Andrea Luty Email and Phone Number

The Care Navigator Supervisor ensures a consistently positive and high quality experience for patients checking into or communicating with the wellness center.  The Care Navigator Supervisor oversees onsite daily operations of Care Navigator team for assigned location. This includes work flows, staff PTO requests, time card approvals and performance-related feedback and support. The Care Navigator Supervisor also sets the tone for a positive patient experience and Care Navigator team experience. ESSENTIAL JOB FUNCTIONS Oversee all front office, chat interactions and telephone interactions in the center.Ensure that Care Navigator team responds to all guest requests professionally and with the highest level of hospitality and professionalism, accommodating special requests whenever possible.Supervise workload and projects for care navigators; ensure equitable and balanced assignment of projects to Care Navigator staff.Supervise performance of assigned Care Navigator team. Ensure effective performance feedback and correction, including performance evaluations.Work with Care Navigator Lead to identify training needs, coordinate and evaluate staff training. Conduct team-building activities.Participate in recruitment, selection and onboarding of new staff.Manage staff time keeping process; approve work time for payroll; manage time off requests.Manage daily staff assignments; ensure appropriate coverage for employee call-outs.Provide before and after hours clinic support (sick calls, building issues etc.).Along with Lead, trouble shoot clinic issues and address patient concerns; Escalate to Director as appropriate. Respond to customer complaints.Assist with services for VIP patient, as needed. Work collaboratively with Leads and Director to create, improve and implement Care Navigator workflows and procedures.Maintains the strictest confidentialityStep in to support Care Navigator team, as needed.Other duties as assigned.

The Care Navigator Lead provides guidance and expert level support to the Care Navigator team.  The Care Navigator Lead assists the Care Navigator Supervisor with creating workflows and implementing practices and projects.  The Care Navigator Lead provides training and mentorship to the Care Navigator staff and handles escalated issues, as needed.  As part of the Care Navigator team the Lead sets the tone for a positive patient experience and is an expert communicator who proactively manages any concerns that may arise and shares all relevant information to the care team.  The Care Navigator will delight and surprise patients by offering world-class service.ESSENTIAL JOB FUNCTIONS Provide input to the creation and implementation of Care Navigator workflows and procedures.Troubleshoot clinic issues and address patient concerns when Care Navigator Supervisor is offsite.Monitor daily Care Navigator team to ensure effective operations and a consistently high quality patient experience.Responds to all guest requests professionally and in a personable, accurate, and timely manner.First point of contact for guests and patients entering the wellness centers. Ensures an effective and positive check-in process.Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with clinic services and hours of operations.Handles multi-phone line system, professionally answering calls, scheduling appointments, and ensuring great communication with patients, staff, and office staff.Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.Processes any transactions required to complete the guest’s visit. Maintains the strictest confidentialityAssists with other administrative tasks as assigned.Other duties as assigned

• Welcome each employee as they enter the Health Center. Respond to all guest requests professionally and in a personable, accurate and timely manner.• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve customer complaints; assist customers in all inquiries in connection with clinic services and hours of operations.• Handle multi-phone line system, professionally answering calls, scheduling appointments, responding to email and ensuring great communication with patients and staff.• Process packages, faxes, messages and mail, which may be either outgoing or incoming, in an accurate and timely manner. • Assist with other administrative tasks as assigned.• Process any transactions required to complete the visit.• Artfully organize and eloquently lead tours communicating with all levels of internal and external guests.

•Provides quality customer service as a Nutritional Services liaison to both patients and staff. •Collects patient menus and patient food preferences. •Delivers and retrieves patient meal trays and nourishments. •Maintains nourishment area on unit. •Enters and retrieves patient food data from EMR and diet office software system. •Communicates with diet clerks, clinical dietitians, and nursing unit staff to provide excellent food service to patients.