What are the responsibilities and job description for the Healthcare Navigation & Call Center Manager position at Goshen Health?
Summary
Position Summary:
The Healthcare Navigation Manager is responsible for the leadership and strategic oversight of communication and navigation services across the outpatient network. This role oversees New Patient Navigation, centralized scheduling, phone triage services, and insurance quality and training specialists, ensuring a seamless patient experience and efficient operational workflows.
The manager provides direction for general switchboard operations and phone queue resource management, ensuring optimal staffing, technology utilization, and performance outcomes. This includes establishing scorecards, monitoring and reducing wait times and abandonment rates, and aligning call-group specialty schedules with call volume trends. This role collaborates closely with physician practices, clinical teams, and administrative leadership to enhance access, support organizational priorities, and drive patient satisfaction and operational efficiency.
Position Qualifications:
Minimum Education: Associate degree in healthcare administration, business administration, or related field. Similar experience will be considered in lieu of formal education.
Preferred Education: Bachelor’s or Master’s in Healthcare Administration or Business Administration preferred. Certification in healthcare management, project management, or patient navigation
Minimum Experience: Minimum of three years’ managerial experience. Strong data collection and analytical skills. Experience with call center platforms, workforce management systems, and healthcare technology.
Preferred Experience: Proven experience managing multi-site teams, remote staff and call center platforms. Proficiency with patient communication systems, phone triage, scheduling platforms, and EMR systems preferred.