Position Summary

The Community Health Worker Coordinator provides day-to-day oversight, coaching, and operational support to the Community Health Worker – Navigator team. This role ensures that all screening, eligibility, referral, and documentation processes are completed in accordance with Medicaid, Social Care Network (SCN), and agency standards. The coordinator monitors performance metrics, conducts quality assurance checks, provides training, assists in troubleshooting cases, and supports program workflow development. This position plays a critical role in ensuring Navigators deliver high-quality, compliant services that lead to timely connection to Enhanced Care Management. The coordinator serves as a subject matter expert for HRSN Screenings, Eligibility Assessments, consent procedures, referral guidelines, and Medicaid-billable documentation requirements. 

Essential Duties and Responsibilities

• Provide daily oversight and guidance to CHW–Navigators to ensure accurate and timely completion of HRSN screenings, outreach attempts, and eligibility assessments.
• Conduct weekly check-ins and group huddles to address workflow challenges, training needs, and caseload management.
• Review staff performance metrics, including screenings completed, outreach attempts, referrals made, and monthly units billed.
• Support onboarding and ongoing training of new staff on SCN platform use, documentation standards, customer service expectations, and Medicaid compliance.
• Ensure Navigators consistently adhere to informed consent, confidentiality, and HIPAA requirements.

Quality Assurance & Compliance

• Perform regular audits of submitted screenings, eligibility assessments, and referral documentation to ensure accuracy, completeness, and Medicaid compliance.
• Verify that consent is properly obtained, recorded, and uploaded before any billable activity occurs.
• Monitor re-screening justification to ensure alignment with program policy (e.g., hospitalization, major life events).
• Track errors, identify trends, and develop corrective action plans or refresher trainings as needed.
• Collaborate with CRC Program Director and agency leadership on compliance findings and continuous improvement strategies.

Operational Workflow & Coordination

• Manage Navigator coverage schedules to ensure timely handling of referrals, screenings, and community events.
• Oversee the required outreach protocol (3 outreach attempts within 5 business days) and assist Navigators with hard-to-reach member cases.
• Serve as an escalation point for cases involving complex needs, sensitive disclosures, or urgent social needs.
• Support program data entry workflows, troubleshoot platform issues, and coordinate with SCN/FindHelp vendor support when needed.
• Ensure cases are properly closed, transitioned, or referred to Enhanced Services

Data, Reporting & Billing

• Compile monthly and quarterly reports, including screenings completed, referral volume, navigation outcomes, and units billed.
• Monitor fee schedule compliance and ensure Navigators submit accurate units for reimbursement.
• Track team performance toward program goals, grant deliverables, and funder benchmarks.
• Provide the Program Director with data insights to support contract reporting, audits, and quality reviews.

Community Engagement & Partnership Support

• Assist in maintaining strong relationships with Enhanced Care Management providers, community partners, and health systems.
• Coordinate Navigator participation in outreach events, health/resource fairs, and community screenings.
• Support the team in connecting members to internal IAAL programs and external community resources.

Qualifications

• Associate’s Degree in Human Services, Public Health, Social Work, or related field required; bachelor’s degree preferred.
• Minimum of three (3) years of experience in community health, case management, or care coordination.
• At least one (1) year of experience in a leadership, coordinator, or supervisory role preferred.
• Bilingual (English/Spanish) strongly preferred.
• Strong organizational, documentation, and data management skills.
• Knowledge of Medicaid, HRSN screening, or care management workflows preferred.
• Demonstrated ability to lead and motivate staff while maintaining professionalism and empathy.

Core Competencies

• Leadership & Coaching: Provides guidance and support to staff.
• Quality & Accuracy: Ensures compliance with Medicaid-billable documentation and SCN standards.
• Workflow Oversight: Maintains efficient team operations and timely referral response.
• Member-Centered Approach: Ensures Navigators deliver compassionate, professional services.
• Confidentiality: Strict adherence to HIPAA and agency privacy standards.

Physical Demands:

The position does require occasional standing, squatting, lifting of up to approximately 10 lbs. and frequent sitting.

By Signing below I have received, read, understand and will comply with the above job description:

Employee Signature: ______________________________ Date: _________________________

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.