Director of Referral Coordination and Navigation WVUHS System Integration

Director Of Referral Coordination And Navigation

The Director of Referral Coordination and Navigation is responsible for overseeing the processes that guide patients through WVU Medicine, ensuring timely and appropriate care. This leader is responsible for managing referral coordination, patient navigation and care coordination activities. The Director partners with clinical and operational leaders to optimize access, enhance scheduling and navigation services, and leverage innovative technologies to deliver seamless, consistent and efficient patient centered care.

Minimum Qualifications :

Education, Certification, and / or Licensure : Bachelor's degree in Healthcare Administration, Business, Nursing, or related field required.

Experience : Seven (7) years of progressive leadership experience in healthcare access, operations, or patient services.

Preferred Qualifications :

Education, Certification, and / or Licensure : Master's degree.

Experience : Experience working in a large health system or multi-site environment.

Experience with process design and improvement, change management and cross functional collaboration in a large health system.

Experience using Lean and / or Human-Centered Design methodologies to solve problems.

Core Duties and Responsibilities : The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

Lead enterprise-wide process improvement initiatives to streamline patient access workflows, reduce variation and enhance operational efficiency.

Design and implement scalable access models that support future growth, reduce patient leakage and leverage digital solutions.

Serves as strategic leadership contributing to system-wide planning and innovation in access services.

Drive measurable improvement in patient experiences, access and operational performance through data driven decision making.

Manage the day-to-day operations at the WVU Medicine referral coordination center (HUB), ensuring timely responses to inquiries and coordination with teams throughout the health system.

Establish and implement workflows, policies and procedures as standards for access that improve access to care, reduce appointment wait times, and ensure patients are connected to care closer to home.

Partners with Information Technology and operational teams to implement and optimize platforms such as CRM systems, telephony solutions, AI chat tools, and enterprise scheduling software.

Develop, track, and analyze key performance indicators (KPIs) related to access, responsiveness, patient satisfaction, and operational efficiency.

Collaborate across entities to standardize workflows, share best practices, and promote equity in access across the system.

Establish and expand navigation programs to support care coordination and improve patient experience.

Develop escalation protocols to ensure timely resolution of access-related issues and enhance service reliability.

Build and sustain partnerships across departments, entities, and referring networks to reduce leakage and strengthen system alignment.

Lead, mentor, and support a high-performing team; establish clear expectations, provide coaching, and foster a culture of accountability and service excellence.

Ensure compliance with all applicable regulations, privacy standards (e.g., HIPAA), and WVUHS policies and procedures.

Serve as a subject matter expert and system resource for access-related projects, strategic planning, and service optimization efforts.

Participate in system-wide committees and workgroups to ensure alignment and representation of access-related initiatives.

Physical Requirements : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to sit for long periods of time.

Ability to lift, push or pull 10-15 pounds.

Working Environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Standard office environment.

Skills and Abilities :

Proven success in leading large-scale access transformation initiatives, including centralized call centers, enterprise scheduling platforms and virtual care navigation programs.

Demonstrated ability to reduce network leakage through strategic access initiatives and referral optimization

Proven success in developing bi-directional communication pathways processes to support timely issue resolution and enhance service reliability

Ability to establish and sustain efficient processes across departments, entities, and referral networks to drive system-wide access alignment