Patient Navigation Program Manager

At Planned Parenthood of Wisconsin, Inc. (PPWI), we work to provide quality, affordable health care services, comprehensive education, and strong advocacy. We serve over 60,000 patients annually in 21 health centers statewide, making us the largest and most trusted reproductive health care provider in Wisconsin. Our goal is to help keep Wisconsin safe, healthy and strong!

This is an excellent opportunity for a Patient Navigation Program Manager (40 hours/week). As a valuable member of our team, all Patient Navigation Porgram Managers are provided paid training to learn how to deliver clinical care and how to complete medical administrative tasks.

As part of our comprehensive benefit package, we offer:

- Company contribution toward medical insurance deductible

- Generous Paid Time Off

- 11 Days of Holiday Pay

- Immediate 401(k) Vesting with up to 6% company contribution

- Paid Parental Leave

- Tuition Assistance

- Public Service Loan Forgiveness Program

PPWI’s compensation philosophy is rooted in equity. Starting offers are determined by both the candidate’s applicable experience and internal equity. The Patient Navigation Program Manager pay starts from $67,288.00 per year.

Additional $1.50 per hour for bilingual (English/Spanish)

PURPOSE of POSITION:

The role of the Patient Navigation Program Manager is to design and oversee the operations of the Patient Navigation Program. The Patient Navigation program provides comprehensive support services to assist patients who are receiving, seeking or eligible for additional care internally and/or externally of Planned Parenthood of WI (PPWI).      

Additional responsibility of this position includes the development of a robust statewide patient referral network by identifying and building relationships with health care and social service resources across the state. The Patient Navigator Manager will collaborate internally with medical, administrative, and community outreach teams to optimize patient access to services, remove barriers to care, and improve overall patient satisfaction. The Patient Navigation Program Manager will also design and implement workflows and accountability metrics for the program and directly supervise the Patient Navigators. This position will also provide patient navigation services which are consistent with state and federal guidelines, as needed. 

QUALIFICATION REQUIREMENTS:

 - Commitment to excellent customer service and the mission, vision and values of Planned Parenthood of Wisconsin.  

- Must have an understanding of patient navigation activities.  

- Must have a commitment to diversity, equity and inclusion and belonging.    

- Ability to build and sustain relationships with diverse groups including patients, organizations, and health care providers.   

- Committed to providing non-judgmental, patient centered care to ensure the highest level of patient satisfaction.  

- Ability to demonstrate effective leadership and organizational skills.  

- Analytical thinking skills and the ability to exercise sound judgement when making decisions.  

- Proven written and interpersonal communication skills.   

- Experience in electronic health records (EHR), Office 365, and Microsoft Office Products.   

- Ability to handle sensitive information in a confidential manner.    

- Bilingual skills desirable. 

SUPERVISORY EXPERIENCE:

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; providing feedback; appraising performance; addressing complaints and resolving problems.   

EDUCATION and/or EXPERIENCE:

Bachelor's degree and two years of experience in patient navigation, care coordination, social work or a related role in health care or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired may be considered.    

Must have demonstrated a minimum of one year of supervisory experience.    

PHYSICAL REQUIREMENTS:   

Physical demands of the position necessitate hearing, talking, handling and grasping regularly.  May require lifting up to 30 pounds. Specific vision conditions include close vision reading. Requires the ability to operate a computer, telephone, fax, copy machine and adding machine or calculator.  Requires the ability to operate medical equipment.  

WORKING CONDITIONS:

The position is generally performed in a medical environment but involves frequent interruptions.  The noise level is usually moderate.  The work environment characteristics are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations, however, may be made to enable individuals with disabilities to perform said essential functions. 

 Availability to work flexible hours.  Evening and/or weekend hours may be necessary. 

• including, but not limited to, the following:

• Lead the day-to-day operations of the Patient Navigation program activities including oversight of staff and daily workflow, and monitoring of compliance with all PPFA, PPWI, and regulatory practices, policies and procedures 
• Provides direct patient care as needed according to PPWI and PPFA program and medical standards and guidelines and documents accordingly in the EHR system. Facilitates communication between the patient, PPWI providers and other external providers, managing health care records, referrals and needs, informing patients on financial aspects of care and linking patients to medical and non-medical services and resources as needed.   
• Creates an environment that stresses affirming, patient centered care and responsive service delivery. In cooperation with the PSAT and other Center Managers, develops recommendations for improving patient care and providing quality customer service in PPWI health centers.  
• Participates in PPWI’s affiliate-wide risk and quality management program including clinical and operational audits and reporting of incidents and occurrences.  
• Prepare and present reports as needed to demonstrate program activities, effectiveness or compliance with requirements set by funders or as needed for internal purposes. 
• Resolves patient complaints and requests for service promptly and courteously.  

• Develops, implements, and improves initiatives to ensure high quality service to PPWI patients in collaboration with health center and other agency teams.  
• Accurately implements and ensures compliance with all PPFA, PPWI and regulatory policies, practices, protocols, procedures and standards in health center operations.  
• Identifies opportunities to improve efficiency of workflows and facilitates necessary adjustments through implementation of program-specific workflows which reflect, and support patient and staff needs.  
• Utilize data and feedback from patients and staff to continuously assess and enhance the effectiveness of patient navigation services. 
• Establishes and maintains contact with any agencies with which PPWI has current relationships. Identifies and develops new relationships with healthcare, community organizations and other external partners that support patient access to services. Remain aware of current services offered by service providers.  
• Oversee the collection and maintenance of accurate records related to patient navigation services, including documentation of referrals, follow-ups, and patient outcomes. 
• Performs other duties as assigned. 

PPWI is an equal opportunity employer committed to diversity in the workplace.