Director of Care Navigation

Curative wants to change the view on what a health plan can be. Born out of the pandemic, we created a health plan reinvented for a post-pandemic world that is built around whole-person affordable preventive care featuring more benefits. Care Navigators are at the core of the Curative member-oriented health plan. The Care Navigator team is assigned members to help patients navigate healthcare, engage in preventative care and partner with them in achieving their health goals. Curative is looking for a Director of Care Navigation who is passionate in leading

this essential Care Navigator team to new levels of member engagement and health outcomes. For Curative, it all starts through the Care Navigator team and a member engaging baseline visit where members learn about their plan, discuss health goals and develop their personalized strategy with our combined clinical and care navigator team. This Director of Care Navigation will be innovative and resourceful in designing the most effective member engagement channels across phone, email, text messaging support, and coordination of medical services for member support.

This is a remote position requiring flexibility to support as needed.

Essential Duties And Responsibilities

• Direct management of Care Navigation and Quality Assurance Teams.
• Accountable for achieving and exceeding department level business objectives, KPIs, population health goals, and member satisfaction.
• Deliverables include developing & deploying execution strategies; recruiting, hiring, training, managing and developing staff.
• Collaboration within the customer success organization and with other cross-functional partners to deliver on process design, scaling operations, and optimizing member experience and health outcomes.
• Leads, inspires, and directs the team. Monitors and directs workload activities to meet business objectives and drive best in class customer experience. Represents the company professionally, ethically and morally at all times. Ensures a high level of liaison within the department and other departments & staff to ensure coordination of activities.
• Frequently interacts with subordinates, customers, and/or functional peer group managers, director, vp’s, and c-level, normally involving matters for the overall team objectives, between functional areas, other company divisions, or customers and the company. Often must contribute to a cooperative effort.
• Utilizes team dashboards and reporting tools to drive teams to meet member and provider experience objectives.
• Drives initiatives and recommendations or implementation of process improvements working cross- functionally with a focus on improved customer experience, team efficiency, and high levels of member engagement and follow-up.
• Resolves escalated issues from members and internal teams to improve customer experience.
• Work with the management team to continually evaluate team structure, technology and tools in effort to support exceptional customer experience, efficient processing, and member resolution.
• Identify and recommend process, policy, system, and technology improvements to optimize accuracy , drive efficiency, and a cost effective model of the care navigation team.
• Responsible for understanding and ensuring employees follow corporate policies and procedures including quality compliance requirements.
• Performs other duties as assigned. All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.
• Work adhering to US regulatory and Quality System requirements (21 CFR 820, etc).
• This position assumes and performs other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Experience in leading call center teams with a focus on member engagement, member education, case management, access to care, and population health outcomes.
• The successful candidate will be a proven leader with the ability to motivate, empower, and challenge direct reports to innovate and collaborate while building flexible processes and infrastructure for a best-in-class customer support group in a dynamic environment.
• Internal candidates must have been in their current role for at least 6 months and have no performance or attendance actions in effect.
• Ability to analyze and manipulate data to understand trends, team needs and root cause issues.
• Proven ability to quickly develop expertise, multi-task, embrace change and innovate in a fast-paced start-up environment.
• Experience in working in high growth environment and scaling teams particularly
• Excellent communication and interpersonal skills. Well developed interpersonal and leadership skills.
• Highly motivated and successful individual who can build and maintain a positive, challenging and dynamic work environment.
• 5+ years leadership or management experience within Health Insurance & Care Navigation environment
• At least 3+ years managing a remote team.
• Experience working with Google Suite, Claims System, Slack, EMR, and Trello knowledge preferred.
• Proven track record managing teams and driving process improvement initiatives
• Must be flexible with schedule from day to day

EDUCATION And/or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

WORK ENVIRONMENT

• Remote position
• Must have a quiet place, secure, with no distractions to perform duties for work from home
• Must have password protected, stable internet access - stipend will be provided
• Work location MUST be secure and private to maintain HIPAA compliance for work from home
• Office equipment will be supplied including: PC, monitor, keyboard, mouse, headset
• While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; talk; and hear.
• The employee is frequently required to reach with hands and arms.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• We also request, with the exception of emergencies, that you do not request any time off within the first 120 days of employment. Any request within the first 120 days if approved will be unpaid
• For this position the percentage of expected Travel is:20% of the time depending on residential location

TRAINING EXPECTATIONS

• You will attend a 3 week minimum remote training program. Attendance is mandatory for the full training program
• Training will be Monday through Friday 8:30am - 5pm PST
• You will be required to take daily competency exams and a retention exam on the Friday of all weeks of training. Passing grades are 90% or above.
• We also request, with the exception of emergencies, that you do not request any time off within the first 120 days of employment. Any request within the first 120 days if approved will be unpaid