MANAGER, PATIENT NAVIGATION SERVICES

About Us:

Callen-Lorde is the global leader in LGBTQ healthcare. Since the days of Stonewall, we have been transforming lives in LGBTQ communities through excellent comprehensive care, provided free of judgment and regardless of ability to pay. In addition, we are continuously pioneering research, advocacy and education to drive positive change around the world, because we believe healthcare is a human right. 
 

Our Mission:

Callen-Lorde Community Health Center provides sensitive, quality health care and related services targeted to New York’s lesbian, gay, bisexual, and transgender communities — in all their diversity — regardless of ability to pay. To further this mission, Callen-Lorde promotes health education and wellness, and advocates for LGBTQ health issues. 

About the Role:

The Manager of Patient Navigation Services provides leadership and operational oversight for Patient Navigation programs within the Care Coordination department across all Callen-Lorde sites. This role is responsible for supervising Care Coordination Supervisors and Data Entry staff, ensuring program quality and compliance, overseeing grant-funded initiatives, and driving operational excellence.

The Manager partners across departments to align workflows, strengthen referral networks, standardize service delivery, and enhance patient engagement. This is a key leadership role focused on improving access, coordination, and patient outcomes through strong program oversight and strategic collaboration.

Key Responsibilities:  

As a Manager of Patient Navigation Services, your responsibilities will include:

• Oversee day-to-day operations of Patient Navigation Services across all locations

• Supervise Care Coordination Supervisors and Data Entry staff, providing training, coaching, and performance management

• Monitor staff utilization and implement strategies to improve efficiency and service delivery

• Lead oversight of grant-funded Patient Navigation programs, ensuring compliance with funder and contractual requirements

• Serve as primary liaison with funders regarding deliverables, program goals, and reporting

• Collaborate with Grants Administration on renewals, closeouts, and contract submissions, co-lead site visits and support preparation for audits and reviews

• Conduct regular chart reviews and data audits within the EMR and external reporting databases (e.g., eSHARE, AIRS)

• Ensure documentation accuracy, completeness, and timeliness

• Monitor program metrics, identify trends, and implement quality improvement initiatives

• Ensure proactive in-reach and outreach to maximize patient enrollment and engagement

• Prepare annual program goals and objectives

• Collect and analyze monthly statistics

• Develop narrative and statistical reports as required

Work Schedule: 

This is a full-time. 

Benefits: 

Salary will be based on experience and will be accompanied by a comprehensive benefits package including an exceptional low cost medical plan option for you, your spouse/domestic partner and/or your family, dental insurance, vision insurance, no cost life insurance, short- and long-term disability insurance, Flexible Spending Account, Tuition Assistance, commuter benefits, a generous paid time off plan, and a 403B retirement savings plan.

Education, Experience

• Bachelor’s degree with a minimum of 5 years of experience in providing direct case management services.
• Experience supervising case management staff and performance-based grant contract monitoring required.
• Three years' work experience in a social service setting.
• Strong computer competency, including knowledge of Electronic Medical Records, Computerized Appointment/Billing Programs and Microsoft Office Programs.

Desired Characteristics, Skills

• Ability to multitask in a stressful environment.
• Ability to work independently yet be team focused.
• Ability to remain calm, focused, and helpful under stress.
• Commitment to the mission of Callen-Lorde

Salary : $80,350 - $87,350