Patient Navigator

University of California San Francisco•San Francisco, CA

About The Position

The Patient Navigator provides non-clinical support, guidance, and assistance for patients and families as they maneuver through complex healthcare environments. Primary goals are to optimize patient outcomes and satisfaction. The Navigator acts as a communication liaison to understand the patient’s and/or caregiver’s nonclinical individual needs, desires, and concerns. The Navigator 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. The Navigator is responsible for the maintenance of all routine clerical operations and communications. They adhere to the UCSF House and Telephone Standards and are sensitive to the needs of patients, staff and providers at all times. The Navigator is a team player who works closely with others and who is flexible in dealing with the changing priorities. They are a self-reliant individual who synthesizes their knowledge of practice operations in order to problem-solve, prioritize and facilitate complex transactions in the course of their daily activities. This position makes a difference for patients in an outpatient care unit by providing excellent customer service, facilitating and ensuring the accuracy of the information flow between medical, hospital staff and departments to maximize unit efficiency.

Requirements

Experience in research, clinical research, data collection, compilation, and analytical techniques.
Strong Knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations.
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.
Ability to remain calm under pressure and apply sound judgment
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.
Experience or exposure to with insurance verification (plans), patient financial services, medical record data abstraction, or data analysis
Experience working with patients and families affected by TBI

Responsibilities

Provides high-level patient care coordination support for clinical practice and serves as a liaison between the patient and their practitioners.
Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare system for services.
Addresses patient grievances/barriers at point of service.
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
Serves as a communication liaison and guides the patient to a broad range of services such as scheduling, pre-clinic workup, verifying completion of questionaire, med reconciliation, pre-chart lab documentation and post visit care (referrals to other depts, scheduling of additional tests, mail out post visit folder
Liaises with referring providers to obtain medical records from multiple institutions/private practice/imaging facility and clinic authorizations
Provides new patients with an overview of resources and general information on billing, scheduling,
Provide in clinic support with checking patients in/out and any other MD requests.
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.