Patient Navigator

UCSF Health, AG; Oakland (CA); On-site; USD 45,000 - 75,000; Full time

Job summary

UCSF Health in Oakland seeks a Patient Navigator to support patients and families as they navigate complex healthcare environments. This temporary assignment focuses on increasing patient satisfaction and optimizing care outcomes, acting as a liaison for non-clinical needs and guiding patients to services and information to promote healing.

Responsibilities include navigating the healthcare system, resolving issues, and collaborating with department managers to meet patient expectations and

Qualifications

• Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and 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

• Provide non-clinical support, guidance and assistance to patients and families navigating healthcare environments.
• Serve as a liaison to understand non-clinical needs, desires, and concerns.
• Guide patients to services, amenities, and information to promote healing and satisfaction with care.
• Navigate all aspects of the healthcare system and resolve issues using knowledge of clinical settings.
• Collaborate with managers to meet patient expectations and improve quality outcomes.

Skills

Patient rights & responsibilities

Medical terminology

Data collection & analytics

Grievance resolution

Organization knowledge

Customer service

Cross-cultural communication

Analytical skills

Process improvement

Written & verbal communication

MS Office (Word, Excel, Outlook)

IT systems knowledge

Job description

Job Description

Please note: this is a temporary assignment with potential to extend.

Job Function Summary:

Involves providing non-clinical support, guidance and assistance for patients and families as they navigate through complex healthcare environments. Primary goals are to increase patient satisfaction, and to optimize care and outcomes. Acts as a communication liaison to understand the patient's non-clinical individual needs, desires, and concerns. 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.

Generic Scope

Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems / issues of diverse scope and determines solutions.

Custom Scope

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, and some occasional time at the Main Hospital. Serves as a non-clinical resource and liaison for patients and their families. Assists with navigating all aspects of the healthcare system. Uses knowledge of the unit or clinic to resolve issues and identify ways to increase patient satisfaction. Collaborates with department managers to meet patient expectations, achieve quality outcomes and build a patient focused culture.

Qualifications

• 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