Summary
JOB SUMMARY
The Patient Navigation Manager is a working manager who is responsible for the daily supervision of departmental staff consisting of a team of agents representing a specific scheduling team focusing on the daily operation of the various telephone access functions, which can include, scheduling, registration, insurance verification, referrals, triage, etc. The manager will act as a vital member of the Contact Center Team to ensure that all Contact Center policies and procedures are consistent with established LifeBridge Health protocols. Additional responsibilities include staff training and education regarding customer service, patient and department complaint resolution, and efficient departmental operations.
ESSENTIAL FUNCTIONS
Operations - Implements, organizes, directs, and manages contact center strategies and operations; improving systems and processes; managing staff directly to ensure effective daily operations and positive morale.
Supports departmental goals and inbound specific patient contact metrics as established by leadership. Reviews Contact Center reports; analyzes call data; identifies potential call response stress points and recommends solutions. Organizes department personnel schedules to ensure optimal staffing to attain call targets and attain or exceed goals. Prepares payroll and completes work schedules as needed to ensure adequate staffing levels. Supervises and maintains the productivity of agents focusing on maintaining and/or exceeding certain contact call performance targets, metrics, KPIs, etc. Complies and ensures all Contact Center departmental policies and procedures are defined, maintained, distributed, and enforced accordingly. Assumes on-call responsibilities to ensure adequate staff and problem-solving in a timely manner with minimal impact on the department. Performs all other duties as needed or directed to meet the needs of the department
Quality Assurance - Reviews and audit calls and patient scheduling calls. Performs regular QA agent evaluations and coaching instructions in a timely manner to help agents reach optimal individual performance as prescribed by the department. Serves as the primary resource for patient/caller complaint escalations and ensures matters are resolved promptly and documented accordingly. Completes cyclical reports as needed and as assigned for productivity, quality assurance, volumes and provides them to leadership. Monitors progress and communicate successes and opportunities to management in a timely and appropriate manner. Ensures compliance with all regulatory requirements as identified by OIG, TJC, CMS, HSCRC and the like. Maintains current knowledge of all compliance issues such as HIPAA. Establishes protocols to manage compliance for your scheduling team agents/representatives within the Contact Center.
Leadership & Teamwork - Work collaboratively with internal Medical Group & Health System contact center customers to support all KPIs and strategic goals. Exhibits leadership skills that are guided by LifeBridge Health’s mission and is consistent with the Contact Center’s team goals and objectives. Conducts themselves in a professional manner and holds themselves and staff members accountable for efficient performance. Works closely with fellow supervisors and managers to ensure all procedures regarding patient scheduling is completed in a thorough and timely manner. Interview, hire, evaluate, and counsel Contact Center staff members. Works closely and professionally with Medical Group, physician and administrative staff, and hospital and ancillary departments in an effort to maintain a teamwork approach. Conducts regular staff meetings for all assigned areas in collaboration with fellow Supervisors and Managers. Maintains a professional collaborative relationship with all LifeBridge Health clinical departments. Complies with the behavioral expectations of the department and LifeBridge Health. Demonstrates an understanding of the job description, performance expectations, and competency assessment. Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to customer service standards. Recruits, interviews, hires, trains and performs mandated employee evaluations in a timely fashion and as defined by the organization. Actively seeks ways to control costs without compromising performance.
REQUIREMENTS -Basic professional knowledge; equivalent to a Bachelor’s degree; working knowledge of theory ad practice within a specialized field. Experience - 1-3 years.
Additional Information
As one of the largest health care providers in Maryland, with 13,000 team members, We strive to
CARE BRAVELY for over 1 million patients annually. LifeBridge Healthincludes Sinai Hospital of Baltimore, Northwest Hospital, Carroll Hospital, Levindale Hebrew Geriatric Center and Hospital and Grace Medical Center, as well as our Community Physician Enterprise, Center for Hope, Practice Dynamics, and business partners: LifeBridge Health & Fitness, ExpressCare and HomeCare of Maryland.