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Certified Navigator- Team Lead

Baltimore, MD

Posted: 09/14/2018 Employment Type: Full Time Industry: Other Job Number: A

The Certified Navigator - Team Lead has three main responsibilities: 1) managing a team of up to 10 Navigators; 2) monitoring and evaluating each Navigator's performance; and, 3) investigating and resolving complex issues, major incidents, and consumer complaints.
The primary responsibilities for this position are:

  • Participate in training and successfully pass certification to be a Certified Navigator (required for continued employment)
  • Participate in continuing education training sessions and certification maintenance
  • Perform all the duties of a Certified Navigator
  • Manage a team of Certified Navigators, some or all of whom are located remotely
  • Staff and maintain the call center, multiple sites, and the remote sites in the region
  • Manage community relations by assisting our partners in the region, engaging existing and potential clients, collaborating with the producer community, collaborating with local government agencies, and working with local community partners on outreach and enrollment initiatives
  • Monitor and evaluate the performance of team members
  • Provide ongoing support to staff with policy and technical questions and assist staff with escalated cases
  • Lead and/or participate in agency and program committees
  • Represent the Connector Program at MHBE and partner meetings as needed
  • Work as part of the Connector Program management team to identify, develop, and implement operating procedures and program policies
  • Provide coverage for other Team Leads as needed
  • Work closely with all  programs to ensure comprehensive services to all consumers
  • Travel to sites throughout the Central or Midwest regions
  • Other duties as assigned



Requirements & Experience:

  • Associate's degree required. Bachelor's preferred.
  • Minimum of 2 years of experience as a Certified Navigator
  • Excellent interpersonal skills and demonstrated ability to work as part of a team
  • Ability to serve as a trainer, mentor, and subject matter expert (SME) for staff
  • Excellent organizational skills
  • Proven ability to meet deadlines, problem solve, and remain calm under pressure
  • Demonstrated initiative in approaching complex cases
  • Proficient in MS Word, Excel, and Outlook
  • Excellent customer service skills
  • Positive attitude in work duties and interactions with peers, clients and partners
  • Ability to communicate well in writing, via phone, and face-to-face with professionals and clients
  • Ability to effectively network and create mutually beneficial working relationships within and with staff at external agencies
  • Access to reliable transportation and ability to travel throughout the region
  • Ability to work non-traditional hours

Physical Requirements:

  • Ambulate 3 blocks or more
  • Key data
  • Sit for extended periods
  • Lift at least 15 lbs.

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