Description: POSITION TITLE: Referral Navigation Team Lead LOCATION: HOPE Clinic REPORTS TO: Director of Clinical Services and Quality Improvement EDUCATION: Associates degree required; Bachelors degree preferred; Certified Community Health Worker (CHW) preferred. Experience can be substituted for education WORK EXPERIENCE: 4 years or more in healthcare preferred SALARY: $18.00 - $25.00/hour FLSA STATUS: Hourly – Non-Exempt POSITION TYPE: Full-Time LANGUAGE: Fluent in English; Bilingual in English and Spanish, Arabic, Burmese, Chinese or other languages is required

HOPE Clinic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

JOB SUMMARY: The Referral Navigation Team Lead will supervise the Referral Navigators who provide assistance to patients of HOPE Clinic. Responsible for ensuring not only the processing of all referrals initiated by providers in the appropriate service line but also to ensure equitable distribution of referrals to Navigators regardless of location of staff member or provider. Will ensure an active roster of high-quality specialists and determine patient satisfaction level of the referral. Assist staff with referral processing if necessary.

MAJOR DUTIES & RESPONSIBILITIES: Review and assign incoming referrals equitably to Referral Navigators; Review Referral Navigators documentation and coach as required; Stay up to date with external referral sources, scheduling processes, and communicates with team based on services needed; Assist with referral processing as needed and provide documented justification for team increase; Review and train new team members; Approve payroll for team members; Follow-up on patient concerns; Work with patient, Referral Navigator and other staff to coordinate necessary arrangements to ensure patient attendance at appointments (i.e., transportation, translations, etc.); Notify finance staff, supervisor and management team of issues with having adequate referral sources for patients due to insurance deficiencies; Service and respond to customer and patient questions, issues and/or concerns; Securely and accurately document all patient information; Interpret dictation and respond accordingly; Submit Agency forms and documentation in a timely manner. (Improvement activities, response to memorandums, travel reconciliation, supply requests, leave requests, monthly in-service); Actively participate in agency performance improvement initiatives such as chronic care management and utilizes the approved methodology such as PDSA; Ensure timely submission of paperwork and reports; Communicate with other clinics, specialists, physicians, management, and billing; Maintain updated patient information and referral forms; Positively contribute to staff morale and corporate culture; Ensure that work assignments and information gathered from day-to-day work is not shared with anyone and protects all patient and agency information. Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality; Ensure that our patients get the best possible care; Schedule and contact patients for required programs and appointments as assigned Perform other duties as assigned; Attend on-site/off-site community engagement activities and on-site/off-site clinic events as needed; Perform other duties as assigned to support the organization’s Mission, Vision and Values . Requirements: QUALIFICATION REQUIREMENTS: Minimum of three years in health education, patient referral and navigation, and/or health clinic patient assistance field; Proficient in electronic health record (EClinicalWorks preferred) and EBO other software packages for referral quality of the team Understand the requirement of Patient Centered Medical Home and lead team towards quality patient referral coordination and documentation Insurance and medical experience preferred; Knowledge of and experience in developing, implementing and working in a referral management program; Knowledge of existing social service programs available in Houston area and Harris County; Proficient in all Microsoft Office components; Must be able to utilize the Internet; Strong written and oral communication skills; Strong customer service skills; Must be detailed oriented and able to handle multi-tasks; Office equipment (e.g., computer, copier); Detail oriented; Must be able to handle multiple tasks, complexity, and diversity of customers. EDUCATION and/or EXPERIENCE: High School diploma or GED is required; BA Degree is preferred. Experience in the medical field and referral/patient navigation is preferred. Texas certified Community Health Worker (CHW) preferred (or willing to obtain this certification).

OTHER SKILLS and ABILITIES: Bilingual (Vietnamese, Chinese, Arabic and/or Spanish with English) is preferred. Above average skills in language ability as well as public speaking and writing. Must have good transportation and a valid Texas Driver’s license.