Registered Nurse (RN) Patient Experience Patient Navigator (FT M-F 8-5)

UMC Health System

About The Position

We’ve learned that what is best for patients is also best for employees. Learn more about why we are one of the Best Companies to Work for in Texas®. Serve as the telephonic, initial point of contact for patients, employees, vendors, clients, medical staff and other callers seeking help with hospital services. This position provides technical, clerical assistance and data management support to facilitate efficient utilization of resources and discharge planning including referrals management, communication and collaboration with post-acute care providers, access to agencies and other community resources and transportation. The RN Patient Navigator performs clerical duties including but not limited to coordinating physician referrals and appointments, assisting with population health initiatives, demonstrating independent actions necessary to provide competent and professional assistance to meet the needs of interprofessional health care team and patients. This position coordinates, oversees, records and transmits information pertinent to the resource management of patients and performs a wide variety of administrative duties of a higher complexity in support of patient care operations. REPORTS TO: JOB SPECIFIC RESPONSIBILITIES: • Helps improve access to the UMC/UMCP/TTUHSC health system through phone, email, and in- person relationships. Maintain customer loyalty & trust through care access & navigation. • Coordinates referrals and services for patients with community resource. • Coordinates and arranges appointments for providers and patients (appts, procedures, etc.) • Assists with clerical and clinical functions for patients, employees and clients requiring transitions in care. • Performs follow-up phone calls for all assigned customers. Focused on customer loyalty, care coordination, and patient experience. Calls are to be performed within 24 hours of first contact or discharge, except for weekends and holidays. • Supports ongoing consumerism project initiatives, maintaining an active understanding of current thinking and innovative interventions / programs regarding the patient experience. • Monitors Social Media platforms (i.e. Facebook, Yelp, Healthgrades, etc.) • Responds and coordinates care via digital technology platforms. • Coordinates efforts within UMC’s Consumerism Committee. Various projects as assigned: Presentations, content development, research, and project consideration. • Provides consultation and support to managers and departments on the creation and implementation of their patient experience action plans. (Collaborates with managers, supports implementation, models service behaviors, and assists with reporting/presentations). • Collects, analyzes, and interprets patient experience results (i.e. complaints/grievances) to assess efficacy of the Patient Experience Strategy. (Logs and maintains records of all complimentary letters & prepares department & unit level reports via Press Ganey and/or RL Solutions). • Close gaps in care by identing the needs of patients to make appropriate decisions to advocate for the patients. • Identify and escalate active or potential service drops based on workflow and patient needs. • Help identify and coordinate business development efforts. • Oversees various Best Practices assigned by the Department Director. • Rotates into a weekly/monthly on-call schedule while arranging own coverage when absent to help address, resolve, and complete all paperwork of service issues within the CMS regulated timeline. EDUCATION AND EXPERIENCE: • Graduation from an accredited School of Nursing • Valid Texas RN License/Eligible Compact License • Greater than 2 years of professional nursing experience required • BSN preferred - will be required within three years of hire date • Case Management experience helpful REQUIRED LICENSURES/CERTIFICATIONS/REGISTRATIONS: Registered Nurse with Texas License, BSN required, MSN preferred SKILLS AND ABILITIES: RN Patient Navigator must have knowledge of service excellence/customer service principles and practices, and a strong working knowledge of process improvement, customer relations, conflict resolution strategies, and project development. Must have excellent oral, written, and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals. RN Patient Navigator must be able to effectively document/communicate procedural steps taken to resolve issues/concerns. RN Patient Navigator must have excellent priority management skills and the ability to consistently meet organizational/department deadlines and objectives. RN Patient Navigator must be persons of influence while being able to pursue positive change, i.e. must be able to inspire change across multiple disciplines. INTERACTION WITH OTHER DEPARTMENTS AND OTHER RELATIONSHIPS: This position must interact closely with UMC medical staff and other ancillary areas in order to facilitate a quality multidisciplinary approach to patient care. Furthermore, this position will interact with UMC customers to support the continuum of care following patient discharge. Requires constant communication with Information Management and Business Departments, and to a lesser degree with other departments. Occasionally with Administrative Staff and external professionals. PHYSICAL CAPABILITIES: The work of this position is balanced between sitting, standing, walking, lifting, and carrying. This position required the ability to hear and speak with others, verbal communication is necessary to improve service delivery. Employees must be able to see since they monitor the physical appearance of the hospital. A high level of energy is needed, as this position encounters and maintains high activity, as a daily physical appearance is required to visit customers. ENVIRONMENTAL/WORKING CONDITIONS: The position is subject to inside environmental conditions. Protection from weather conditions is present; however, temperature change inside the building may occur. This position also travels frequently to off-site locations; therefore, participation in certain activities will be based on presenting weather conditions. DIRECT REPORTS: UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Request for accommodations in the hire process should be directed to UMC Human Resources. Benefits: Resilience program Emotional Physical Spiritual Financial Career Community On-Site Professional Counselors (EAP) Discounted Pharmacy Cost Cash Retention Bonus (only one in our region) Retirement Benefits w/Employer Match PTO & Extended Illness Medical, Dental, & Vision Insurance And more at: https://apps.umchealthsystem.com/documents/wellness.pdf UMC Vision, Mission and Standards: Vision: To Serve Our Patients in the Best Teaching Hospital in the Country Mission Statement: Service is our passion. We serve by providing safe, high quality care to all, achieving excellent financial performance, and training tomorrow’s healthcare professionals. Standards of Excellence: Attitude, Communication, Responsiveness, Compassion, Teamwork, Ownership, Safety and Respect About UMC Magnet Designated 501 licensed beds 62 Site locations Regions only Level I Trauma Center Regions only BICU DNV accredited Primary teaching hospital for the Texas Tech University Health Sciences Center (TTUHSC) Ranked as one of the Best Places to Work in Texas by Texas Monthly UMC Physicians Culture, Vision, Mission, and Standards: Culture: Service is Our Passion Vision: The best place to work and the best place to receive healthcare. Mission Statement: To improve the quality of life for our community by providing the best patient experience for every patient. Standards: Teamwork, Respect, Accountability, Compassion, Kindness About UMCP 35 Practice Locations – private practices and urgent care centers Over 125 physicians and advanced practice providers Ranked as “One of the Best Places to Work in Texas” by Texas Monthly Employee Engagement Score of 96% measured by Press Ganey Associates

