Senior Manager of Access and Navigation

Description

Position Summary: 

The Senior Manager of Access and Navigation plays a pivotal role in ensuring seamless access to care for patients across North Shore Community Health’s three primary care locations. This position provides leadership and mentorship to Practice Managers, empowering them to optimize front-end operations, improve revenue cycle processes, and enhance patient experience. The Senior Manager will supervise the Patient Access Navigators, who assist patients with insurance enrollment, and the Telehealth Navigator, who supports patients in accessing virtual care and reducing digital barriers. By focusing on patient retention, accurate attribution, and efficient template management, the Senior Manager will collaborate across departments to implement strategies that increase patient access, grow our patient roster, and improve operational efficiency.

The Organization

North Shore Community Health (NSCH) is a highly accomplished community health organization that prides itself on its compassionate approach to serving the surrounding communities with comprehensive and culturally sensitive care. With a strong commitment to excellence, NSCH provides:

• Comprehensive primary care.
• Dental services.
• Behavioral health care.
• Care management.
• Pharmacy services.
• Substance abuse disorder treatment.
• Nurse care management.
• Insurance enrollment assistance.

NSCH operates service sites at Gloucester, Peabody, and Salem Family Health Centers, ensuring convenient access to care. Additionally, NSCH extends its reach through school-based health centers within the Salem and Peabody School Districts. NSCH collaborates with Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy for behavioral health services.

As a community-based safety net healthcare provider, NSCH actively encourages diversity and welcomes staff members who reflect the rich tapestry of our communities. We highly value the contributions of our team members and offer a wide range of perks and comprehensive benefits. These include health and wellness benefits, tuition reimbursement, loan forgiveness opportunities, and other appealing benefits.

We believe in supporting our employees from day one, and all eligible staff members can take advantage of these benefits right from the start of their employment at NSCH. We aim to foster a supportive and rewarding environment that empowers our team members to provide exceptional care to our communities.

Mission

North Shore Community Health’s mission is to build healthy communities by providing exceptional care to all.

Vision

Healthy People | Vibrant Communities

Values

Accountability

We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.

Integrity

Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly, and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.

Empathy

Empathy is a deep appreciation for another’s situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.

Courage

We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one’s behaviors, actions, and thoughts beyond one’s comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.

Respect

NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.

Commitment

NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.

EEO Statement:

We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

https://www.nschi.org/wp-content/uploads/2022/03/nsch_eeo-policy-statement-dec-2021.pdf

Essential Functions:

· Provide leadership and mentorship to Practice Managers across three primary care sites, supporting them in optimizing front-end operations and revenue cycle processes.

· Oversee the Patient Access Navigation team, taking initiative in leading efforts to empanel new and unengaged MassHealth C3 members, working creatively to optimize engagement strategies and outcomes.

· Manage the Telehealth Navigation Program, including the supervision of the Telehealth Navigator, driving patient adoption of virtual care and supporting enrollment in internet access assistance programs while ensuring compliance to grant goals.

· Develop and refine systems to track and report on key performance indicators (KPIs) related to patient access, empanelment, provider continuity, and new patient engagement. Provide actionable insights to clinical and operational leadership and hold staff accountable for achieving goals

· Develop and implement strategies to ensure patients are appropriately empaneled and attributed to NSCH and its primary care team

· Collaborate with Practice Managers to optimize appointment templates through active template management and strategies that make the most of Epic’s features.

· In partnership with the Senior Director of Access and Integration and other members of the leadership team, translate data insights into action steps for Practice Managers and front desk staff to boost front-end workflows, particularly relating to registration accuracy and payment collection.

· Foster a culture of accountability and continuous improvement by coaching and developing staff to achieve performance goals.

· Act as a liaison between internal departments and external stakeholders to enhance access to care and strengthen community partnerships.

· Serve as back-up Practice Manager across Salem, Peabody, and Gloucester site for operational site management coverage during vacations as needed.

· Perform other duties as assigned to support the organization's mission of providing equitable, patient-centered care.

Requirements

· Bachelor’s degree in Public Health, Business Management or a Healthcare related field. Five years of experience in Healthcare/Public Health can be substitute for degree.

· A minimum of five (5) years of experience in health care/public health or related field.

· Two (2) years of experience managing teams, preferably including remote staff.

· Proven track record in successfully managing programs/ projects and using analytics to support evidence-based management.

· High level of proficiency in Microsoft Office applications – particularly as it relates to manipulating data in Microsoft Excel – strongly prefered

· Experience with Epic strongly preferred

· Excellent verbal and written communication skills, attention to detail and overall organizational skills.

· Proven ability to prioritize and execute tasks in a fast-paced environment, while working collaboratively with medical staff and other clinical operations partners.

· Knowledge of LEAN/Six Sigma or equivalent project and change management frameworks preferred.

· Demonstrated effective analytical and creative problem solver.

· Demonstrated ability to build relationships and lead in a matrixed organization.

As a health center, NSCH expects all employees to receive all required vaccinations and health screenings each year. Moreover, as a condition of employment, all employees are expected to be vaccinated against COVID19, including providing proof of having received the COVID­19 vaccine, unless a religious or medical exception is granted. All prospective employees are required to be vaccinated before their first day of employment, and proof of vaccination record must be provided with pre­hire paperwork. To request an accommodation from the vaccine requirement or if you have any questions about this mandate, please contact the Human Resources Department at hr@nschi.org 

At North Shore Community Health, we are dedicated to building a diverse workforce. Are you excited about this role but feel that your past experience does not align perfectly with every requirement in the job description? We encourage you to apply! Your skills may be suited for this or other roles here at North Shore Community Health.

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s Coastal charm just thirty minutes outside Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and a thriving cultural scene.

For Information, Please Contact:

Talent Acquisition Department

North Shore Community Health

TalentAcquisition@nschi.org