Navigation Services Manager

Description

The Navigation Services Manager oversees a team of Health Navigators to provide critical services to our community using trauma-informed approaches, motivational interviewing techniques, and patient centered-care philosophy. The manager also serves as part of the team to coordinate and administer Roots’ ongoing program and projects including planning, organizing, and staffing in support of program activities.

• Supervises Health Navigators, providing day to day oversight of service activities which may include but not limited to complex care, reentry and homeless populations of focus, family, maternal and/or youth navigation.
• Supervise, coach and support Health Navigators across navigator types
• Conduct regular individual supervision, team meetings, case reviews, and performance evaluations.
• Establish clear staff expectations and hold team members accountable for productivity, documentation, attendance, follow up, and service quality.
• Creates and assigns staff schedules on Roots' time and attendance platform; monitors and approves schedule variances (sick, PTO, personal, Holiday, etc) submitted by Health Navigators.
• Supports the development of evaluation frameworks to assess the strengths of the service delivery and to identify areas for improvement.
• Conducts quality assurance reviews of care panel notes and progress documentation to ensure programmatic compliance.
• Ensures service activities operate within the policies and procedures of the organization and that activities comply with all relevant legislation and professional standards.
• Maintains forms and records to document program activities.
• Ensures that all projects are delivered on-time, within the scope, and within budget.
• Promotes a supportive, collegial work culture and champions Roots' core values.
• Ensures resource availability and allocation.
• Monitors, tracks and maximizes utilization of care panels, and manages changes to service scope, schedule, and costs.
• Reports and escalates staffing issues to management as needed.
• Performs risk management and reports variances and concerns as appropriate.
• Collaborates with other managers to direct compliance issues to appropriate existing channels for investigation and resolution.
• Ensures that all service staff receive an appropriate orientation to the organization and its programs in accordance with organizational standards.
• Coordinates the delivery of services among different program activities to increase effectiveness and efficiency.
• Support the completion of project/program reports for management and funders.
• Monitor caseload assignments and redistribute work as needed to maintain appropriate coverage and timely services.
• Supervise daily operations and workflows for re-entry, Complex Care, street health and other assigned navigation programs
• Ensure that members receive timely outreach, assessments, care planning, referrals, care coordination and follow up
• Support health navigators with complex members, service barriers, member concerns, and appropriate escalation
• Review documentation for accuracy, timeliness,completeness, and compliance with organizational, health plan and contract requirements
• Track team performance, member engagement, service outcomes and program deliverables using reports and dashboards
• Provide leadership with regular updates regarding staffing, program, performance, service gaps, risks, and recommended solutions.
• Ensure services are culturally responsive, trauma informed, person centered, and respectful of each members needs and choices
• Participate in audits, case conferences, program meetings, and quality improvement activities.
• Collaborate with medical, behavioral health, outreach, housing, and other internal teams to coordinate client services.
• Maintain program procedures, workflows, staff tools and accountability systems.
• Train and onboard new Health Navigators and coordinate ongoing professional development for the team.
• Perform other related duties as assigned to support Navigation Services and organizational goals
• Monitors staff activity and conducts periodic evaluations.
• Carry-out all assigned responsibilities in a professional manner;
• Help keep the center clean and safe at all times;
• Demonstrate sound judgment and support of the Roots' mission and objectives.
• Administrative duties including, but not limited to filing, responding to phone messages and emails in a timely manner, and attending department and staff meetings.
• Attend all required supervision sessions,…