Requirements

Graduation from an accredited School of Nursing
Valid Texas RN License/Eligible Compact License
Greater than 2 years of professional nursing experience required
Registered Nurse with Texas License
BSN required
RN Patient Navigator must have knowledge of service excellence/customer service principles and practices, and a strong working knowledge of process improvement, customer relations, conflict resolution strategies, and project development.
Must have excellent oral, written, and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals.
RN Patient Navigator must be able to effectively document/communicate procedural steps taken to resolve issues/concerns.
RN Patient Navigator must have excellent priority management skills and the ability to consistently meet organizational/department deadlines and objectives.
RN Patient Navigator must be persons of influence while being able to pursue positive change, i.e. must be able to inspire change across multiple disciplines.

Nice To Haves

BSN preferred - will be required within three years of hire date
Case Management experience helpful
MSN preferred

Responsibilities

Helps improve access to the UMC/UMCP/TTUHSC health system through phone, email, and in- person relationships. Maintain customer loyalty & trust through care access & navigation.
Coordinates referrals and services for patients with community resource.
Coordinates and arranges appointments for providers and patients (appts, procedures, etc.)
Assists with clerical and clinical functions for patients, employees and clients requiring transitions in care.
Performs follow-up phone calls for all assigned customers. Focused on customer loyalty, care coordination, and patient experience. Calls are to be performed within 24 hours of first contact or discharge, except for weekends and holidays.
Supports ongoing consumerism project initiatives, maintaining an active understanding of current thinking and innovative interventions / programs regarding the patient experience.
Monitors Social Media platforms (i.e. Facebook, Yelp, Healthgrades, etc.)
Responds and coordinates care via digital technology platforms.
Coordinates efforts within UMC’s Consumerism Committee. Various projects as assigned: Presentations, content development, research, and project consideration.
Provides consultation and support to managers and departments on the creation and implementation of their patient experience action plans. (Collaborates with managers, supports implementation, models service behaviors, and assists with reporting/presentations).
Collects, analyzes, and interprets patient experience results (i.e. complaints/grievances) to assess efficacy of the Patient Experience Strategy. (Logs and maintains records of all complimentary letters & prepares department & unit level reports via Press Ganey and/or RL Solutions).
Close gaps in care by identing the needs of patients to make appropriate decisions to advocate for the patients.
Identify and escalate active or potential service drops based on workflow and patient needs.
Help identify and coordinate business development efforts.
Oversees various Best Practices assigned by the Department Director.
Rotates into a weekly/monthly on-call schedule while arranging own coverage when absent to help address, resolve, and complete all paperwork of service issues within the CMS regulated timeline.