Senior Manager, Patient Navigation

Job Description

POSITION SUMMARY:
This position is responsible for the strategic direction, design, leadership and management of the outreach program, core navigation services and coordination between the NMDP network and the Patient Support Center.

This critical role involves overseeing the daily operations of a team dedicated to guiding patients and providers through complex treatment pathways, ensuring seamless coordination and exceptional customer experience.

This leader provides oversight of development and implementation of systems to track contacts to the NMDP Patient Support Center, both incoming and through proactive outreach, and utilizes tools provided to understand data and make data-driven decisions.

The role is responsible for creating a model for aligning our services with transplant centers to enhance TC capacity and improve access to transplant.

This position manages the workforce capacity model for navigators in conjunction with finance and builds metrics-driven teams, drives process improvements, and fosters a patient-centric culture.

Serves as lead Patient Services representative on interdepartmental projects and task forces related to the core navigation and care coordination with transplant centers.

ACCOUNTABILITIES:
Collaboration and Strategy
• Serves as a key member of the Patient Services leadership team.
• Liaises with cross-functional departments including clinical operations, case management, and others to ensure smooth handoffs and integrated service delivery.
• Maintains an enterprise view of the needs of and solutions for patients and families.
• Contributes to the strategic planning and development of navigation services and care coordination, adapting to evolving patient needs and industry best practices.
• Collaborates with other members of the Patient Services leadership team to improve internal processes and carry out the goals and tactics of the strategic plan.
• Supports and demonstrates customer service commitments to internal and external partners guided by the NMDP's vision, mission, and operating philosophy.
• Represents the Voice of the Patient as NMDP builds out a product strategy.

Team Leadership and Management:
• Lead, mentor, and motivate a team of patient navigators to achieve high performance and professional growth.
• Manage staffing, scheduling, and capacity planning to ensure adequate coverage and efficient service delivery.
• Conduct regular performance reviews, provide constructive feedback, and develop training programs to enhance team skills.
• Ensure team alignment with other department functions.
• Implements continuous quality improvement in the delivery of the patient advocacy, navigation, and care coordination model in Patient Services.
• Builds and maintains a team environment which supports the mission of the NMDP
• Provides annual assessment of training needs and professional development of assigned team members.

Operational Excellence & Metrics Man...