Adherence Navigator Supervisor Rn

CareMetx is dedicated to supporting the patient journey by providing adherence services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovators.

Job Title: Adherence Navigator Supervisor RN

POSITION SUMMARY:

The Adherence Navigator Supervisor will be responsible for the direct supervision, support, and coaching of the Adherence Navigators. The successful candidate will work collaboratively with the Account Teams, Operations Managers/Adherence Navigator Managers, and QA Specialists to grow and develop an Adherence Navigator Center of Excellence. The Adherence Navigator Supervisor must ensure our Adherence Navigators deliver effective, high-quality patient support in alignment to our goals and standards. Equally, the Adherence Navigator Supervisor is responsible for ensuring compliance with client reporting standards, HIPAA privacy, and other mandated protocols. Additionally, the Adherence Navigator Supervisor will work with the Adherence Navigator Manager to ensure all new programs, support channels, and services are delivered flawlessly. CareMetx is a learning organization, and the Adherence Navigator Supervisor will be responsible for leading the delivery of ongoing training, coaching, and advancement opportunities for his/her team in collaboration with the Adherence Navigator Manager.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Exercise good judgment in making decision on any performance management steps needed in response to results below expectations.
• Protect confidential patient health information (PHI) in accordance with HIPAA Standards and other associated regulatory bodies.
• Provide actionable goals and reward good performance in collaboration with Leadership.
• Participate in quality monitoring process where calls and electronic records are reviewed to ensure patient received the highest quality support possible.
• Provide Management with regular performance feedback.
• Ensure staff development and retention.
• Proactively seek opportunities to improve efficiency and quality.
• Ensure team goals and metrics are met and exceeded.
• Ensure good communication and sharing best practices across all programs globally.
• Discuss/analyze trend data to management with recommendations for continuous improvement.
• Complies with all appropriate program policies and procedures.
• Lead staff meetings to communicate, collaborate, and build team.
• Provide trend data to management with recommendations for continuous improvement.
• Other duties as assigned within the scope of responsibilities and requirements of the job.
• Analyze reports/metrics for Management review at the individual, team, and overall levels.
• Protect confidential patient health information (PHI) in accordance with HIPAA Standards and other associated regulatory bodies.
• Collaborate with Franchise Partners to drive shared success and profitability.
• Identify opportunities and implement solutions focused on continuous improvement.
• Participate in recruitment, training and orientation of new staff.
• Represent CareMetx and our clients by delivering excellent patient support that follows the CareMetx protocols and program materials.
• Collaborate with the manager and account team partners to develop and assist in providing world class training programs (New Hire and Ongoing).
• Maximize the education and development of new and existing staff.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

Required:

• Previous Nurse Telehealth and Video Support
• Licensed Registered Nurse
• Background in customer/patient service
• 2 Years of professional experience
• Proficient in use of CRM technology

Preferred:

• Experience with communicating with patients over the phone
• Bilingual (Spanish)
• Experience working in a medical office or infusion center

MINIUMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Adaptable and flexible to new situations.
• Strong organizational and time management skills.
• Ability to communicate effectively both orally and in writing.
• Strong attention to detail.
• Strong computer application skills.
• Work from home position, requires a dedicated office space that is quiet and free from distractions
• Strong interpersonal skills, team player.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee must occasionally lift and/or move up to 10 pounds.
• While performing the duties of this job, the employee is regularly required to sit.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Schedule:

• Some travel may be required
• Must be flexible on schedule and hours

CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.

At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.

CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.