Care Navigation Program Manager

Care Navigation Program Manager is responsible for overseeing the Care Navigation program, ensuring existing programs operate efficiently and new programs are successfully implemented and onboarded. This role will manage relationships with health plan partners and oversee internal policies, procedures, workflows, and teams conducting care navigation activities.

This position will also provide telephonic care navigation services to individuals receiving services through various programs including: 1115 waiver programs, ILOS & VAB programs as needed during implementation and onboarding periods.

The Program Manager reports to the Director of Intake. This is a fully remote position and may be located anywhere within the United States. Occasional travel to offices in Iowa and New York may be required.

Remote hires will be required to travel to our headquarters in Ankeny, IA (company paid) on their first day for orientation.

• Provide telephonic care navigation services, including screening, navigation, and care management support to individuals receiving services through the New York Social Care Network (SCN)
• Complete care navigation activities within SCN technology platforms, including Unite Us and other designated systems
• Document all care navigation activities accurately and timely within the client record
• Create and maintain clinical SOPs and workflows that are evidence-based and meet standard of care
• Allocate care navigation resources based on client needs and acuity/tier level
• Implement and manage time-based billing workflows and documentation processes
• Collaborate within an interdisciplinary team to deliver high-quality, person-centered care navigation services in partnership with:
• Nutritional Counseling Team
• Intake Team
• Health Care Partners
• Implementation Team
• Billing Team
• Supervise and provide oversight to a team of frontline, non-licensed care navigators.
• Assign and monitor daily and weekly work activities for team members
• Ensure care navigation services meet professional standards, organizational policies, and industry best practices
• Support staff development and maintain professional expertise through continuing education, professional publications, networking, and participation in relevant professional organizations

• Master's degree in Social Work
• Active, unrestricted licensure as a Licensed Clinical Social Worker (LCSW), Licensed Independent Social Worker (LISW), Licensed Mental Health Counselor (LMHC) or equivalent independent clinical social work license in the applicable state of residence
• Minimum of two (2) years of experience in care management, care coordination, managed care, or a related healthcare setting
• Experience working with individuals experiencing food insecurity, substance use disorders, behavioral health needs, homelessness, and/or transition from incarceration or institutional settings
• Experience building processes, workflows, or programs
• Prior supervisory or team leadership experience. Particularly, leading through change or ambiguity
• Ability to both capture and analyze data
• Excellent written, verbal, and interpersonal communication skills
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Proficiency with Microsoft Excel and other standard office technology platforms
• Exceptional attention to detail and ability to prioritize competing tasks and projects effectively
• Ability to work independently with minimal supervision while exercising sound professional judgment
• Ability to routinely use standard office equipment and technology, including laptop computers and smartphones

• Training or certification in Trauma-Informed Care, Motivational Interviewing, and/or Crisis De-escalation techniques
• Previous experience providing telephonic screenings, care navigation, and care management services

• Repetitive motions that include the wrists, hands and/or fingers
• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus