Job Details

The Care Navigation Manager is responsible for leading and coordinating the intake process for hospice referrals. This position ensures that referred patients and their families are compassionately guided through the referral and access process, including explaining hospice services, verifying eligibility, and scheduling initial assessments and admissions. The manager supervises care navigation staff and ensures that all inquiries and referrals are handled with sensitivity, efficiency, and in accordance with regulatory standards.

Key Responsibilities:
• Oversee the care navigation team responsible for receiving and processing all hospice referrals.
• Ensure the prompt and accurate intake of patient information, including clinical details, insurance verification, and documentation.
• Ensure care navigation staff provide clear and compassionate explanations of hospice services, goals, and eligibility.
• Oversee the coordination and scheduling of initial hospice visits, admissions assessments, and other onboarding appointments in collaboration with the admissions team.
• Monitor referral-to-admission timelines to ensure timely access to care and high-quality service delivery.
• Ensure accurate records and documentation in the electronic health record (EHR) system and ensure compliance with all HIPAA, Medicare, and state regulatory requirements.
• Train, supervise, and support intake and care navigation staff to uphold high standards of customer service, communication, and operational efficiency.
• Identify and address barriers to timely admission and proactively resolve issues impacting access to care.
• Develop and maintain standard operating procedures for the intake process, with a focus on continuous quality improvement.
• Generate reports on referral volume, conversion rates, response times, and other key performance indicators.

Qualifications:
• Bachelor’s degree in nursing, healthcare administration, social work, or a related field preferred.
• Minimum 3 years of experience in hospice, home health, or healthcare intake/admissions.
• 1–2 years of supervisory experience in a healthcare setting preferred
• Exceptional communication and interpersonal skills with a compassionate, patient-centered approach.
• Familiarity with hospice philosophy, eligibility criteria, and regulatory guidelines.
• Proficiency in EHR systems and Microsoft Office Suite.
• Strong organizational and problem-solving skills with the ability to manage multiple priorities.

Empath Health values diversity as it strengthens our community and care. We embrace the diversity of cultures, thoughts, beliefs and traditions of our employees, volunteers and people we are honored to serve across our network. Our diverse staff reflects our community and each day, we work to be respectful, sensitive and competent with each other and those in our care. In every journey, we are dedicated to achieving comfort, dignity and exceptional care. Those of all backgrounds are welcome and encouraged to apply with us or seek our care and services.

Our commitment to patient, client, staff and volunteer safety is a cornerstone of a High Reliability Organization with a focus on zero harm. Participation in the seasonal influenza program is a condition of employment and a requirement for all Empath Health employees.

Providing compassionate, full life care is an honor we take seriously at Empath Health. Join our team and make a positive impact in the community!