Navigation Center Floor Supervisor at Family HealthCare Network

Job Description

Primary Accountability

The Navigation Center Floor Supervisor is responsible for providing expert assistance and training to Navigation Center staff and actively monitor all queues to balance workload while continuously rounding on the floor.

Description Of Primary Responsibilities

• Provides support and floor supervision to departmental staff.
• Serve as a system matter expert and mentor to the team regarding practice standards, quality interventions, problem resolution and critical thinking.
• Provides and/or ensures employees receive instruction/training needed to successfully complete their assigned job responsibilities as per training guidelines while ensuring compliance with training plan as assigned by the Navigation Center Supervisor.
• Supports on the job training for Navigation Representatives and recommends remediation to Navigation Center Supervisor when necessary.
• Recommends workflow and procedure changes to their supervisor based on observations from the floor.
• Gives real time feedback and praising while on the floor.
• Gives feedback to Supervisor to aid in effective performance management and coaching and counseling.
• Monitors all of the queues (phone, WELL, portal) and assists departmental staff in ensuring streamlined coordination of all queues.
• Monitors the Navigation Center queues to ensure key performance indicators (KPI’s) are met as well individual performance metrics.
• Ensures staff is staying productive by monitoring the queues, including staying queue ready during call peak times, and assisting with confirmations, patient recalls or other projects during down time.
• Provides training to support individuals in meeting performance metrics.
• Available to departmental staff for any questions, issues or concerns regarding eCW and EPIC patient calls, including taking over difficult calls as needed.
• Reviews department schedules and provides feedback to Navigation Center leaders regarding any gaps in coverage.
• Ensures schedules are scrubbed for appropriate visit types and helps to rectify scheduling conflicts to maximize patient access and reduce patient wait-time.
• Provides assistance to staff on provider specializations to minimize appointment errors, maximize patient access and help providers achieve their productivity goals.
• Exhibits expert knowledge of program services to efficiently navigate staff and patients.
• Supports staff with functioning as patient advocates, and providing patient education on diversified program services, sending coherent clinical messages regarding patient needs to appropriate health center staff, and performing call follow-ups and outreach as needed, including ER and recalls.
• Conducts daily rounding on the floor, within the Navigation Center areas, to ensure compliance with regulatory agencies.
• Assists staff with appropriate and timely scheduling, rescheduling, confirms, and cancelations of appointments per established protocols and in adherence to scheduling guidelines, health center procedures, and quality customer service standards in all queues.
• Assists with timely responses to patient scheduling needs retrieved from the patient portal, and all messages routed are routed correctly.
• Ensures that Triage Services reports are added to the patient record correctly and within expected timeframes.
• Supports the intake and review of patient complaints.
• At any time that the department finds itself short in any specific function, assists on the queues while still providing expert support to others and performs Navigation Center Representative job functions. This includes, and is not limited to, taking calls on both eCW and EPIC EHR systems, confirmation of appointments, patient portal messages, nurse triage reports and management of WELL messages.
• Performs other duties as assigned.
  

Description Of Primary Attributes

Professional & Technical Knowledge:

• Must possess a high school diploma or General Educational Development (GED) certificate.
• Job duties require advanced work-related skills beyond completion of high school, including written and verbal communications skills, computational and computer skills, mathematical, technical or health care related knowledge, typically obtained through on the job experience, and;
• Two years of professional growth that demonstrates the acquisition of progressively greater responsibility or significant contributions to projects and initiatives that demonstrate leadership skills, and;
• Must have been a Family HealthCare Network Navigation Center Representative for at least one year, and;
• Must have demonstrated consistent performance and technical proficiency in the following:
• all Epic phone queues
• all eCW phone queues
• WELL queues
• all departmental functions, including scheduling guidelines for all specialties.
  

Technical Skills

• Ability to prepare basic correspondence and simple reports in Microsoft Word.
• Ability to use Microsoft Excel to create tables and simple displays or information.
• Ability to create basic presentations in Microsoft PowerPoint.
  
  

Licenses & Certifications: None required.

Communications Skills

• Job duties require the employee to effectively communicate routine or non-technical information to co-workers and others.
• Effectively communicates written information (including electronic correspondence) and verbal presentations.
  
  

Physical Demands: The physical demands described 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 require to sit and use repetitive hand movement to type and grasp. The employee is frequently required to stand or walk; and occasionally lift and/or move up to 20 pounds.

Pay Scale

Min Hourly Rate: $24.28

Max Hourly Rate: $33.51