Patient Navigator - Executive and Concierge Medicine

UMass Memorial Health•Worcester, MA

1d•$62,005 - $111,634

About The Position

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day. The Patient Navigator serves as a diplomat of compassion, caring and personal contact between patients/visitors, the healthcare team, and the organization. Provides non-medical assistance for the patient and family in their interactions with UMass Memorial Health. Collaborates throughout the organization to help build a culture committed to our vision of improving the patient experience and patient-centered care. The incumbent will assist the members of the clinical and operational teams to anticipate, support and meet the needs of our patients in a patient centered and supportive environment.

Requirements

Bachelor’s in health care administration or related field required.
2-4 years of experience in healthcare or service industry
High level of enthusiasm about patient centered health care and the patient experience.
Excellent customer service skills and strategic business and healthcare awareness.
Ability to analyze complex problems and develop recommendations and solutions.
Ability to communicate clearly and concisely in both oral and written form.

Nice To Haves

BLS/CPR Certification preferred.

Responsibilities

Reports to the Director, Executive and Concierge Medicine, and partners with System executives as needed, to support the Executive and Concierge Medicine service line.
Guides patients through their many appointments and exams, answers questions they may have, and serves as a resource throughout their care by maintaining ongoing communication/ collaboration with clinical team and acting as a resource and referral source.
Responds to urgent requests for assistance, including during non-business hours and weekends through communication with patients and family members as needed to facilitate and coordinate care.
Cultivates a productive relationship with physicians, clinical and support staff to accommodate special or urgent patient request to grow overall executive and concierge medicine and concierge-like patient services.
Utilizes critical thinking, analysis, and problem-solving skills in handling issues, resolving conflicts, maintaining procedural compliance, and ensuring patient satisfaction.
Serves as the “Concierge” for patient as they wait to see a provider; provides general assistance to patients in the waiting area (completing paperwork, Portal registration, Q&A, limited patient recreation and education, etc.) and serves as the liaison between the clinical staff and patients.
Serves as an innovator, relationship builder, continually nurturing and expanding patient advocate/navigator networks.
Serves as an advocate for patients and families regarding their needs and concerns related to the treatment plan.
Performs extra, inter-, and intra- department/agency liaison work with other service providers, as needed.
Encourages and supports diverse views and approaches, creating an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients, and visitors.
Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc.
Develops and maintains procedures necessary to meet regulatory requirements.
Ensures that patient advocate/navigator role complies with hospital established policies, quality assurance programs, safety, and infection control policies and procedures, as also aligned with the executive and concierge medicine service line.
Ensures adequate equipment and supplies for navigator workflows.
Develops and maintains established and standardized departmental policies, procedures, and objectives.
Ensures compliance to all health and safety regulations and requirements.
Performs similar or related duties as required or directed.