Supervisor-Participant Navigation Center-PACE
Neighborhood Healthcare
Murrieta, CA
Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together. Neighborhood Healthcare PACE is a managed medical plan built around surrounding participants with a team of physicians, nurses, social workers, therapists and care coordinators to help them maintain good health and a good quality of life. Our goal is to keep our seniors happy and healthy at home surrounded by their family and community. As a private, non-profit 501(C) (3) community health organization, we serve over 500k medical, dental, and behavioral health visits from more than 100,000 people annually. With two PACE centers located in Riverside County, our PACE program is positioned to serve over 650 senior participants. Under the direction of the PACE Center Manager, the PACE Participant Navigation Center Supervisor is responsible for the operations of the Participant Navigation Center, ensuring that efficient systems are in place and staff is properly trained. The Participant Navigation Center Manager implements and evaluates systems within the center that promotes quality of care while monitoring cost effectiveness and collects, organizes and shares data with appropriate staff for continual quality improvement of operations. Maintains awareness of factors that affect the participant experience, including interactions in the work environment. Directs and motivates stakeholders to take action that consistently delivers high quality participant care and exceptional participant experience. Schedule: M-F, 8am-5pm. This position is fully onsite. Responsibilities
- Supports the mission, vision and values of Neighborhood Healthcare PACE.
- Emphasize, demonstrate, promote and adhere to excellent customer service skills including professionalism, confidentiality and proper etiquette.
- Prioritizes staffing, workflows and skill development as appropriate to respond to customer needs.
- Fosters effective communication and team building among staff to enhance employee and participant satisfaction.
- Participates in monthly manager meetings, monthly operations meeting and other meetings as directed. Conduct department meetings as needed. Share information with support staff, providers, administration and other staff as needed.
- Assists with the development, implementation and monitoring of policies and procedures related to referrals for external or internal operations.
- Manage daily operations and oversee the department's work plan, ensuring compliance with regulations, policies, and performance standards.
- Manages/Monitors productivity, quality metrics for the department and works with department on needed improvements.
- Provides updates and insight on analysis, and reporting of the department on a monthly basis or as directed by Leadership.
- Works on continuous quality improvement for department; this includes responding to participant /provider/staff feedback.
- Contacts Providers or appropriate staff as necessary to maintain complete and accurate Participant Records.
- Integrate referral and medical record management with ongoing medical and case management activities.
- Attends and actively participates in required meetings and committees as requested.
- Works with HR in recruitment of staff, orientation, training, coaching, and skills development.
- Holds knowledge and acts as a resource to all staff regarding policies, procedures, and regulations related to the Participant Navigation Center.
- Provides staff coverage as needed.
- Other duties as assigned.
- Completes performance evaluations for direct reports.
- Makes recommendations to Human Resources regarding new hires, transfers, suspensions, promotions, discharge, assignments, rewards or discipline.
- Evaluate staff performance against job description criteria with input from Site Managers, Providers and other staff, and provides guidance and coaching to develop an individual as well as department to highest potential
- Assist and conduct department meetings to promote communication, assess and resolve needs and foster teamwork
- Work collaboratively with Human Resources to provide appropriate and timely follow-up on employee relations issues that require coaching and/or discipline.
- Keep staff informed of organizational activities and promote Neighborhood Healthcare mission and goals.
- Respond promptly and with caring actions to participants and employees. Acknowledge psychosocial, spiritual and cultural beliefs and honor these beliefs.
- Maintain professional working relationships with all levels of staff, clients and the public.
- Be part of a team and cooperate in accomplishing department goals and objectives
- High school/GED required. Bachelor’s degree preferred.
- Minimum of two years' experience in medical management for managed care, including claims, referral authorization, and/or front/back-office duties required
- Minimum of two years’ experience in supervisor or management position in healthcare or related field preferred.
- Experience working collaboratively with some and/or all the following disciplines: nursing, social work, psychology, recreation, occupational therapy, physical therapy, speech therapy, dietetics, and/or gerontology preferred.
- Bilingual: English/Spanish preferred
- Current Basic Life Support (BLS) certification is required upon hire and must be maintained as a condition of employment. These courses must follow AHA guidelines, but may be completed through approved online providers such as ProMed or other equivalent programs that meet recognized BLS standards
- Emotional intelligence (EI), the ability to be sensitive to and understand the emotions of others and to manage his or her own emotions and impulses required.
- Effective verbal and written communication, organization and interpersonal skills.
- Ability to interface with all levels of personnel in a professional manner.
- Ability to work with people of all social and ethnic backgrounds and maintain confidentiality.
- Ability to work independently and as part of a team. Able to assume leadership role in a health care organization.
- Able to train and develop staff.
- Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
- Ability to successfully manage multiple tasks simultaneously
- Excellent planning and organizational ability
- Ability to work as part of a team as well as independently
- Ability to work with highly confidential information in a professional and ethical manner
- Ability to lift/carry 50 lbs/weight
- Ability to stand for long periods of time
Posted 2026-01-27
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