Navigation Services Manager

Description

Position Summary

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.

Duties and Responsibilities

• 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, meetings and training.

Requirements

Competencies

• Lead or Core Support: Responsible for the daily output of a team or function
• Operational Consistency: Ensures offerings are high-quality
• Monitors the "pulse," identify and address issues with morale
• Maintains a healthy presence and a consistent, positive attitude
• Models the behavior we want to see while coaching others to do the same / passing on skills
• Able to hold accountability while maintaining a positive demeanor
• Works to build consensus and find common ground
• Uses coaching skills and supportive style
• Always willing to help, even when navigating uncertainty
• Excellent communication skills
• Seeks to find the positive outcome rather than focusing on the negative
• Understands the big picture of the Roots model and how to deliver excellent service
• Excellent listening skills and problem-solving support
• Works to clear the path rather than creating unnecessary bureaucratic obstacles
• Transparently addressing concerns with a calm demeanor
• Looking at an issue from all sides, seek thorough understanding
• Reliable source of solid counsel and advice
• Excellent follow-through and "closing the loop"
• Readily offers expertise to support all team members
• Ensure staff at all levels are well-trained and maintaining quality
• Takes initiative to solve issues rather than unnecessarily escalating, as well as knowing what matters must be elevated

Minimum Qualifications

• 5+ years of experience in people management OR 3 years of people management + bachelor's degree or equivalent
• Excellent communication skills
• Valid California Driver License with a safe driving record.