Care Navigator Supervisor

Work hours prescribed by leadership and any additional hours deemed necessary for theresponsibilities assigned.
2.Supervises Care Navigators, with the assistance of quality management software to ensureproper customer service protocols, call handle processes, and overall quality of customerexperience.
3.Manage the Care Navigator process of entering client inquiries into CRM and EHR systems for allservice-seeking clients.
4.Responsible for handling client leads from various sources including phone, online and faxedreferrals.
5.Establish systems to ensure priority populations, as defined by Rosecrance, receive services
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2024.docx
through appropriate processes.
6. Serve as the primary liaison with regional leadership to address call handling issues, queue management, and process development.
7. Collaborate on-call routing developing for new locations/sites within Rosecrance.
8. Oversee all updates regarding programmatic and staffing changes at each site, ensuring team communication about available services for callers.
9. Fulfill Care Navigator responsibilities as required to meet call demand, and support the supervised team.
10. Address escalated caller complaints pertaining to Care Navigator and switchboard functions.
11. Oversees quality management, analytics, queue management, call routing, knowledge base programs for all Contact Center related activities.
12. Monitor software and identify and report malfunctions and reporting errors.
13. Act as the designated subject matter expert in CRM functionality, and utilize expertise to lead training and integration of CRM within the Care Navigator and Access teams.
14. Work closely with internal stakeholders in relation to leads and referrals, Rosecrance website integration, and CRM integration and implementation/design.
15. Assists with training Access team members regarding Contact Center software, development of departmental processes, the standard operating procedure manual, and manages knowledge base software to reflect program updates
16. Aids in performance t with Contact Center related data, report writing, and dashboard management, and creates and schedules report distribution to leadership.
17. Works closely with the IT Department to identify and resolve caller experience, queue issues, and other software enhancements, as well as identify possible solutions or increased efficiencies.
18. Supervise the assigned team members, which includes assurance they receive orientation, training, regular supervisory meetings and/or feedback, scheduled evaluations and disciplinary interventions as required.
19. Exhibits actions and makes decisions that align with the Rosecrance Code of Conduct and within the framework of the law.
20. Serve as a role model to others and demonstrate excellent company stewardship.