Mgr - Patient Navigation - LBHMG

Mgr - Patient Navigation -

LBHMG Summary Who We Are:

LifeBridge Health is a dynamic, purpose-driven health system redefining care delivery across the mid-Atlantic and beyond, anchored by our mission to "improve the health of people in the communities we serve." Join us to advance health access, elevate patient experiences, and contribute to a system that values bold ideas and community-centered care. About the

Role:

The Patient Navigation Manager is a working manager who is responsible for the daily supervision of departmental staff consisting of a team of agents representing a specific scheduling team focusing on the daily operation of the various telephone access functions, which can include, scheduling, registration, insurance verification, referrals, triage, etc. The manager will act as a vital member of the Contact Center Team to ensure that all Contact Center policies and procedures are consistent with established LifeBridge Health protocols. Additional responsibilities include staff training and education regarding customer service, patient and department complaint resolution, and efficient departmental operations.

KEY RESPONSIBILITIES

Implements, organizes, directs, and manages contact center strategies and operations; improving systems and processes; managing staff directly to ensure effective daily operations and positive morale. Supports departmental goals and inbound specific patient contact metrics as established by leadership. Reviews Contact Center reports; analyzes call data; identifies potential call response stress points and recommends solutions. Organizes department personnel schedules to ensure optimal staffing to attain call targets and attain or exceed goals. Prepares payroll and completes work schedules as needed to ensure adequate staffing levels. Supervises and maintains the productivity of agents, focusing on maintaining and/or exceeding certain contact call performance targets, metrics, etc. Complies and ensures all Contact Center departmental policies and procedures are defined, maintained, distributed, and enforced accordingly. Assumes on-call responsibilities to ensure adequate staff and problem-solving in a timely manner with minimal impact on the department.

REQUIREMENTS

Education:

Bachelor's degree preferred

Experience:

3 -5 years of experience #

LI-DNI Additional Information What We Offer:

Impact:

Join a team that values innovation and outcomes, delivering life-saving care to our youngest and most vulnerable patients.

Growth :

Opportunities for professional development, including tuition reimbursement and developing foundational skills for neonatal critical care leadership and advanced certification.

Support:

A culture of collaboration with resources like unit-based practice councils and advanced clinical education support — improving both workflow efficiency and patient outcomes and allowing you to work at the top of your license.

Benefits :

Competitive compensation (additional compensation such as overtime, shift differentials, premium pay, and bonuses may apply depending on job), comprehensive health plans, free parking, and wellness programs. Why LifeBridge Health? With over 14,000 employees, 130 care locations, and two million annual patient encounters, we combine strategic growth, innovation, and deep community commitment to deliver exceptional care anchored by five leading centers in the Baltimore region: Sinai Hospital of Baltimore, Grace Medical Center, Northwest Hospital, Carroll Hospital, and Levindale Hebrew Geriatric Center and Hospital. Our organization thrives on a culture of

CARE BRAVELY

—where compassion, courage, and urgency drive every decision, empowering teams to shape the future of healthcare. LifeBridge Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex or sexual orientation and gender identity/expression. LifeBridge Health does not exclude people or treat them differently because of race, color, national origin, age, disability, sex or sexual orientation and gender identity/expression.