Navigation Center Supervisor (WHWC)

Role Overview & Responsibilities

Position Summary

Responsible for supervising Navigation Center Representatives and ensuring efficient department operations, patient support, and compliance with organizational procedures.

Scope and Impact

Supervises departmental staff, oversees time and attendance reporting, coordinates procedures, and manages operational workflows impacting patient services and provider scheduling.

Decision Making Authority

Exercises independent judgment in staff supervision, complaint resolution, scheduling, and workflow coordination, escalating issues when appropriate.

Interactions / Working Relationships

Frequent interaction with patients, visitors, nurses, multi-specialty healthcare providers, and internal departments to ensure smooth operations and high-quality service.

Essential Duties and Responsibilities

Supervises Navigation Center Representatives; conducts staff development, evaluations, and ensures compliance.

• Maintains procedures for retention, protection, retrieval, transfer, and disposal of records.

• Prepares operating reports including time and attendance, staffing changes, budget expenditures, and performance data.

• Conducts monthly rounding and submits monthly reports to manager.

• Coordinates activities among departmental staff, nurses, and multi-specialty healthcare providers.

• Greets and assists patients and visitors and updates electronic patient management system.

• Reviews and analyzes budget reports and prepares recommendations.

• Monitors supplies, materials, and arranges equipment maintenance.

• Resolves complaints and inquiries from clients; answers and screens calls and routes correspondence.

• Schedules appointments, conducts pre-screening, and provides patient instructions.

• Coaches and mentors team members; trains new hires, temps, and work studies.

• Serves as lead person when managers are off site.

• Performs other duties as assigned.

Supervisory or Leadership Responsibilities

Directly supervises departmental staff, including hiring, training, assigning work, evaluating performance, ensuring compliance, and resolving issues.

Qualifications

Minimum Qualifications (Required)

Education: High school diploma or GED required; some college preferred.

Licenses/Certifications: None required.

Experience: Six years Medical/Dental experience required.

Six years Electronic Health Record (EHR) experience required.

Two years supervisory or team lead experience required.

Must have two years of experience in a call center environment.

Preferred Qualifications

Additional years of relevant experience; bilingual proficiency beyond required languages; experience in multi-specialty healthcare settings.

Knowledge, Skills, and Abilities (KSAs)

Strong communication, leadership, coaching, problem-solving, customer service, record management, and organizational skills.

Language Skills

Fluent in English required; Spanish bilingual required.

Technology and...