Navigation Center Manager

Job Description

Description of Primary Responsibilities

Provides management to departmental staff.

• Responsible for performance management of assigned supervisors, and those supervisors' assigned staff, including recognition, performance evaluations, formal coaching and counseling, and making decisions or recommendations regarding necessary disciplinary actions.
• Responsible for making recommendations regarding hiring or firing, and the advancement and promotion of assigned supervisors, and those supervisors' assigned staff, or any other change status of assigned supervisors, and those supervisors' assigned staff.
• Demonstrates core leadership behaviors and team one approach.
• Creates a culture of accountability and excellence.
• Develops and manages an action plan across assigned employee base to support the strategic direction and obtainment of goals of the organization, effectively leading change when necessary.
• Empowers staff through effective communication and talent building.
• Delegates appropriate departmental duties and responsibilities to assigned team members while ensuring department performance.
• Assists with the development of the departmental budget and monitors budget to ensure expenses do not exceed budget.
• Ensures regulatory compliance for assigned departments, and compliance with all workflows, policies, and procedures.
• Ensures department employees receive instruction/training that is in compliance with training plan, including on the job training to develop department employees and supervisor. Works with supervisor to ensure necessary remediation is taken.
• Recommends workflow, policy, and procedure changes based on observations from performance metrics, outcomes, and feedback from supervisor.
• Ensures department maintains compliance with all employee related reporting and tracking.

Responsible for managing the daily operations of the Navigation Center.

• Ensures the efficient flow of calls, including patients, customers, and vendors and outside healthcare organizations by coordinating and scheduling staff resources to appropriately meet call demand.
• Ensures patients are given appropriate access and that excellent customer service is provided to each caller.
• Monitors the Cisco phone system, appointment, and PBX queues throughout the day to ensure calls are answered within established benchmarks.
• Reviews reports for improvement, including appointment confirmation, Emergency Room utilization and handled abandoned calls.
• Monitors reports for management purposes, identifies trends, and implements corrective action plans.
• Evaluates opportunities for patient access based on data from various reports, including Third Next Available and Wait to Obtain Appointment and implements timely strategies.

Responsible for alternative patient access points, including recalls for unique users and patient portal messaging.

• Ensures timely distribution of portal messages to relevant parties, including responding back to patients on appointment requests.
• Monitors patient recall efforts to ensure staffing resources are being effectively utilized.

Responsible for Clinical Quality Measures such as related to Inpatient Hospital Discharge follow up and ensures timely follow up of patients.

Responsible for monitoring and managing performance indicators.

• Ensures staff meet performance indicators such as: 8% abandoned call rate, percent of calls on hold at least 20%.
• Evaluates individual performance by monitoring productivity, recorded calls, and identifying areas of improvement.

Responsible for serving as a liaison with the nurse triage service.

• Ensures calls are routed to this service appropriately and encounter reports uploaded to the electronic health record system.

Responsible for managing the Provider Schedules to ensure patient access is maximized and spread throughout all operational hours and health centers.

• Ensures provider schedules are open within the electronic health record system six months out and that schedules reflect a flat scheduling.
• Ensures provider schedules are drafted and finalized in collaboration with relevant medical and dental leadership. Ensures revisions to provider shifts are in line with provider thresholds to ensure patient access and ensure the provider thresholds are implemented appropriately.
• Ensures any blocks (e.g. training, walk ins, meetings, etc.) are appropriate and do not restrict access
• Audits schedules at all sites to ensure spread of provider shifts are appropriate and access is maximized.

Responsible for managing the "On-Call" schedules and revisions.

• Monitors and audits call schedule to ensure that call schedule guidelines, including access expectations are maintained.

Responsible for serving as a liaison with the answering service.

• Ensures after hour messages are routed and addressed in a timely manner.

Performs other duties as assigned.

Description of Primary Attributes

Professional & Technical Knowledge:

Possesses specific advanced knowledge and skills, including written and verbal communication skills, computational, computer and technical skills, and mathematical knowledge frequently acquired through completion of a Bachelor's Degree program with a recognized major or comparable experience, and;

Four years of leadership experience or 5 years of progressively greater responsibility or significant contributions to projects and initiatives that demonstrate leadership skills.

Job duties require a deep understanding of the trade/profession sufficient to effectively train or instruct others, or to serve as a resource to employees.

Technical Skills:

Ability to prepare more complex documents in Microsoft Word, including creating tables, charts, graphs and other elements.

Ability to use Microsoft Excel to analyze data, including the use of formulas, functions, lookup tables and other standard spreadsheet elements.

Ability to develop sophisticated presentations in Microsoft PowerPoint, including the use of embedded objects, transitions and other elements.

Licenses & Certifications: None required.

Communications Skills:

Job duties require the employee to effectively communicate, verbally and in writing, their opinions and extrapolations of information they collect and synthesize/analyze.

Responsible for the resolution of conflicts that may arise because of disagreements between employees, between employees and customers/clients, or with the public, other legal entities or governmental authorities.

Compiles, analyzes and prepares information in an effective written form, including correspondence, reports, articles or other documentation.

Effectively conveys technical information to non-technical audiences.

Physical Demands: The physical demands here in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit and use repetitive hand movement to type and grasp. The employee is frequently required to stand or walk; and the employee must occasionally lift and/or move up to 20 pounds.

Pay Scale:

Min Salary Rate: $80,954.78

Max Salary Rate: $129,527.64