Patient Navigator Lead, QI Specialist

University of California, San Francisco • San Francisco, CA

2d

About The Position

Involves providing non-clinical support, guidance and assistance for patients and families as they navigate through complex healthcare environments. Primary goals are to increase patient satisfaction, and to optimize care and outcomes. Acts as a communication liaison to understand the patient's non-clinical individual needs, desires, and concerns. Guides the patient and family to a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient care experience. Applies extensive knowledge of patient navigator practices to develop processes to improve access efficiency and productivity. Represents team members and partners with leadership in the enhancement of operational workflows. UCSF Behavioral Health offers an expansive list of services that cater to both Adults and Children. With most programs housed under the newly built Nancy Friend Pritzker building, the department allows patients to have a centralized location for all their behavioral health care needs under one roof. The Patient Navigator Lead will play pivotal role in the improvements of day to day workflows.

Requirements

• Bachelor's degree in related area and / or equivalent experience / training.
• At least 4-5 years of experience with direct care coordination.
• Advanced knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations.
• Knowledge of Medical Terminology.
• Advanced knowledge of data collection, compilation, and analytical techniques.
• Advanced skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance.
• Advanced knowledge of the organization and how to get issues resolved.
• Advanced interpersonal and customer service skills.
• Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.
• Advanced analytical and problem-solving skills.
• Ability to develop solutions and recommend changes and follow through with implementation.
• Advanced written and verbal communication skills.
• Proficiency with Windows-based software including Microsoft word, Excel, Outlook.
• Knowledge of computer systems and software used in functional area.

Nice To Haves

• Lean Certification
• Project Management Professional Certification (PMP)

Responsibilities

• Provide non-clinical support, guidance and assistance for patients and families as they navigate through complex healthcare environments.
• Increase patient satisfaction, and to optimize care and outcomes.
• Act as a communication liaison to understand the patient's non-clinical individual needs, desires, and concerns.
• Guide the patient and family to a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient care experience.
• Develop processes to improve access efficiency and productivity.
• Represent team members and partners with leadership in the enhancement of operational workflows.
• Play a pivotal role in the improvements of day to day workflows.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior