Patient Navigator
University of California, San Francisco • Oakland, CA35d • Onsite
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Patient Navigator
University of California, San Francisco•Oakland, CA
•Onsite
About The Position
This is a temporary assignment with the potential to extend. The Patient Navigator provides non-clinical support, guidance, and assistance for patients and families as they navigate complex healthcare environments. The primary goals are to increase patient satisfaction and optimize care and outcomes. The role acts as a communication liaison to understand the patient's non-clinical individual needs, desires, and concerns, and 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. This experienced professional independently performs the full range of responsibilities within the function, possessing broad job knowledge and analyzing problems/issues of diverse scope to determine solutions. Specifically, this role provides Patient Navigation to populations served by the Center for Excellence and directly facilitates and supports initiatives such as Brilliant Baby, Food Farmacy, and the SNAK program. On-site presence is required primarily at two FQHC sites: Primary Care Clinic and Castlemont High School Health Center, with occasional time at the Main Hospital. The role serves as a non-clinical resource and liaison for patients and their families, assisting with navigating all aspects of the healthcare system. It uses knowledge of the unit or clinic to resolve issues and identify ways to increase patient satisfaction, collaborating with department managers to meet patient expectations, achieve quality outcomes, and build a patient-focused culture.
Requirements
- Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare & Medicaid Services (CMS) regulations
- Knowledge of medical terminology
- Strong knowledge of data collection, compilation, and analytical techniques
- Strong ability to understand and assess patient grievances and identify appropriate resources for resolution
- In-depth knowledge of organizational structure, resources, and processes to effectively resolve issues
- Strong interpersonal and customer service skills
- Ability to communicate effectively and resolve issues with a diverse population of patients, staff, and physicians
- Excellent analytical and problem-solving skills
- Ability to develop solutions, recommend process improvements, and follow through with implementation
- Excellent written and verbal communication skills
- Proficiency with Windows-based software, including Microsoft Word, Excel, and Outlook
- Knowledge of computer systems and software used within the functional area
Responsibilities
- Provides support to patients throughout their stay or clinic visit
- Recommends process improvements to enhance patient satisfaction and navigation across the healthcare system
- Addresses patient grievances at the point of service and identifies appropriate resources for resolution
- Investigates patient complaints and grievances related to barriers or perceived barriers to patient satisfaction
- Analyzes patient satisfaction reports and metrics to identify opportunities for improvement
- Collaborates with managers and colleagues across the healthcare system to develop and implement process changes and action plans
- Develops and maintains a library of patient resources and orientation materials
- Provides new patients with an overview of available resources, including billing, scheduling, and clinical support
- Collects, evaluates, and presents relevant operational data and metrics to leadership
- Develops recommendations for follow-up and action plans to support continuous improvement
- Participates in medical center committees, task forces, and special projects to support improvements in the patient experience
- Contributes to the development of marketing tools and follow-up surveys to increase patient awareness and positively impact the overall patient experience
- May participate on teams focused on clinical application and workflow improvements
- Serves as a liaison with departments to identify workflow improvements and facilitate coordination of care based on practice-specific scheduling requirements
- Anticipates and initiates coordination activities to support patient needs and expectations
- Develops patient roadmaps and provides guidance to help patients understand next steps and coordinate care in alignment with their individual needs
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
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