Patient Navigation Manager
1 week ago
Position Overview
A successful Patient Navigation Manager (PNM) must be passionate about healthcare and want to make a difference in the lives of others while acting as a mission-driven catalyst to help Livingston Community Health deliver the best quality of care and excellent service to our patients and their families.
The Patient Navigation Manager provides strategic and operational leadership for the Patient Navigation Department. This role ensures Navigators are equipped to address Social Determinants of Health (SDOH), connect patients with needed resources, and guide them through complex healthcare and social service systems. The Manager enhances access, strengthens care coordination, improves patient experience, and advances organizational goals related to quality, equity, and continuity of care. This leader also serves as a champion for patient advocacy, working to remove barriers and ensure timely, equitable support for all patients.
Essential Functions, Duties, and Responsibilities
Operational Leadership
- Provide full operational oversight and performance management of Patient Navigation Specialists, ensuring timely and accurate handling of all patient communications, including calls, messages, referrals, and outreach.
- Lead the development, implementation, and continuous improvement of Patient Navigation workflows, communication protocols, and resource referral processes.
- Evaluate and monitor staffing levels, workload distribution, and departmental coverage, making staffing recommendations as needed.
- Oversee documentation standards to ensure compliance with HRSA, Medi-Cal managed care requirements, and internal policies.
- Conduct regular audits to ensure data integrity, accuracy, and appropriate follow-up for resource referrals, care coordination tasks, and SDOH documentation.
- Prepare, analyze, and present departmental dashboards, KPIs, performance metrics, and trend reports.
- Identify operational barriers and independently implement solutions that improve efficiency, reduce delays, and enhance patient experience.
- Ensure department meets or exceeds key performance goals, including turnaround time, outreach completion, call response, SDOH screenings, and care-gap-related interventions.
- Supports the overall needs of the organization by working flexible or extended hours when necessary.
- Demonstrates competence with the mission, vision, and values of the organization, ensuring all patient interactions reflect LCH's mission, values, and commitment to service excellence.
- Other work-related duties as assigned. Duties and responsibilities may be added, deleted, or changed at any time at the direction of leadership, formally or informally, either verbally or in writing.
- Maintains confidentiality and respect for all sensitive information.
- Displays a positive, professional, and respectful demeanor at all times towards employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for LCH.
- Contributes as part of the leadership team by promoting positive staff interactions and maintaining open communication with other programs and departments.
- Attends and actively participates in all meetings (e.g., department meetings, program meetings, staff meetings) and other activities as required or assigned.
- Provide direct supervision, training, coaching, mentoring, and performance evaluations for all Patient Navigation Specialists.
- Lead onboarding and training programs to ensure Navigation Specialists meet competency expectations and maintain ongoing professional development.
- Address employee relations matters in partnership with the Director of Patient Access and Navigation and HR.
- Foster a positive, collaborative, accountable, and mission-driven team culture.
- Lead workforce planning, including participation in interviewing, hiring, scheduling, and corrective action processes in accordance with LCH policies.
- The Patient Navigation Manager partners closely with the Patient Access Manager to align workflows, strengthen access strategies, and create a seamless, patient-centered experience across both departments.
- Collaborates with Operations, Regional Directors, clinical teams, BH, Dental, Quality & Population Health, and Revenue Cycle to ensure seamless transitions and follow- up across LCH service lines.
- Partners with Quality to support care-gap closure initiatives and documentation requirements.
- Leads ongoing evaluation and enhancement of the Patient Navigation program, including updating workflows, tools, training materials, and care coordination processes.
- Identifies opportunities for new community partnerships and enhanced resource networks.
- Leads annual program review and continuous improvement efforts.
- Serve as the primary escalation point for operational concerns related to patient support, care coordination, or navigation barriers.
- Respond promptly and professionally to patient complaints, grievances, and incident reports; ensure follow-through and documentation.
- Implement strategies to improve access, reduce patient barriers, elevate patient satisfaction, and improve health outcomes.
- Support workflows ensuring timely follow-up, effective communication, and continuity of care throughout the patient journey.
Education and Experience
- High school diploma or GED required; Bachelor's or Master's degree in Healthcare Administration, Public Health, or a related field strongly preferred.
- A combination of education and relevant experience in FQHC or community health settings will be considered.
- Minimum 5 years of progressive experience in Patient Navigation, Community Health Work, Care Coordination, or healthcare operations, with at least 3 years in a Federally Qualified Health Center (FQHC) or community health setting strongly preferred.
- 2 years of experience supervising or leading teams in a relatable environment.
- CHW certified, or commitment to obtaining CHW certification within 12 months of hire.
- A valid driver's license.
- Strong knowledge of FQHC operations, patient support workflows, and care coordination processes.
- Strong understanding of Social Determinants of Health (SDOH) and community resource networks.
- Knowledge of local, state, and federal assistance programs.
- Understanding of performance metrics, population health concepts, and process improvement methods.
- Proficiency with EHR systems (e.g., NextGen), communication platforms, and reporting tools.
- Excellent leadership, coaching, and team-building skills.
- Strong critical thinking, judgment, and problem-solving ability.
- High level of professionalism and customer service, with the ability to manage sensitive patient concerns.
- Ability to work in a fast-paced environment with competing priorities while maintaining accuracy.
- Effective written and verbal communication skills, including the ability to facilitate discussions and provide clear direction.
- Strong organizational skills, attention to detail, and ability to meet deadlines.
- Bilingual (English/Spanish) preferred.
- Demonstrated cultural sensitivity and ability to serve diverse populations.
- Knowledge of outpatient primary care and specialty workflows.
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