Care Navigation Supervisor

📋 Description

• • As a Care Navigation Supervisor at Array Behavioral Care, you will be instrumental in shaping the experience of individuals seeking vital mental health services. You will lead, develop, and empower a dedicated team of Care Navigation agents, ensuring they deliver exceptional, empathetic, and efficient patient-centered care. This is a frontline supervisory role focused on operational oversight, where your primary responsibilities will include coaching, mentoring, and reinforcing performance expectations to maintain the highest standards of service delivery.
• • Your leadership will directly impact the smooth functioning of daily workflows. You will act as a crucial support system for your team, providing real-time problem-solving, expertly handling escalations, and consistently reinforcing quality and service standards. By collaborating closely with the Quality Assurance Manager and broader call center leadership, you will play a key role in identifying service trends, driving continuous improvement initiatives, and fostering a culture of team engagement and accountability.
• • **Key Responsibilities and Contributions:**
• • **Team Leadership and Development:** Supervise, mentor, and actively support a team of Tier I & II Care Navigation agents. Foster an environment that promotes engagement, accountability, and strict adherence to all service standards and protocols.
• • **Operational Oversight:** Oversee the execution of daily tasks and coordinate workflows efficiently. Be prepared to make real-time adjustments and strategically align resources to meet and exceed critical service level goals.
• • **Performance Monitoring:** Diligently monitor team workload, task completion rates, and overall productivity throughout each shift. Proactively identify and flag any capacity or performance concerns, escalating them to leadership as necessary.
• • **Coaching and Skill Enhancement:** Conduct regular one-on-one coaching sessions with team members. These sessions will be focused on developing individual skills, reinforcing quality standards, and providing targeted performance support.
• • **Performance Documentation:** Accurately and consistently document all coaching conversations, observations, and key feedback provided to team members, adhering strictly to established company guidelines.
• • **Performance Recognition and Intervention:** Recognize and celebrate strong performance within the team. Simultaneously, provide targeted coaching and additional training support to team members who require further guidance, escalating persistent concerns to leadership in a timely manner.
• • **Scheduling and Coverage Management:** Coordinate essential scheduling needs by meticulously tracking time-off requests, callouts, and ensuring adequate coverage. Communicate any attendance or scheduling issues to leadership in accordance with company policy.
• • **Frontline Support:** Serve as the primary point of contact for frontline staff, actively encouraging open communication and promptly addressing day-to-day questions, concerns, or challenges.
• • **Timekeeping Accuracy:** Review and submit timekeeping records for all team members, ensuring accuracy and compliance. Escalate any discrepancies or issues to the appropriate channels for prompt resolution.
• • **Quality Assurance Partnership:** Collaborate closely with the Quality Assurance Manager to reinforce established quality standards and ensure the consistent application of feedback and performance expectations across the team.
• • **Escalation Management:** Respond effectively to patient and provider escalations within defined guidelines. Troubleshoot issues thoroughly and escalate complex cases to the appropriate stakeholders to ensure timely and satisfactory service recovery.
• • **Communication Bridge:** Act as a vital communication link between frontline agents and call center leadership. Surface important trends, share valuable team feedback, and offer practical operational recommendations for improvement.
• • **Continuous Improvement:** Contribute to process improvement initiatives by reinforcing new changes, tracking adoption rates among the team, and providing constructive feedback to leadership.
• • **Additional Duties:** Perform other duties as assigned to support the overall success of the Access Center and Array Behavioral Care's mission.