Job Description

Purpose: The Supervisor, Care Navigators (CNs) is a registered nurse responsible for leading, developing, and overseeing a team of telehealth nursing professionals who provide education, adherence support, and patient navigation for patients with rare and complex diseases. This role ensures exceptional service delivery, patient experience, clinical quality, and program compliance while supporting continuous improvement across operational workflows. The Supervisor provides day-to-day coaching, performance oversight, training reinforcement, and escalation support, ensuring all CN activities align with program business rules, regulatory standards, and nursing best practices. This leader collaborates closely with internal teams, healthcare professionals, infusion sites of care, specialty pharmacies, payers, and manufacturer partners to optimize patient experience, streamline processes, improve adherence, and drive program success. Team Leadership & Development • Supervise, mentor, and develop a team of Nurse Care Navigators, providing regular coaching, performance feedback, and professional development opportunities. • Ensure consistent delivery of clinically accurate, empathetic, and patient-centered telehealth support. • Conduct regular quality monitoring of clinical interactions, patient assessments, documentation, adherence coaching, and use of motivational interviewing. • Lead team huddles, clinical refreshers, and ongoing training to reinforce disease state expertise, product knowledge, and program requirements, approved updates, and revisions. • Support team members in managing complex patient cases, therapy onboarding challenges, and escalated clinical or psychosocial concerns. • Foster a collaborative, accountable, and patient-first culture aligned with nursing standards, service excellence, and core values. Operational Oversight & Program Management • Ensure the CN team executes all program deliverables, business rules, KPIs, and regulatory requirements. • Monitor daily staffing, call volumes, case distribution, and workload balancing to maintain high efficiency and service levels. • Oversee CN documentation accuracy, timeliness, and compliance with HIPAA, quality standards, and reporting requirements. • Track team performance trends (e.g., adherence calls, follow-up completion, education completions, quality scores) and implement improvement plans as needed. • Assist in creating or updating program SOPs, training materials, job aids, and process documentation to support consistent, high-quality execution. • Collaborate with internal/external leadership to streamline workflows and enhance clinical operational efficiency and the patient journey. Clinical Excellence, Telehealth Support & Safety Management • Maintain clinical knowledge of disease states, therapies, dosing administration, side-effect management, and monitoring requirements, as required by the program business rules. • Support team in applying motivational interviewing, behavioral coaching, and adherence reinforcement strategies. • Provide expert guidance on evaluating patient needs, clinical risks, and adherence barriers. • Works collaboratively with infusion healthcare facilities and providers to integrate Care Navigator services for successful patient care coordination and follow up per HUB protocols. • Ensure proper escalation and reporting of adverse events, product complaints, and safety concerns according to program policy. • Support CNs in coordinating lab monitoring, specialty distribution, infusion logistics, and other aspects of the patient journey. • Function as a subject matter expert (SME) for internal stakeholders and manufacturer partners. Stakeholder Collaboration • Act as a liaison between CN teams and cross-functional partners, including HCP offices, specialty pharmacies, infusion centers, payers, and manufacturer clients. • Address escalated patient, provider, or client concerns with professionalism, clinical expertise, and urgency. • Contribute to client meetings, cross-functional discussions, business reviews, and launch readiness activities. • Support system enhancements, process rollouts, and change-management initiatives. Continuous Improvement & Quality Assurance • Analyze team performance trends, patient feedback, and workflow bottlenecks to identify improvement opportunities. • Lead initiatives to enhance patient adherence, onboarding efficiency, satisfaction, and clinical support effectiveness. • Implement performance improvement / corrective action plans to address quality gaps, compliance issues, or training needs. • Support audit readiness and participate in internal/external audits to ensure adherence to all operational, clinical, and regulatory standards. Required Qualifications • Active, unrestricted RN license; Bachelor of Science in Nursing required. • 3–5+ years of clinical nursing experience, including at least 2 years in a leadership, mentorship, quality oversight, or team-lead capacity. • Experience in telehealth, specialty pharmacy, case management, and/or adherence support, or patient-services/HUB operations. • Strong verbal and written communication skills with the ability to guide both clinical staff and external stakeholders. • Proven ability to inspire, coach, develop, and lead high performing clinical team members while maintaining accountability. • Proficiency with Microsoft Office (Word, Excel, Outlook) and comfort navigating multiple systems simultaneously. • Strong prioritization, critical thinking, and time-management skills in a fast-paced, evolving healthcare environment. • Demonstrated commitment to documentation accuracy, regulatory compliance, and patient privacy standards. • Working knowledge of third-party reimbursement, foundation support pathways, copay/affordability programs, and specialty drug access challenges. Preferred Qualifications • Supervisory, team-lead, or quality-review experience within a HUB, patient-services, or specialty-therapy support program. • Experience developing training content, coaching on motivational interviewing, or facilitating clinical skill-building training sessions. • Advanced presentation and communication skills for client facing quality business reviews and leadership interactions. • Clinical experience in infusion and/or rheumatology a plus.

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