Patient Navigation Team Lead

About Us

Naveris is a rapidly growing precision oncology diagnostics company on a mission to change the way HPV-driven cancers are detected, monitored, and managed. Our flagship test, NavDx®, is a cutting-edge, blood-based Lab Developed Test (LDT) that detects circulating Tumor Tissue Modified Viral (TTMV®)-HPV DNA. NavDx provides clinicians with earlier insights into recurrence, enabling more informed and personalized patient care and outcomes.

Opportunity

The Patient Navigation Team Lead plays a critical role in ensuring patients have a seamless, positive experience across the NavDx testing journey. This role provides day-to-day leadership, guidance, and operational oversight to the Patient Navigation Specialists, enabling the team to meet productivity, quality, and communication standards. The Team Lead serves as the primary escalation point for complex cases, ensures adherence to established workflows, partners cross-functionally to resolve operational barriers, and drives continuous improvement across patient-facing processes.

Job Responsibilities

Reporting to the Patient Navigation Operations Manager, you will be supporting patients and physicians as they order the NavDx blood test. Duties include:

Team Leadership & Oversight

• Provide daily coaching, support, and direction to Patient Navigation Specialists.
• Monitor workload distribution and adjust assignments to balance case volume and ensure timely follow-up.
• Serve as the first point of escalation for complex patient situations, workflow exceptions, and provider concerns.
• Conduct regular 1:1s, performance check-ins, and feedback discussions in alignment with department expectations.
• Assist in onboarding and training new hires, reinforcing adherence to SOPs, scripts, and Salesforce requirements.

Operational Execution

• Oversee end-to-end case handling for mobile phlebotomy, Surveillance Testing Program orders, and patient outreach workflows.
• Ensure patient communication is professional, accurate, timely, and compliant.
• Maintain expert-level understanding of provider preferences, Naveris Arranged Phlebotomy workflows, kit dispatch logic, and case status requirements.
• Identify gaps in communication, process adherence, or system efficiency and recommend solutions.

Quality & Compliance

• Audit case notes, call logs, and system documentation to ensure accuracy, completeness, and consistency.
• Support escalation management (complaints, HIPAA concerns, billing questions, and welfare checks) in partnership with leadership.
• Ensure all staff follow approved scripts, verification processes, and patient privacy standards.

Cross-Functional Partnership

• Collaborate with Clinical Operations, Lab Operations, Billing, Sales, and Product teams to resolve issues impacting patient experience.
• Surface systemic challenges, vendor concerns, and recurring workflow blockers to Operations leadership.
• Provide actionable insights and feedback to support platform improvements, vendor performance, and workflow automation.

Reporting & Metrics

• Track individual and team performance trends, including case turnaround time, follow-up adherence, call metrics, and patient outcomes.
• Support leadership in preparing operational updates, dashboards, and process reports.
• Identify opportunities to improve productivity, reduce manual work, and enhance patient satisfaction.

Requirements:

Required

• 2+ years experience in patient services, healthcare operations, customer support, or related role
• Demonstrated success mentoring or coaching peers
• Strong communication and de-escalation skills
• High proficiency with Salesforce cases, tasks, and logging
• Ability to interpret workflows and apply them consistently
• Strong time management and prioritization abilities

Preferred

• Experience with mobile phlebotomy coordination, laboratory workflows, or diagnostic testing
• Prior experience leading small teams or serving as a SME
• Familiarity with NavDx workflows, provider preferences, and STP logic

Compliance Responsibilities

Health Insurance Portability and Accountability Act (HIPAA) is a federal law that describes the national standards to protect sensitive patient health information from being disclosed without the patient’s consent or knowledge. All roles at Naveris require compliance with legal and regulatory requirements of HIPAA and acceptance and adherence to all policies and standards at Naveris. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete HIPAA training when joining the company.

Why Naveris?

In addition to our great team and advanced medical technology, we offer our employees competitive compensation, work/life balance, remote work opportunities, and more!

Naveris is an Equal Opportunity Employer

Naveris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We don’t just accept differences - we celebrate and support them. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.