Adult - Referral Navigator Team Lead

Referral Navigation Team Lead

The Referral Navigation Team Lead will supervise the Referral Navigators who provide assistance to patients of HOPE Clinic. Responsible for ensuring not only the processing of all referrals initiated by providers in the appropriate service line but also to ensure equitable distribution of referrals to Navigators regardless of location of staff member or provider. Will ensure an active roster of high-quality specialists and determine patient satisfaction level of the referral. Assist staff with referral processing if necessary.

Major Duties & Responsibilities :

• Review and assign incoming referrals equitably to Referral Navigators;
• Review Referral Navigators documentation and coach as required;
• Stay up to date with external referral sources, scheduling processes, and communicates with team based on services needed;
• Assist with referral processing as needed and provide documented justification for team increase;
• Review and train new team members;
• Approve payroll for team members;
• Follow-up on patient concerns;
• Work with patient, Referral Navigator and other staff to coordinate necessary arrangements to ensure patient attendance at appointments (i.e., transportation, translations, etc.);
• Notify finance staff, supervisor and management team of issues with having adequate referral sources for patients due to insurance deficiencies;
• Service and respond to customer and patient questions, issues and / or concerns;
• Securely and accurately document all patient information;
• Interpret dictation and respond accordingly;
• Submit Agency forms and documentation in a timely manner. (Improvement activities, response to memorandums, travel reconciliation, supply requests, leave requests, monthly in-service);
• Actively participate in agency performance improvement initiatives such as chronic care management and utilizes the approved methodology such as PDSA;
• Ensure timely submission of paperwork and reports;
• Communicate with other clinics, specialists, physicians, management, and billing;
• Maintain updated patient information and referral forms;
• Positively contribute to staff morale and corporate culture;
• Ensure that work assignments and information gathered from day-to-day work is not shared with anyone and protects all patient and agency information. Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality;
• Ensure that our patients get the best possible care;
• Schedule and contact patients for required programs and appointments as assigned Perform other duties as assigned;
• Attend on-site / off-site community engagement activities and on-site / off-site clinic events as needed;
• Perform other duties as assigned to support the organization's Mission, Vision and Values.

Qualification Requirements :

Travel Requirements :

Education and / or Experience :

High School diploma or GED is required; BA Degree is preferred. Experience in the medical field and referral / patient navigation is preferred. Texas certified Community Health Worker (CHW) preferred (or willing to obtain this certification).