Patient Navigation Manager - Guideway Care

Guideway Care is working to provide superior patient engagement solutions to healthcare organizations. We pride ourselves on hiring team members who can work independently but also enjoy being part of a team and like to continuously learn and grow. We are looking for candidates who exemplify these qualities and who are excited to join our team to continue to make a difference for patients and their families.

Are you a leader who is passionate about patient care and support? Consider the role of a Manager, Care Guidance. This position is responsible for ensuring the delivery of high-quality, compassionate care guidance services to patients, focusing on improving patient outcomes, satisfaction, and overall care coordination. The Manager will develop, implement, and refine processes and workflows to enhance team efficiency, ensure adherence to organizational goals, and support continuous improvement in patient care services.

Responsibilities:

• Provide day-to-day leadership and management to a team of care guides.
• Oversee recruitment, onboarding, training, and professional development of team members.
• Conduct regular team meetings, one-on-one check-ins, and performance reviews to promote a culture of continuous improvement.
• Develop and foster a collaborative team environment that prioritizes patient-centered care.
• Ensure effective management of care guidance workflows, case assignments, and patient communications.
• Monitor team productivity and performance metrics, identifying areas for optimization.
• Collaborate with cross-functional teams to streamline care coordination and enhance service delivery.
• Ensure compliance with all applicable regulations, policies, and procedures, particularly those related to patient confidentiality and data protection.
• Implement and monitor quality assurance processes to maintain high standards of care guidance.
• Conduct regular audits of care guide documentation to ensure accuracy and completeness.
• Develop and implement strategies to enhance patient engagement and satisfaction throughout their care journey.
• Oversee resolution of escalated patient concerns or issues in a timely and empathetic manner.
• Work closely with clinical staff and other departments to ensure patient needs are met comprehensively.
• Track and analyze key performance indicators (KPIs) related to patient navigation and care guidance.
• Prepare and present regular reports to senior management on team performance, patient outcomes, and program impact.
• Utilize data to drive process improvements and operational efficiencies.
• Assist with various projects as assigned by the direct supervisor.
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values.

Education, Licensure, Experience, and Other Requirements:

• Bachelor's Degree in Healthcare Administration, Management, Social Work, Nursing, or a related field management or related field.
• Minimum of 3-5 years of experience in healthcare navigation, care coordination, or patient services, including at least 2 years in a leadership role.
• Strong understanding of patient navigation and care guidance principles, particularly in chronic care or complex care settings.
• Excellent leadership, communication, and organizational skills.
• Demonstrated ability to manage and motivate a team, prioritize tasks, and meet deadlines.
• Proficient in data analysis, reporting, and using healthcare technology systems (e.g., EHRs, CRM tools).
• Commitment to patient-centered care and continuous quality improvement.
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values

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