Patient Affairs Navigator

Banner Health•Marana, AZ

About The Position

At Banner Medical Group, you'll have the opportunity to perform a critical role in the community where you practice. Banner Medical Group provides both primary and specialty care throughout the communities in which Banner Health operates. We do this in a variety of settings - from smaller group practices like our Banner Health Clinics in Colorado and Wyoming, to large multi-specialty Banner Health Centers in the metropolitan Phoenix area. We currently have more than 1,000 physicians and more than 3,500 total employees in our group and are seeking others to enhance our ability to deliver our nonprofit mission of providing excellent patient care. POSITION SUMMARY This position serves as liaison between patients, staff and leadership in order to serve the unique needs of patients that include Banner workforce members, public figures, and others as determined by leadership. This primary purpose of this position is to ensure that the needs of special interest patients are addressed in a way that meet or exceed the patients’ expectations. This position provides a coordinated and efficient experience for special interest patients, avoiding duplicated efforts, and always responding to any problems or concerns identified by the patient or staff. CORE FUNCTIONS 1. Responds to referrals of new patients identified as special interest patients. Uses considerable exercise of independent judgment, initiative, and decision making relative to efficient intake of patients. Assists patients with transportation, lodging, scheduling and coordination of clinic visits, diagnostic testing or inpatient services. 2. Ensures a coordinated and efficient experience for special interest patients, avoiding duplicated efforts, and always responding to any problem or concern identified by patients or staff. 3. Using discretion and tact, manages the patient experience by influencing team members and leading processes as needed. 4. Communicates daily with leadership and other interested internal parties alerting them to patients and any need for attention. Provides status reports regarding patient referrals, schedules as appropriate. 5. Receives, records, reports and trends issues associated with the delivery of services to this patient population, and collaborates with leadership of various related departments to improve service delivery for all patients. 6. Assists in informing, educating, and training staff and/or volunteers on patient needs for this population. Maintains utmost confidentiality and sensitivity in all interactions. 7. Demonstrates commitment to collaborative professional relationships and represents Banner with impeccable customer service and interaction. 8. This position is responsible for making independent decisions, within established parameters, to ensure a positive patient experience. Internal customers range from executive level staff to point of service providers and staff. External customers are special interest patients, family members, medical staff, payers and the community at large. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of Banner Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day. NOTE: The core functions are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by the incumbent's immediate manager. SUPERVISORY RESPONSIBILITIES DIRECTLY REPORTING None MATRIX OR INDIRECT REPORTING None TYPE OF SUPERVISORY RESPONSIBILITIES N/A Banner Health Leadership will strive to uphold the mission, values, and purpose of the organization. They will serve as role models for staff and act in a people-centered, service excellence-focused, and results-oriented manner. PHYSICAL DEMANDS/ENVIRONMENT FACTORS OE - Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager) Requires extensive sitting with periodic standing and walking. May be required to lift up to 20 pounds. Requires significant use of personal computer, phone and general office equipment. Needs adequate visual acuity, ability to grasp and handle objects. Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone. May require off-site travel

Requirements

Working knowledge of principles and practices of customer service as normally obtained through the completion of an Associate’s Degree in a relevant field and a working knowledge of customer service principles and practices within a medical environment as normally demonstrated through a minimum of five years related experience.
Must have excellent oral, written and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals.
Must have excellent working knowledge of personal software packages.
Must have the ability to organize, prioritize and multi-task workload in a fast paced environment.
Excellent use of written language in composing a variety of presentations, policies, procedures, and other applicable communication pieces.
Skilled in solving problems in order to facilitate the communication network between patient and hospital.
Skilled in maintaining composure and professional demeanor during difficult and stressful situations.

Nice To Haves

Bachelor’s Degree.
Previous acute-care hospital/ambulatory experience.
Additional related education and/or experience preferred.

Responsibilities

Responds to referrals of new patients identified as special interest patients.
Assists patients with transportation, lodging, scheduling and coordination of clinic visits, diagnostic testing or inpatient services.
Ensures a coordinated and efficient experience for special interest patients, avoiding duplicated efforts, and always responding to any problem or concern identified by patients or staff.
Manages the patient experience by influencing team members and leading processes as needed.
Communicates daily with leadership and other interested internal parties alerting them to patients and any need for attention.
Provides status reports regarding patient referrals, schedules as appropriate.
Receives, records, reports and trends issues associated with the delivery of services to this patient population, and collaborates with leadership of various related departments to improve service delivery for all patients.
Assists in informing, educating, and training staff and/or volunteers on patient needs for this population.
Maintains utmost confidentiality and sensitivity in all interactions.
Demonstrates commitment to collaborative professional relationships and represents Banner with impeccable customer service and interaction.
Makes independent decisions, within established parameters, to ensure a positive patient experience.