Patient Navigator - Full Time Ambulatory Unit Bascom Palmer Eye Institute, Miami, FL

University of Miami•Miami, FL

About The Position

The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity for a Patient Navigator in for the Department of Nursing - Ambulatory Unit in Miami, Florida. The Patient Navigator facilitates patients’ ability to obtain services by identifying barriers to care, coordinating the development of treatment plans, and monitoring the implementation and follow-up of services ordered by caregivers.

Requirements

High School diploma or equivalent
Minimum 3 years of relevant work experience
Ability to process and handle confidential information with discretion.
Ability to communicate effectively in both oral and written form.
Ability to handle difficult and stressful situations with professional composure.
Ability to maintain effective interpersonal relationships.
Ability to understand and follow instructions.

Responsibilities

Conducts patient information necessary for the development of an effective treatment plan.
Identifies patients have access to social service programs for which they are eligible.
Acts as liaison between patients and providers.
Identifies and resolves real or perceived barriers to care.
Participates with care team and patients on issues related to their health and life situations.
Maintains current knowledge of community health, welfare resources, and any other programs available to patients.
Adheres to University and unit-level policies and procedures and safeguards University assets.
Implements strategies to enhance the perioperative patient experience for surgical patients and their families.
Communicates effectively the patient status to companion and or families.
Anticipates possible delays and relays most updated information in a courteous, accurate and efficient manner to patient and companions/families.
Facilitates intra unit information exchange among the Ambulatory Surgery Unit/Operating Room, 5th Floor Inpatient Unit and Preadmissions Unit.
Coordinates the day addressing simultaneous tasks, utilizing resources and service recovery methods to solve problems resulting in improved perception of care as measured by Qualtrics.
Oversees the waiting room areas both physically and emotionally and addresses concerns to appropriate department leaders.
Is able to address issues with composure.
Maintains example by providing the highest level of patient satisfaction in keeping with organization mission of performance excellence.
Coordinates schedule to ensure front desk coverage and patient rounding.
Reviews waiting room tracking board to assure accuracy and confidentiality.
Serves as a resource and support to staff to establish an environment of proactive service recovery.
Assists waiting companion/family members regarding area resources, such as restaurants, hotels, directions, and transportation if needed.
Develops and maintains purposeful rounding tool and schedule.
Maintains waiting room comfort and amenities.
Troubleshoots problems independently and expeditiously
Exercises discretion, unbiased and independent judgment in daily activities
Coordinates preparation and presentation of operating reports such as Qualtrics and Top Box Score.
Analyze patients’ comments, distributes them to leadership and contacts patient for service recovery.
Maintains strong professional relationships with physicians, nursing, referral sources, staff, patients, and their families.
Coordinates communication between patients, family members, medial staff, administrative staff, and leadership.
Develops rapport with Executive Medicine team to assist with their patients visit.
Investigates and directs patient inquiries or complaints to appropriate medical staff members; follows up to ensure satisfactory resolution.
Provides recommendations and ideas regarding strategies involving patient experience improvements to administration.
Identifies opportunities for improvement.
Assists with committee/meeting preparatory activities.