Patient Navigator Manager

About Us

Pinnacle Fertility is a leader in physician-centric fertility care, supporting high-performing fertility clinics and comprehensive service providers nationwide. Guided by our mission of fulfilling dreams by building families, Pinnacle offers compassionate care, innovative technology, and comprehensive fertility treatment services to provide patients with a seamless and personalized journey to parenthood. Learn more at www.pinnaclefertility.com.

About This Role

The Patient Navigator Manager oversees the day-to-day operations and performance of Pinnacle Fertility’s Patient Navigator team, ensuring patients receive consistent, compassionate, and well-coordinated support throughout their fertility journey.

This role is responsible for leading, coaching, and developing Patient Navigators who serve as a primary point of contact for patients—guiding them through intake, education, treatment coordination, and ongoing communication. The Patient Navigator Manager partners closely with clinical teams, nursing leadership, financial counselors, and operations to ensure seamless handoffs, clear communication, and an exceptional patient experience. The ideal candidate is a hands-on, people-focused leader who thrives in a patient-centered environment, understands the emotional complexity of fertility care, and can balance empathy with accountability and operational excellence.

We are seeking a Patient Navigator Manager to join our dedicated team at Pinnacle Fertility - Washington. This is a full-time, salaried, onsite role with core operations Monday through Friday. May include holidays and weekends based on clinic needs. 

Key Responsibilities

• Provide daily leadership and oversight for the Patient Navigator team, ensuring high-quality patient communication and coordination.

• Manage and support Patient Navigators responsible for patient intake, education, care coordination, and ongoing outreach.

• Oversee hiring, onboarding, training, performance management, and professional development for all Patient Navigators.

• Develop, maintain, and refine navigator workflows, scripts, and training materials aligned with clinical pathways and patient experience standards.

• Coach Navigators on compassionate communication, boundary-setting, service recovery, and handling emotionally complex patient situations.

• Serve as an escalation point for complex patient concerns related to access, coordination, or experience.

• Partner with clinic leadership, providers, nursing teams, and financial counselors to ensure alignment across the patient journey.

• Monitor navigator performance metrics including responsiveness, quality, patient satisfaction, and workflow adherence.

• Use patient feedback and operational data to drive continuous improvement.

• Oversee staffing models, scheduling, and workload distribution to meet patient demand.

• Foster strong communication, collaboration, and engagement within the Navigator team.

• Support implementation of new workflows, systems, and initiatives impacting patient navigation.

• Assist with additional projects and responsibilities as assigned.

Position Requirements

• Education
  • High school diploma required
  • RN preferred. 
• Experience
  • Minimum of 3 years of experience as a Fertility/IVF Coordinator required.
  • Minimum of 2 years of management or supervisory experience is preferred. 
• Skills
  • Proven ability to lead, coach, and develop high-performing teams
  • Strong conflict resolution, change management, and communication skills
  • Proficiency with Microsoft Office and EMR systems (nAble preferred)
  • Strong organizational, analytical, documentation, and project management skills
  • Ability to operate effectively across time zones and support geographically diverse staff
  • Comfortable working in a fast-paced, patient-focused environment
  • Occasional travel may be required

Compensation & Benefits

• Salary Range: $90,000 - $140,000 annually. Final offers will be based on experience, skills, and qualifications.
• Benefits: Comprehensive healthcare, dental, life, and vision insurance. Additional benefits include generous paid time off (PTO), paid holidays, and a retirement savings program. Further details regarding salary and benefits will be provided during the interview process.

Diversity & Inclusivity at Pinnacle Fertility

At Pinnacle Fertility, we celebrate diversity and are committed to creating an inclusive environment for all team members. We are proud to be an equal-opportunity employer and encourage applicants from all backgrounds, abilities, and life experiences to apply.