Care Navigator Manager

Position Summary:

The Care Navigator Manager is primarily responsible for providing leadership through guidance, motivation, coaching, skill development, medical knowledge, performance management, and administrative support to Program Managers, Care Navigators, Care Managers and Program Support Representatives. The Regional Manager will create, implement, and communicate operational vision for the assigned team and monitor progress towards agreed upon IQVIA and Client performance expectations. The Care Navigator Manager must maintain a diverse and motivated team using the employee relations policies. Maintain fiscal responsibility of the IQVIA team and complete each year within assigned budget. This is a hybrid position based out of Bridgewater, NJ or Durham, NC

The information contained herein is intended to be an accurate reflection of the duties and responsibilities of the individuals assigned to this position. They are not intended to be an exhaustive list of the skills and abilities required to do the job. IQVIA reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Primary Responsibilities:

• Recruit, interview and recommend ACSS candidates.
• Be responsible for 180 day and annual performance review, resolving personnel issues, discipline, and termination of assigned personnel.
• Act as primary resource for Program Managers
• Assist with orientation and mentoring of new Program Managers
• Lead weekly Program Manager meetings and participate and attend client business reviews.
• Coordinate quarterly Leadership forum – driving best practice in the leadership role.
• Take lead and monitor program initiatives to ensure adherence to timeline.
• Collaborate with other departments and the Client to ensure business needs are met.
• Analyze data and make recommendations for enhancements to processes, procedures, and systems.
• Stay up to date with industry trends and best practices and apply this knowledge to drive innovation and growth.
• Monitoring Ambassador Resource Specialist calls to assess patient interactions to ensure program guidelines are strictly adhered to for compliance.
• Monitor work schedules, manage reporting, documentation accuracy and implement performance and/or disciplinary plans as needed.
• Monitor telephony platform metrics for assigned personnel.
• Prepare monthly individual and project summary reports.
• Assist with the planning and delivery of training and client periodic meetings.
• Review, approve and submit expense reports; monitor compliance with expense policies as required by the program work order.
• Monitors compliance regarding proper and appropriate use of approved client resources.
• Monitors timekeeping and attendance for IQVIA employees.
• Any additional duties as assigned by Project Lead.

Required Qualifications:

• Bachelor’s degree preferred.
• Must be Medical Billing and Coding Certified.
• Patient support program experience preferred (2+ years).
• Previous management experience (2+ years) preferred.
• Management experience of telephonic and/or call center teams required.
• Proven success working with or within patient-centric organizations or other patient health-related, community- focused organizations providing services to targeted populations.
• Experience using person-centered thinking/planning or motivational interviewing a plus.
• Ability to apply emotional intelligence and empathetic listening with all interactions.
• Must be able to manage multiple tasks and have excellent organizational skills.
• Ability to examine business environment and develop/execute in response to program opportunities.
• Candidate should have a working knowledge of the market including trends and issues as they relate to customer service and virtual communications.
• Ability to lead and drive for results in cross-functional teams. Strong planning and prioritization skills.
• Strong and effective presentation skills; excellent communications skills – both written and verbal.
• Initiative and vision: develop strategy and deliver results.
• Drive and enthusiasm.
• Exceptional interpersonal skills and the ability to build and inspire support for initiatives.
• Ability to build and maintain relationships with third parties using strong collaborative and communication skills.
• Fully competent in MS Office (Word, Excel, PowerPoint).
• Salesforce and/or Five9 Platform experience preferred.

Preferred Qualifications:

• Experience verifying insurance eligibility and coverage including but not limited to benefits, pre-certification and referrals, and reimbursement.

Professional Competencies:

• Business Skills and Knowledge
  • General Management: Demonstrate analytic and problem-solving skills and understand the impact of individual decisions on other parts of the organization and the environment.
  • Risk management: Knowledge of liability and compliance regulation, the ability to employ strategies to mitigate risk, avoid malpractice and plan for disasters.
  • Quality improvement: Application of techniques that continually improve the quality of care provided, patient safety, organizational performance, and the financial health of the organization.
• Knowledge of the Health Care Environment
  • Health Care Systems and Organizations: Demonstrate an understanding of how the various components of the health care system is organized and financed, and how they interact to deliver medical and health care.
  • The Patient’s Perspective: Understand the patient experience, demonstrate a commitment to patients’ rights and responsibilities, and ensure that the organization provides a safe environment for patients and their families.
• Communication and Relationship Management
  • Relationship Management: The ability to build and maintain relationships with internal as well as external stakeholders that are anchored in trust and where decision-making is shared.
  • Communication Skills: Be able to utilize verbal, written and presentation skills to communicate an organization’s mission, vision, values and priorities to diverse audiences.
• Leadership
  • The ability to inspire individual and organizational excellence, create and attain a shared vision and successfully manage change to attain the organization’s strategic ends and successful performance.
• Professionalism
  • The ability to align personal and organizational conduct with ethical and professional standards that include a responsibility to the patient and community, a service orientation, and a commitment to lifelong learning and improvement.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status