Navigation Service Line Leader (Navigation Manager)

Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.

Our vision is care that enables everyone to achieve their best health. So, we’re creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties.

As a public benefit corporation and Certified B Corp™, Homeward’s mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation™ platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.

Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.

The Opportunity

The Navigation Service Line Leader will oversee and drive the performance of the Navigation Service Line, ensuring the effective delivery of services that connect members with clinical and non-clinical resources outside of Homeward. This central role will manage a hybrid model of local and centralized staff, leveraging automation and process optimization to maximize efficiency and member satisfaction. The ideal candidate will bring expertise in healthcare operations, team leadership, and innovative solutions to enhance navigation services.

What You'll Do

• Service Line Leadership and Performance Management:
• Oversee the strategic direction and day-to-day operations of the Navigation Service Line, ensuring alignment with Homeward’s goals.
• Manage performance metrics for local and central Navigation staff, ensuring timely and effective delivery of services.
• Develop and monitor key performance indicators (KPIs) to evaluate member satisfaction, task resolution rates, and efficiency.
• Technology Implementation
• collaborate with engineering and design teams to define  requirements
• successfully deploy software technologies that will drive improved productivity
• Drive training and enforce adoption
• Operational Oversight:
• Lead the evolution of a hybrid staffing model, integrating local and central Medical Assistants (MAs), Community Health Workers (CHWs), and other centralized resources.
• Establish and refine workflows to delineate which tasks are best performed locally versus centrally.
• Identify opportunities to implement automation to assist Navigators and create scalability within the service line.
• Capabilities Management:
• Ensure seamless member access to existing benefits through information provided by health plan partners and government agencies.
• Develop and maintain curated directories of local and national third-party services, ensuring Navigators can effectively connect members with resources.
• Oversee clinical support activities, such as appointment scheduling, successfully routing members to their local PCPs or specialists, and navigating healthcare systems.
• Lead the implementation of technical support initiatives to assist members in using telemedicine, remote monitoring, home lab kits, SMS, and other technologies.
• Team Collaboration and Stakeholder Engagement:
• Work closely with local and central teams to ensure a cohesive and scalable delivery of navigation services.
• Partner with technology teams to design and deploy automation tools that support Navigator workflows.
• Collaborate with health plan partners and community organizations to align Navigation services with member needs and external resources.
• Process Improvement and Innovation:
• Continuously assess and optimize workflows to improve efficiency and member outcomes.
• Explore and implement innovative solutions for scaling Navigation services, including leveraging automation and data-driven decision-making.
• Monitor industry trends and best practices to ensure Homeward’s Navigation Service Line remains at the forefront of member support.
• Oversight of Social Determinants of Health (SDoH) Services
  Strategy and Integration: 
  Integrate SDoH services into Navigation workflows, addressing barriers like transportation, housing, food security, and financial assistance.
  Align SDoH initiatives with Homeward’s mission and member needs.
  Resource Management:
  Develop and maintain a centralized directory of local and national SDoH resources.
  Collaborate with CHWs and local teams to tailor resources to market-specific needs.
  Member Support:
  Oversee SDoH assessments and ensure timely referrals to appropriate resources.
  Leverage analytics to track trends and develop targeted interventions.
  Collaboration and Optimization:
  Build partnerships with community organizations and agencies to expand resource access.
  Utilize technology and automation to streamline SDoH workflows and improve efficiency.
  Measurement and Impact:
  Track metrics to evaluate the impact of SDoH services on health outcomes and member satisfaction.
  Continuously refine strategies based on data insights.
  
  

What You Bring

• Bachelor’s degree in Public Health, Healthcare Administration, Social Work, or a related field (Master’s preferred).
• 5+ years of experience in healthcare operations, care coordination, or resource navigation, with at least 2 years of leadership experience.
• Demonstrated experience addressing SDoH in a healthcare or community setting.
• Proficiency in leveraging data and technology to manage SDoH and insurance benefit services and workflows.

WOW Factor

• Experience working with vulnerable populations, particularly in rural or underserved areas.
• Certification or training in SDoH-related fields, such as Community Health Worker (CHW) certification or equivalent.
• Familiarity with value-based care models and the integration of SDoH services into healthcare delivery.
• Background in building partnerships with community organizations and managing cross-sector collaborations.

What Shapes Our Company

• Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health
• Compassion and empathy
• Curiosity and an eagerness to listen
• Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
• Strong focus on sustainability of our business and scalability of our services, to maximize our reach and impact
• Nurturing a diverse workforce, with a wide range of backgrounds, experiences, and points of view
• Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!

Benefits

• Competitive salary and equity grant
• Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees
• Unlimited Paid Time Off
• Company-sponsored 401k plan

The base salary range for this position is $120,000 - $160,000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, location, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package.

At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.

Homeward is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.