Overview

Navigation Supervisor Jobs in New York, United States at Mount Sinai Health System


Title: Navigation Supervisor

Company: Mount Sinai Health System

Location: New York, United States

BACKGROUND

Mount Sinai is one of the largest non-profit health systems in the U.S., with a strong reputation for quality of care, research, and education.

Health care has historically struggled with customer service, earning some of the lowest customer satisfaction scores of any industry. We want to change that. Our team exists to radically improve consumers’ health care experiences. We make it easier for patients to find and access the care they need, creating delightful experiences in the process.

What We Offer

A forward-thinking team that is challenging the status quo

Opportunity to inform the design of a new health care service

A warm, friendly work culture that is focused on the well-being of both our team members and the members we serve

Mentorship from caring and experienced leaders

Opportunities for career advancement

POSITION SUMMARY

Our navigators support membership-based health centers. Our patients are members, and navigators help members via phone, chat, text, and e-mail to navigate the health care system — starting with the services available at our health centers, and extending to the broader local health care ecosystem. You will be joining a growing team that is focused on delivering a fantastic member experience.

In the role ofNavigation Supervisoryou will:

Manage the day to day operations:

Manage navigation team staffing, schedules, and attendance

Manage and measure operational metrics to ensure team meets SLAs

Connect and communicate regularly with navigators via daily touchpoints, regular 1:1s, and as-needed forums

Manage navigator performance by setting clear performance expectations, conducting quality reviews and providing regular feedback on work

Support professional development through a tailored navigator coaching program

Complete annual performance reviews for navigators and implement navigator performance improvement plans, when needed, in collaboration with Manager

Develop and lead trainings on core navigation functions

Employ good judgment in responding to and escalating member concerns and personnel issues

Ensure all team members’ technology is set up and working correctly, and assist with escalating technology issues

Collaborate with Health Center Operations and Customers team to ensure member and customer needs are met in a coordinated fashion

Build and improve our growing team and operations:

Proactively identify opportunities to continuously improve our member experience, technology tools, and operational efficiency

Implement process improvements — including improving existing processes and tools, training colleagues, documenting and updating knowledge management collateral, and more

Participate in new navigator recruiting, onboarding, and training

Develop relationships with other provider offices to improve and expedite our members’ care

QUALIFICATIONS

We are looking for teammates who have the following characteristics:

Passionate about improving consumer experiences in health care, as evidenced by academic or personal pursuits and professional experience

Detail-oriented and highly organized, taking pride in delivering a high-quality service and member experience

Self-motivated, resourceful, and go above and beyond to make the business successful

Positive, empathetic, and able to de-escalate tense situations and turn them into productive, resolution-oriented conversations

Proven role models, with a demonstrated interest and ability to coach and mentor fellow navigators and i…

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About Mount Sinai Health System