Navigator Supervisor - Call Center

Title: Navigator Supervisor Location: Fountain Valley Department: Navigation Center Status: Full‑time - Onsite Shift: Variable, must be flexible during the hours of 8am-9pm Mon‑Fri and work 1 weekend day per month Pay Range: $29.20/hr - $42.33/hr Purpose Statement / Position Summary The Navigation Center Supervisor is responsible for supervising customer service staff and monitoring their performance while providing excellent service to Patients, Families, and Providers. They are responsible for the day‑to‑day operations of the Navigation Center, including training staff, staff assessments, shared department budgets, and goal attainment. The position is a working supervisor who collaborates with management, excels in deescalating caller situations, shares successes, mentors staff for growth, and empowers navigators to solve issues for both team members and patients as needed. Essential Functions And Responsibilities Of The Job Ensure self and team delivers 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. Demonstrate strong guest‑focused engagement over the phone, email, and chat. Demonstrate effective communication, interpersonal, written and verbal skills. Communicate between the Director, Staff, and other departments to resolve issues. Act as a resource and provides ongoing coaching and support for all staff. Show strong organizational skills. Be able to multi‑task and maintain a calm demeanor. Possess problem resolution and follow‑through skills. Know managed care and the business segments. Facilitate scheduling of reservations for patients/family across radiology, laboratory, ambulatory, pediatric, and adult specialties. Provide appropriate technical support for patient myChart needs. Understand claims and work with patients to resolve issues while partnering with health plans for proper enrollment. Correctly transcribe medical orders as allowed. Work flexible shifts including nights and weekends. Participate in outbound call campaigns as needed. Become proficient in all entities within the department. Provide training and shadowing to all incoming new Navigators. Manage best‑practice patient care outreach by team members and platforms by disease and age segments. Build and present reports to the Leadership Team. Think externally to identify areas to enhance technical work and suggest improvements for maximum navigator efficiency. 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. Placement in the pay range is based on multiple factors including relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available, including shift differentials, extra shift incentives, and bonus opportunities. Experience Minimum 5 years customer service experience or other related guest‑focused engagement preferred. Call center experience in a fast‑paced setting required. Demonstrated good leadership, supervision, and teamwork skills. Excellent computer and typing skills; proficient with Windows, Microsoft Office, and Outlook. Medical terminology required. Spanish speaking a plus. Education High School diploma or GED required; Bachelor’s degree or an equivalent combination of education and relevant experience required. Experience in the healthcare industry is a plus. Technical Knowledge Traditional PBX knowledge and experience required (e.g., NEC, Avaya). General call center knowledge and experience preferred (e.g., Workforce Management, QA, Training, Call Monitoring). Benefits Health and wellness benefits including high‑quality health insurance plan options for employees and their dependents. Shift differentials, extra shift incentives, and bonus opportunities may also be available. #J-18808-Ljbffr MemorialCare