Supervisor-Participant Navigation Center-PACE

Supervisor - Participant Navigation Center (PACE)

Neighborhood Healthcare PACE is a managed medical plan built around surrounding participants with a team of physicians, nurses, social workers, therapists, and care coordinators to help them maintain good health and a good quality of life. Our goal is to keep seniors happy and healthy at home surrounded by their family and community.

Schedule: M-F, 8am-5pm. This position is fully onsite.

• Supports the mission, vision and values of Neighborhood Healthcare PACE.
• Emphasize, demonstrate, promote and adhere to excellent customer service skills including professionalism, confidentiality and proper etiquette.
• Prioritizes staffing, workflows and skill development as appropriate to respond to customer needs.
• Fosters effective communication and team building among staff to enhance employee and participant satisfaction.
• Participates in monthly manager meetings, monthly operations meeting and other meetings as directed. Conduct department meetings as needed. Share information with support staff, providers, administration and other staff as needed.
• Assists with the development, implementation and monitoring of policies and procedures related to referrals for external or internal operations.
• Manage daily operations and oversee the department's work plan, ensuring compliance with regulations, policies, and performance standards.
• Manages/Monitors productivity, quality metrics for the department and works with department on needed improvements.
• Provides updates and insight on analysis, and reporting of the department on a monthly basis or as directed by Leadership.
• Works on continuous quality improvement for department; this includes responding to participant /provider/staff feedback.
• Contacts Providers or appropriate staff as necessary to maintain complete and accurate Participant Records.
• Integrate referral and medical record management with ongoing medical and case management activities.
• Attends and actively participates in required meetings and committees as requested.
• Works with HR in recruitment of staff, orientation, training, coaching, and skills development.
• Holds knowledge and acts as a resource to all staff regarding policies, procedures, and regulations related to the Participant Navigation Center.
• Provides staff coverage as needed.
• Other duties as assigned.

• Completes performance evaluations for direct reports.
• Makes recommendations to Human Resources regarding new hires, transfers, suspensions, promotions, discharge, assignments, rewards or discipline.
• Evaluate staff performance against job description criteria with input from Site Managers, Providers and other staff, and provides guidance and coaching to develop an individual as well as department to highest potential.
• Assist and conduct department meetings to promote communication, assess and resolve needs and foster teamwork.
• Work collaboratively with Human Resources to provide appropriate and timely follow-up on employee relations issues that require coaching and/or discipline.
• Keep staff informed of organizational activities and promote Neighborhood Healthcare mission and goals.

• Respond promptly and with caring actions to participants and employees. Acknowledge psychosocial, spiritual and cultural beliefs and honor these beliefs.
• Maintain professional working relationships with all levels of staff, clients and the public.
• Be part of a team and cooperate in accomplishing department goals and objectives.

• High school/GED required. Bachelor’s degree preferred.
• Minimum of two years' experience in medical management for managed care, including claims, referral authorization, and/or front/back-office duties required.
• Minimum of two years’ experience in supervisor or management position in healthcare or related field preferred.
• Experience working collaboratively with some and/or all the following disciplines: nursing, social work, psychology, recreation, occupational therapy, physical therapy, speech therapy, dietetics, and/or gerontology preferred.
• Bilingual:
  English/Spanish preferred.
• Valid BLS certification in accordance with the American Heart Association Guidelines required upon hire.

• Emotional intelligence (EI), the ability to be sensitive to and understand the emotions of others and to manage his or her own emotions and impulses required.
• Effective verbal and written communication, organization and interpersonal skills.
• Ability to interface with all levels of personnel in a professional manner.
• Ability to work with people of all social and ethnic backgrounds and maintain confidentiality.
• Ability to work independently and as part of a team. Able to assume leadership role in a health care organization.
• Able to train and develop staff.
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form.
• Ability to successfully manage multiple tasks simultaneously.
• Excellent planning and…