Patient Navigation and Access Manager

Patient Navigation and Access Manager

Summary:

Livara is seeking a strategic and adaptable individual for the position of Patient Navigation and Access Manager who will report to the Chief Strategic and Clinical Operations Officer. In this role, you will lead the strategy and operations behind optimizing patient access and care coordination / navigation for a value-based virtual-first integrated musculoskeletal company. 

The ideal candidate will be responsible for the strategy, and execution of that strategy, and day-to-day operations to optimize patient scheduling and referral processing workflow, insurance verification and prior authorization management, care navigation and patient experience. This is an exciting opportunity to build a remote-based team to support patients in receiving care both virtually as well as coordination with local providers.

Supervisory Responsibility: 

This position will directly supervise several members of the administrative team including the Care Navigators and Member Enrollment Specialists (MES).

Location:

Remote

Essential Functions:

• Key Responsibilities:
  • Oversee daily operations of the care navigation and MES teams including staffing and managing call-outs
  • Analyze referral (inbound and outbound) and call center data to identify trends and develop tactical action plans based off the data
  • Develop and use reports and dashboards to help staff meet targets including but not limited to referral outreach time, referral to schedule conversion, cancellation rates, phone call answering, outbound referral turnaround time, and patient satisfaction
  • Support  teams with workflow optimization problem solving, workflow improvement/optimization and issue resolution
  • Provide front-line coverage as needed if required due to staffing shortages or surges in demand.  
  • Develop relationships with local providers administrative teams to support optimized outbound referral management
  • Assess and support service training related to referral intake, registration, scheduling, time of service collections, outbound referral placement, insurance verification, prior authorization, and customer service
  • Address referring provider and patient complaints and concerns
  • Implement strategies to enhance overall patient and referring provider satisfaction
  • Collaborate with Manager and People & Culture team to recruit, train, and manage a diverse and skilled team
• Collaboration & Teamwork:
  • Demonstrate courteous, professional, and cooperative behavior towards teammates, patients and guests
  • Deliver  customer service in a manner perceived as pleasant, caring and responsive
  • Assist in problem-solving and meeting customer needs
  • Consistently seek out and respond to customer service issues and data
  • Set standards and model service-oriented behavior interactions with patients, staff members and providers
  • Collaborate and communicate effectively with department managers to resolve department-related issues
  • Share pertinent information to increase department efficiency
  • Foster teamwork to accomplish work goals in assigned departments
  • Anticipate and problem solve issues with related ancillary departments
  • Network with other departments to solve goals
  • Assist with assigned department needs as necessary (performing various roles, duties and functions) to ensure high quality service service
• Leadership:
  • Participate in or complete initial screening and final interviews with candidates in coordination with Manager and other leadership as appropriate for the final hiring decision
  • Oversee orientation of new hires to assure appropriate performance and service delivery
  • Assist in scheduling and organizing technical in-services and customer service in-services
  • Provide regular coaching, supervision, and feedback to team members
  • Promptly identify, manage and, if required, escalate performance issues
  • Work with direct Manager to follow the corrective active process as delineated by Human Resources policy and procedure
  • Communicate performance expectations to staff, assess developmental needs and initiate action plans to address issues and build skills of roles supervised
  • Manage evaluation schedules, calibrations and workflows within the platform
  • Distribute, track and collect pre-evaluation materials
  • Prepare and submit evaluations for managerial review on time
  • Coordinate calibration sessions and support training on evaluation processes
  • Demonstrate pro-active approach in team development and problem-solving to meet department goals
  • Actively and positively strive to implement departmental goals and support changes
  • Act as a resource and role model for staff
  • Facilitate inter-departmental cooperation and teamwork
  • Adhere to Livara Health standards of conduct
  • Perform all other duties as required by the Manager

Minimum Qualifications:

• Bachelor’s degree in healthcare administration, business administration, or related field
• Proven experience in healthcare administration with a focus on patient access management and care navigation or care coordination
• Prior work / experience with value-based care models
• 2+ years in a leadership role such as a clinic manager, care management manager or similar job
• Effective interpersonal and customer relations skills.
• Strong professional level of written and oral communication skills as well as active listening skills.
• Ability to diffuse volatile situations and use good judgment and tact in dealing with patients and staff 
• Strong problem-solving and decision-making abilities
• Knowledge of medical terminology
• Ability to multitask effectively and efficiently 
• Proficient in CRM, EMR, Call Center Tools, Microsoft Office and Google Drive
• Ability to utilize resources in an organized manner.

Preferred Qualifications:

• Clinical background (ex: RN, PT, OT, etc.) especially with knowledge of orthopedic care
• Prior experience in start up environment working with care management/navigation teams and/or call center teams
• 4+ years in a leadership role such as a clinic manager, care management manager or similar job

Work Environment:

This job operates in a home office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Travel:

Occasional travel for company-wide events may be required.

Why Join Livara?

Livara is a great place to be if you are passionate about helping others and want a place to grow!

Compensation Range, DOE (Salaried, Exempt):

$100,000 - $120,000

Benefits:

• Medical
• Dental
• Vision
• FSA Plan
• Life Insurance
• Long Term Disability
• 401(k) with a match 
• Generous PTO
• Tuition Assistance Program
• Wellness Benefits (Employee Assistance Program, Financial, Mindfulness, etc.)
• Career Growth Opportunities

Livara is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.