Supervisor, Patient Navigation

Employment Type:Full timeShift:Day ShiftDescription:Job Title: Supervisor, Patient NavigationEmployment Type: Full-TimeShift: Monday - Friday, Day shiftLocation: St. Mary Medical Center - Langhorne, PAPosition PurposeThe PNC Supervisor provides administrative and staff oversight as well as the daily operations of a centralized contact center serving the Medical Group. This role provides functional leadership, quality oversight, and subject matter expertise to ensure efficient patient access and high-quality service delivery. The Supervisor assists with real-time operational management, staff support, performance monitoring, and continuous improvement initiatives while ensuring compliance with organizational and regulatory standards.As a Supervisor, you will:Responsible for managing daily contact center operations, including call queue oversight and real-time workflow adjustmentsProvide escalation support for complex patient issues, scheduling challenges, and service recovery situationsMonitor, in real time, key operational metrics such as calls in queue, wait times, abandonment rates and adjust as needed.Ensure adherence to standardized workflows for all tasks and update workflows when necessary.Coordinate with leadership to ensure appropriate staffing coverageParticipates in and completes other duties as assigned.Support onboarding and ongoing training of new and existing staffReinforce standardized workflows, scripting, and best practicesContribute to development and maintenance of training materials and job aidsMinimum Qualifications:High School Diploma or equivalent is requiredMinimum of three to five years in healthcare scheduling, patient access, or contact center operationsDemonstrated experience in scheduling, referrals, authorizations and insurance workflowsProficiency in Epic and billing systemsStrong understanding of Medicare and Medicaid regulationsSkilled in Microsoft Office, especially ExcelKnowledge of contact center technology and function (eGain, Finesse, call flows, dashboards)Proven leadership and team development abilitiesEffective in strategic planning, execution, and change managementHigh attention to detail with strong organizational and time management skillsPosition Highlights and Benefits:Comprehensive benefit packages, including medical, dental, vision, mental health, paid time off, 403B, education assistance and voluntary benefits (pet insurance, accident insurance, hospital indemnity and others) available from the first day of employment.  Work/Life balance with flexible schedules.  Free onsite parking.  Our mission and core values are what drive each member of Trinity Health to support each other, communicate openly and respectfully while embracing a culture that nurtures a healing, safe environment for all.   Referral Rewards ProgramOur Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.