Care Navigation Manager

About the role

Trustbridge Hospice, a part of Empath Health, is seeking an organized and friendly Care Navigation Manager for our team in West Palm Beach.

This position is onsite. This full-time position works Monday through Friday, 11:00a.m - 7:30 p.m., supporting the Admissions team and ensuring a seamless, empathetic experience for patients and families during one of life's most meaningful transitions.

Since 1978, Trustbridge Hospice has cared for more than 200,000 South Florida families. As a community-based nonprofit, we provide 24/7 hospice and palliative care, along with caregiver support and bereavement services for families facing serious illness.

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.

What you'll Do

• 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.

What You'll Need

• 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 requiredExceptional 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.

Unified in empathy, we serve our communities through extraordinary Full Life Care for All.

Empath Health is a not-for-profit healthcare organization providing Full Life Care through a connected network of services across Florida-including hospice, home health, grief care, geriatric primary care, elder care (PACE), HIV and sexual health (EPIC), and dementia support.

• Full Life Care means caring for the whole person-body, mind, and spirit-with empathy and dignity. Our care goes beyond medicine to help people feel seen, supported, and valued at every stage of life.
• At Empath Health, you'll find purpose, partnership, and possibility in a culture where compassion drives excellence and every team member helps make life's journey more meaningful.

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