Patient Navigator 3

UCSF•San Francisco, CA

61d•Onsite

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. Serves as a non-clinical resource and liaison for patients and their families in outpatient psychiatry. Assists with navigating all aspects of the healthcare system. Understands and is able to prioritize referrals based on diagnosis and current treatment status to ensure complex patients are scheduled according to practice priorities. Liaisons with other departments, proposes improvements to workflows; facilitates improved coordination of care based on each practice’s scheduling requirements. Provides support during patient stay or clinic visit. Uses knowledge of the unit or clinic to resolve issues and identify ways to increase patient satisfaction. Collaborates with department managers to meet patient expectations, achieve quality outcomes and build a patient focused culture. Develops library of resources, and orientation information for patients. Provides new patients with an overview of resources and general information on billing, scheduling, and locating resources for clinical questions or concerns.

Requirements

Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations.
Knowledge of Medical Terminology.
Strong knowledge of data collection, compilation, and analytical techniques.
Strong skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance.
In-depth knowledge of the organization and how to get issues resolved.
Strong interpersonal and customer service skills.
Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.
Excellent analytical and problem-solving skills.
Ability to develop solutions and recommend changes and follow through with implementation.
Excellent 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.
Minimum 3 years of relevant experience

Nice To Haves

Proficiency with Epic EMR
Experience in healthcare community outreach
Knowledge of behavioral health services and experience with the patient population
Bachelor's degree in psychology or related area and / or equivalent experience / training.
Master’s Degree in related area and / or equivalent experience / training.
Lean Certification

Responsibilities

Provides case-management and coordination of care in alignment with patient’s needs and provider referral. Anticipates and initiates coordination activities; provides a road map for patients to set expectations.
Provides support during patient stay or clinic visit. Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare system for services.
Addresses patient grievances at point of service. Identifies appropriate resource as needed. Investigates patient complaints and grievances about barriers (or perceived barriers) for patient satisfaction.
Analyzes patient satisfaction reports and metrics to identify areas for improvement. Collaborates with managers and colleagues across the healthcare system to formulate and implement changes to processes and / or action plans.
Develops library of resources, and orientation information for patients. Provides new patients with an overview of resources and general information on billing, scheduling, and locating resources for clinical questions or concerns.
Performs complex scheduling and referral coordination. Understands and is able to prioritize new patient scheduling based on diagnosis and current treatment status to ensure complex patients are scheduled according to practice priorities.
Collects, evaluates and presents meaningful use and / or relevant operations data and metrics for leadership. Establishes recommendations for follow up and action plans for improvement.
Participates in medical center committees or task forces and other special projects as required to support improvements in the patient experience. Contributes to creating new marketing tools and follow-up surveys to increase patient awareness and positively impact overall business. May participate on teams for improvements in clinical applications, in conjunction with workflows.
Liaisons with departments, proposes improvements to workflows; facilitates improved coordination of care based on each practice’s scheduling requirements.
Additional duties assigned due to patient demand (e.g. new patient registration, insurance benefit checks and authorizations, scheduling, appointment check-in, purchasing of clinical supplies)