Lead Care Access Navigator - Bilingual Spanish

Vitra Health is a mission-driven healthcare organization committed to improving the quality of life for individuals and families across Massachusetts. Through innovative home- and community-based services, Vitra supports aging adults, people with disabilities, and individuals with complex care needs supported by a Nurse, and Case Manager, Vitra ensures clients receive compassionate, personalized, and dignified care.

To help share our mission and expand our community impact, Vitra Health is seeking a Lead Care Access Navigator who is passionate about community engagement and helping people access the care and resources they deserve.

Position Summary

The Senior Care Access Manager is a brand ambassador responsible for overseeing the operations
including but not limited to team members, and workflows related to Vitra’s client care access. The Care
Access Manager supports Vitra Health's commitment to excellent healthcare delivery and growth goals,
and in collaboration with the Chief Operating Officer, leads process improvements initiatives to efficiently
navigate clients through Vitra’s Family Services.

Responsibilities/Essential Functions
• Manage a team of Care Access Navigators and Senior Care Access Navigators supporting all
elements of team deliverables.
• Partner with Community Development, Marketing, and Care Delivery Teams to support company
growth by focusing on processes and metrics within care access operations.
• Manage the day-to-day operations and adherence to adequate workflows, and performance
metrics.
• Responsible for full cycle of talent management of staff; including but not limited to anticipating
and working with Talent Acquisition to post positions, screen, interview, select, onboard, mentor,
develop, engage, grow and retain team members. If and as needed correct and guide with
performance management tools to include coaching and corrective action up to and including
terminations.
• Management and oversight of payroll processes and functions of both exempt and non-exempt
staff, to include but not limited to understanding breaks, daily hours worked, LoA process, and
corrections as needed.
• Collaborate with the Quality Monitor Coordinator to ensure documentation requirements are met.
• Understand and analyze program data to effectively communicate information on a consistent
basis to different functional areas in Family services.
• Monitor to ensure data integrity, provides support needed to minimize prior authorizations
deferrals/denials.
• Serve as liaison between the Care Access department and Health Care Delivery leadership for
information sharing and coordination of field resources in support of department workflow.
• Direct, tracks, and audits workflow to ensure regulatory compliance and adherence to relevant
internal policies and procedures
• Identify correct, and escalate any detriments to efficiency or consumer satisfaction with urgency
and a problem-solving mindset
• Foster culture of customer service and commitment to quality care
• Serve as a brand ambassador for Vitra reflecting our vision, mission, and values
• Show a genuine interest and compassion for the communities we serve and commitment to the
diversity of our clients and team members
• Mentor and supports team members
Physical and Environmental Demands
• Works in a clean well-lit environment with fluctuating temperatures in close proximity to others.
Requires substantial periods of repetitive work utilizing a computer, headset, monitor, keyboard,
and mouse. Requires walking and standing; requires frequent sitting more than 75% of the work
day; requires the ability to negotiate stairs; requires visual, hearing acuity and manual dexterity to
operate equipment.

Education, Experience and Licensure Requirements
• Second language strongly preferred
• Bachelor's degree required
• Prior management experience in a relevant field required
• 2+ years' experience and complete comfort using Microsoft Suite
• Excellent problem-solving, customer service, and communication skills required
• Prior experience with HubSpot, Salesforce, Optum, Wellsky, RingCentral or similar platforms
preferred
• Demonstrated ability to work independently, and willingness to work in the field if needed
Employee signature below constitutes the employee's understanding of the requirements, essential
functions, and duties of the