Patient Engagement and Navigation Supervisor

Salary Range: $33.04 to $51.22 Hourly

Would you like to have a career that makes a daily difference in people’s lives? Do you want to be part of a caring, respectful, diverse community? If you answered yes to these questions, keep reading!

HealthPoint is a community-based, community-supported and community-governed network of non-profit health centers dedicated to providing expert, high-quality care to all who need it, regardless of circumstances. Founded in 1971, we believe that the quality of your health care should not depend on how much money you make, what language you speak or what your health is, because everyone deserves great care.

Position Summary:

The Patient Engagement and Navigation Supervisor is responsible for providing direct supervision, day to day operational oversight, support and coaching to a diverse centralized team responsible for engagement, outreach, navigation and a variety of special projects and initiatives. The Supervisor is also responsible for monitoring and evaluating team and program performance as defined by quality, financial and sustainability metrics under direction of the Manager of Patient Engagement and Navigation. 

Your contribution to the team includes:

• Primarily responsible for day-to-day operations of a diverse patient engagement and navigation program, team and activities under the direction of the Manager. Provide high quality direct staff support and encouragement to foster a collaborative work environment that attracts and sustains a strong and consistent team. Ensure compliance with payer contracts and programmatic requirements of various projects. Travel to various locations including clinics, administrative offices, community, and home visits to provide team and patient support as needed.
• Provide direct oversight of a diverse team navigating patient outreach, engagement, scheduling, application processing, data tracking and management, reimbursements, community partner coordination and communication. Support staff with daily problem-solving around patient situations including closing care gaps, care coordination, transitions of care, resource navigation and troubleshooting changing daily priorities and challenges.
• Partner with leadership to provide cohesive oversight, support, and development of staff. Responsible for hiring, performance management, talent development, employee relations, recognition and training of staff by providing effective leadership. Ensure all work is completed in support and enhancement of the objectives and goals of the organization. Exemplify and embrace the diversity of assigned team to cultivate an inclusive environment representative of the communities we serve. Maintain a positive work environment centered around teamwork, collaboration, and accountability.
• Utilize population health and continuous process improvement strategies to mobilize teams and drive success as indicated by quality metrics, data analysis, financial analysis, and program goals. Evaluate, update, and revise processes to succeed on designated contracts and initiatives while maintaining staff productivity and workload balance. Be committed to a continuous learning environment where programmatic goals will shift based on the healthcare environment, requiring flexibility and prioritization.
• Provide exemplary customer service to patients, care teams, internal and external partners. Lead by example in public and meeting settings; provide ongoing coaching to team as needed to develop
  professional communication skills. Facilitate regular adjustments to programs and contracts by positively adapting to changes and maintaining high levels of team engagement.
• In conjunction with Manager, maintain primary responsibility for assigned contracts and programs such as the Breast and Cervical Health Program and Food Insecurity. Support and oversee needed reports, metrics, contract compliance, billing, workflows, and ongoing reconciliation. Adeptly navigate healthcare system and community resources.
• Cultivate ongoing community partnerships and programmatic relationships to advance various quality and outcome goals. Actively develop new workflows and pilot processes to continuously improve the
  delivery of Care Support and other HealthPoint services. Provide ongoing continuous process improvement, including staff performance audits, reviews of quality and appropriateness of work, documentation, and tracking.
• Responsible for maintaining knowledge of all workflows including clinic scheduling guidelines, provider availability, electronic health record navigation and documentation, changing program or contract requirements, patient outreach and engagement initiatives and ongoing pilot projects. Provide technical support to assigned staff such as electronic system and resource navigation, facilitating computer or telecommunications and remote work support. Act as expert resource for all staff.
• With support from Manager, provide coaching and guidance to staff to ensure they maintain professional relationships and boundaries as they support patients, families or caregivers with empathy, compassion and cultural congruence while maintaining respect for confidentiality, privacy,
  and mandated reporting. Ensure health screenings and questionnaires such as PRAPARE are administered appropriately.
• Accountable for ensuring appropriate identification of patients for eligibility for outreach, care coordination or support. Assign to designated staff accordingly as needed. Provide direct support to patients as needed to ensure accurate and timely communication or documentation occurs based on staffing and program fluctuation.
• Work with other leadership to understand and prioritize shifting outreach priorities and staff focus. Advocate for staff needs and bandwidth limitations in an ever-changing environment to meet the organizational quality metric goals.
• Collaborate with internal departments and resources for additional operational support, collaboration, and coordination across sites.
• Ensure documentation is done appropriately and timely in electronic medical record, databases, and other electronic systems as indicated. Demonstrate and cultivate efficient and effective approaches to
  managing workload.
• Maintain good attendance and punctuality. Demonstrate respectful, professional, and appropriate behavior that supports a team-oriented work environment.
• Demonstrate a commitment to the mission, core values and goals of HealthPoint and its healthcare delivery including the ability to integrate values of justice, respect, compassion, excellence and stewardship into appropriate programs and services.
• Continuously evaluate and improve processes and procedures to streamline and enhance office operations using the HealthPoint Lean Management System (HLMS) tools and processes.
• Provide updates to key stakeholders regarding progress toward goals.
• Provide staff coverage for primary PENC responsibilities based on staffing fluctuations.
• Provide support for larger outreach campaigns that may involve contact center staff/cross coverage campaigns. 
• Perform other duties as assigned by leadership.

