Clinical Care Coordination and Navigation Supervisor

Job title

Clinical Care Coordination & Navigation Supervisor

Position summary

The Clinical Care Coordination & Navigation Supervisor provides day‑to‑day operational and clinical guidance for a team of care coordinators/patient navigators who support patients with navigation, outreach, social drivers of health, and basic care management across primary care and behavioral health. The Supervisor works closely with clinical and operational leaders to ensure care coordination and navigation services are patient‑centered, culturally responsive, and aligned with HRSA, FSSA/DMHA expectations for enabling services and whole‑person care.

Essential duties

• Provides day‑to‑day supervision, coaching, and support to a team of care coordinators/patient navigators (formerly case managers), ensuring consistent, high‑quality navigation, outreach, and care coordination services.

• Oversees care coordination activities such as outreach, appointment reminders, follow‑up after hospital/ED visits, and coordination between primary care, behavioral health, and specialty providers.

• Ensures staff assist patients in addressing social drivers of health (e.g., housing, food, transportation, utilities, benefits) by linking them to internal programs and community‑based resources and documenting these activities appropriately.

• Guides staff in developing and implementing patient‑centered care coordination plans, focused on engagement, self‑management support, and reducing barriers to care, with clear documentation in the EHR or care management tools.

• Develops, maintains, and refines workflows for patient navigation (referrals, warm handoffs, tracking of pending services, and follow‑up on missed appointments) in collaboration with primary care, behavioral health, and enabling‑services leaders.

• Monitors worklists, registries, and other population‑health tools to ensure timely outreach, follow‑up on care gaps, and appropriate distribution of work among care coordinators.

• Reviews key metrics (e.g., outreach attempts/completions, navigation encounters, follow‑up after ED/hospitalization, SDOH screenings and referrals) and uses data to identify trends, inform workflow changes, and support quality‑improvement efforts.

• Provides training and ongoing coaching to staff on communication skills, boundaries and role clarity, trauma‑informed and culturally responsive approaches, documentation standards, and use of EHR/care‑management tools.

• Collaborates with clinical leaders (medical, nursing, behavioral health) to clarify the appropriate division of responsibilities between licensed clinical staff and non‑licensed care coordinators/navigators.

• Ensures that care coordination and navigation activities are consistent with organizational policies and applicable privacy/confidentiality requirements, including special protections for behavioral health and substance use information.

• Participates in interviewing, hiring, onboarding, and performance evaluation of care coordination staff, and addresses performance concerns in partnership with HR and leadership.