SUMMARY

The Navigator Supervisor supports and manages a group of Navigator Coordinators and serves as functional supervisor for Navigator support staff. The Supervisor is the subject matter expert for the team, so while resolving complex referral issues, the Supervisor is also the person to whom team members come to for guidance while also providing continuous coaching and feedback. Other duties may be assisting new hires with additional training ; monitoring calls to ensure that department quality standards are met; identifying areas for improvement; following the progressive discipline model as necessary and scheduling staff according to department needs.

EDUCATION/LICENSES/CERTIFICATIONS

Minimum of a High school diploma, (or equivalent education, experience or training) required. Some college strongly preferred.

EXPERIENCE

Three years of experience required in a clinical and/or customer service setting preferred in addition to 2 years in a Lead or Supervisory role. Experience with EPIC or a similar electronic medical records system required.

SKILLS

* Requires in depth knowledge of area of specialty. Strong interpersonal skills needed with the ability to interact effectively with patients and medical professionals. Sound judgment with the ability to work and make decisions in a fast-paced environment. Leadership potential.

* Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

* Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.

* Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents. Must be able to effectively arrive at a solution that is patient friendly and able to satisfy business requirements.

* Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.

* Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.

* Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.

* Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

* Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.