Must haves you’ll need to be successful:  

• Bachelor’s degree and at least three (3) years of relevant working experience and/or equivalent combination of education and experience required.
• Previous experience in a healthcare setting, working with vulnerable
  populations, behavioral health or community health required.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures/reports/documents, or governmental regulations.
• Ability to write reports and business correspondence and speak effectively in front of groups of employees and clients.
• Intermediate to advanced level of Word, Excel and Outlook required, willing to learn telehealth or any other electronic platform. Electronic Health Record (EHR) experience required.
• Valid Washington State Driver’s License with an acceptable driving record determined by HealthPoint’s insurance carrier.

Preferred Qualifications

• Bilingual language proficiency preferred.
• Previous supervisory experience preferred.

Proof of vaccination for COVID-19 is required, prior to start. HealthPoint does not accept the Johnson & Johnson COVID-19 vaccine as proof of vaccination.  If you have received the Johnson & Johnson vaccine, we ask that you provide documentation demonstrating proof of an alternate COVID vaccine or vaccine series.All new employees are also required to show proof of immunizations and/or immunity to MMR (measles, mumps, rubella), Varicella, annual Influenza and TB QuantiFERON Gold Titer. Additionally, if you work in a HealthPoint clinic, Tdap (within last 10 years) is required. Hepatitis B. is required for clinical employees with potential exposure to blood/blood products. All immunizations are a condition of employment. Upon hire, employees must provide proof of their immunizations and/or immune titer results prior to starting or no later than their fifth (5) business day of employment.

Where to gather your records:

• If you are providing immunizations from an electronic health record, please ensure that you obtain a copy of your full records rather than a screenshot. Each page of your records should include your first and last name, date of birth, and the name of the health system from which the records are pulled.
• If records do not show any data, please seek guidance from your provider for further assistance.
• If you are unable to provide proof as noted above, you can choose to have a lab titer drawn to check immunity or to be re-vaccinated. If you receive vaccination(s) or lab titers, you may obtain them through HealthPoint at no cost to you. This is a great opportunity to get your immunization record up to date at no additional expense.

HealthPoint is committed to offering all employees a competitive compensation package, including benefits and several other perks.

• Medical, Dental, and Vision for employees and their families/dependents
• HSA, FSA plans
• Life Insurance, AD&D and Disability Coverage 
• Employee Assistance Program 
• Wellness Program
• PTO Plan for full-time benefited and part-time benefited employees. 0-.99 years of service accrual of 5.23 hours per pay period. 
• Extended Illness Time Away of 40 hours
• 8 holidays and 3 floating holidays 
• Compassion Time Away up to 40 hours
• Opportunity Time Off (extended time off for staff to invest in themselves) up to 8 weeks
• Retirement Plan with Employer Match 
• Voluntary plans at a discount, such as life insurance, critical illness and accident insurance,  identity theft insurance, and pet insurance.  
• Development and Growth Opportunities

To learn more about HealthPoint, go to www.healthpointchc.org! #practiceyourpassion

It is the policy of HealthPoint to afford equal opportunity for employment to all individuals regardless of race, color, religion, sex (including pregnancy), age, national origin, marital status, military status, sexual orientation, because of sensory, physical, or mental disability, genetic information, gender identity or any other factor protected by local, state or federal law, and to prohibit harassment or retaliation based on any of these factors.