The Navigation Center Supervisor is responsible for supervising customer service staff and monitoring their performance, while providing excellent service to our Patient, Families and Providers. They are responsible for the day to day operations of the Navigation Center, which includes training staff, staff assessments, shared department budgets and goal attainment. Accountable for standard work processes to ensure quick response to our customers, in a polite, empathic and professional voice and manner. Track and monitor department performance and KPI's.
Essential Functions and Responsibilities of the Job
Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers, Staff and Colleagues.
Prioritize service and customer experience within each interaction.
Ensure unforgettable guest experiences through unmatched service.
Demonstrates strong guest-focused engagement over the phone, email, and chat.
Demonstrates effective communication, interpersonal, written and verbal skills.
Communicates between the Director, Staff, and other departments to resolve issues.
Acts as a resource and provides ongoing coaching and support for all staff.
Strong organizational skills.
Must be able to multi-task and maintain a calm demeanor.
Must possess problem resolution and follow through skills.
Knowledge of managed care and the business segments.
Knowledge and ability to schedule reservations for patients/family.
Knowledge of report building and presenting to the Leadership Team.
Be at work and be on time, available to lead a dynamic team that supports a 24x7 operation.
Follow company policies, procedures and directives.
Interact in a positive and constructive manner.
Prioritize and multitask.
Essential Job Outcomes
Under minimal supervision and in a professional and friendly manner, performs all assigned job tasks to the highest level of accuracy and timeliness.
Oversee and supervise aspects of the Navigation Center and oversee Navigators, including oversight of staff time and attendance.
Provide coaching, review/completion of eCATS, and complete 90-Day evaluations of direct reports.
Ability to hire top talent.
Identifying and providing feedback through 1;1s, effective use of personal development plans and provision of coaching & development opportunities.
Track & monitor department performance and KPI's.
Responsible for tracking member complaints, physician generated patient transfers and general accountability for problem resolution.
Oversee employees and supervising the implementation of team and initiatives.
Must have a high level of computer knowledge and competency in multiple software system environments.
Must meet daily call standards, KPI's (Key Performance Indicators), and document calls accurately.
Must be able to multi-task while speaking with the customer and perform research functions as well as maintain a professional demeanor and standard of excellence.
Ability to handle large volume of telephone work in call center environment.
Ability to handle and resolve escalated calls regarding a variety of issues.
Comfortable in both a leadership and team player role.
Manages budgets, people, and operations
Assists physicians, provider offices, health plans, and members with issue resolution, claims status calls, and referral management calls.
Assists in orienting and/or education of new members and acts as the first point of contact to new members.
Interfaces with health plans general policies and procedures as enumerated by their insurance policy.
Projects an image of professionalism in communication, appearance and conduct.
Monitors staff production on the phone system and generates daily productivity reports. Reports any productivity concerns to the Director.
Communicates between the Director, staff and other departments to resolve issues.
Acts as a resource and provides support for all staff.
Participates in the continuous quality improvement process.
Maintains a working knowledge of department standard operating procedures, standard work, and leader standard work.
Demonstrates effective communication, interpersonal, written and verbal skills.
