating their care continuum in and out of their dialysis treatment setting. The Supervisor, Care Navigation collaborates with external FMCNA stakeholders, to include (but not limited to) hospital discharge planners, PCPs, skilled nursing home personnel and others to ensure that all aspects of the patients care are being addressed appropriately.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Responsible for supervising and coordinating the Care Navigation Team including day-to-day processes and procedures.
Assist in developing policies, procedures, goals and objectives. Track and report results to Care Navigation Team leadership.
Provide training on existing and new initiatives.
Foster a team environment between all locations of the CNU ensuring that all staff are held to the same expectations.
Interview, talent acquisition, train, coach and develop, discipline and terminate employment of assigned employees.
Provide leadership, coaching and development plans for all direct reports to maintain an engaged and productive workforce; partnering with Human Resources on employee matters.
Participate and present at meetings.
Provide technical guidance to team members/ expected to be subject matter expert on all technical systems utilized.
Monitor and document performance, attendance, compliance and productivity of Care Navigation employees using call center metrics including SLA. Oversee call center Quality metrics to include customer service expectations giving employees regular feedback on their performance
Monitor, supervise and balance workflow of the Care Navigation Unit.
Assure company compliance through compliance audits and periodic compliance assessments. To include all regulatory obligations as well as any personnel licensing requirements that are state specific.
Provide customer satisfaction through monitoring customer call, handling escalate calls and conducting periodic customer satisfaction surveys.
Improve job related capabilities through continuing education, professional seminars and technical workshops.
Assess departmental needs and recommend necessary changes to overhead affecting operational workflows.
Assume primary leadership oversight of the CNU in absence of Care Navigation Unit Manager.
Provide technical guidance.
Assist with various projects as assigned by direct supervisor.
Other duties as assigned.
Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.
PHYSICAL DEMANDS AND WORKING CONDITIONS
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel may be required.
May be responsible for the direct supervision of various levels of related (such as care navigation nurse, coordinator etc.) staff.
Bachelor’s Degree required
EXPERIENCE AND REQUIRED SKILLS:
2 – 3 years’ experience or 1 – 3 years’ experience as a Supervisor.
Previous successful call center experience preferred.
Innovative and creative out of the box thinker.
Excellent verbal, written and problem solving skills.
Successful project management and budgeting, preferred.
Excellent analytical and leadership skills.
Strong computer skills with demonstrated proficiency in word processing, spreadsheet, database, presentation and email applications.
Must be organized and detail oriented with a strong bias for follow-up and problem resolution.
Proven ability to be a team player.
EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity
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