Patient Navigator 3 - Lead
University of California- Davis Health
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Job summary
University of California- Davis Health in Sacramento, CA seeks a Lead/Guest Relations role focusing on training, patient support, and service excellence. This position operates as a liaison for patients and families, improving satisfaction and navigation through complex healthcare environments.
It also leads staff training, policy updates, and issue resolution. The role requires supervisory experience, strong communication, and the ability to manage high workloads with composure in a hospital
Qualifications
- 1+ year of lead/supervisory experience in a service environment.
- 2+ years of customer service in healthcare or customer-facing setting.
- Experience creating training materials or delivering policy/process training.
- Excellent interpersonal, verbal, and written communication to interact with diverse groups.
- Ability to build effective working relationships and collaborate.
- Ability to make quick, sound decisions under pressure.
- Maintain clean and professional appearance and adhere to guidelines.
- Knowledge of Patient Rights & Responsibilities, Joint Commission standards, and CMS/Medicaid regulations.
- Knowledge of data collection, compilation, and basic analytics.
- Proficient with Windows-based software (Word/Excel/Outlook).
Responsibilities
- Lead and train new and existing staff; develop training materials with Supervisors.
- Support patients and families to navigate complex healthcare environments.
- Provide guidance on services, amenities, and information to promote healing.
- Escalate situations and provide service recovery recommendations.
- Coordinate with supervisors on staff performance feedback.
Skills
Education
Tools
Job description
This position serves as a non-clinical resource and liaison for patients and their families. Provides support, guidance and assistance for patients and families as they navigate through complex healthcare environments. Primary goals are to increase patient and guest satisfaction, provide identification badges at most patient and guest entry points, and to optimize care and outcomes. Acts as a communication liaison to understand patients' and guests' needs, desires, and concerns. Provides guidance about a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient and guest experience. In addition to the Patient Navigator 2 Non-Clinical (Guest Relations Associate) job functions, this role acts as the Lead and primary team trainer for all new and existing staff. The position will work closely with the Guest Relations Supervisors to develop training materials for the various areas that the department supports and will provide individual and group training sessions on new and existing processes and policies. This position will act as the first point of contact for escalated situations when the Supervisors or Manager are unavailable, and they will be responsible for providing recommendations and service recovery, as appropriate. Although this position will not be directly responsible for the performance management of the Guest Relations Associates, they will be responsible for providing feedback to supervisors on performance of staff, as appropriate.
- 1 or more years of direct Lead and/or Supervisory experience to select, train, motivate, recognize, supervise, evaluate the performance of staff and ensure operational success.
- 2 or more years of customer service experience in retail, restaurant, hotel, health care, or similar customer facing environment.
- Experience creating training materials and or providing direct policy or process training.
- Excellent interpersonal, verbal, and written communication skills to clearly and effectively interact with a diverse group of individuals to secure and/or provide information to clarify situations and resolve problems.
- Demonstrated skills to build effective working relationships and work collaboratively.
- Ability to make quick and sound decisions based on individual situations to meet patient and guest needs.
- Ability to perform job tasks quickly, efficiently, accurately and with composure while under pressure; manage heavy or emergent workloads, with interruptions and potentially volatile situations.
- Must maintain a clean and well-groomed professional appearance and adhere to department uniform guidelines.
- Working knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations.
- Knowledge of data collection, compilation, and analytical techniques.
- Skills to comprehend and assess patient and guest complains to quickly locate appropriate resources for assistance.
- Working knowledge of the organization and ability to resolve complex patient and guest experience issues.
- Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.
- Bachelor's Degree in related area
- Proficiency with health-related computer systems.
- Proficiency with PassagePoint or other visitor management systems.
- Working knowledge of UC Davis Visitor policies and processes.
- Medical terminology.
- Bi-lingual
- 30% - Guest Relations Lead/Team Trainer
- 65% - Patient Support Services
- 5% - Other
The Guest Relations department was launched in May 2021 to provide a welcoming experience for patients and visitors who enter the hospital. Part of the Guest Relations role is to educate visitors about hospital visitation policies and ensure that they have been appropriately screened prior to entering the facility. The team is comprised of 31 Guest Relations Associates who staff the Pavilion lobby, Emergency Department, Ambulatory Care Center, and Tschannen Eye Institute, 365 days a year or during regular operating hours, respectively.
In addition to checking in patients and visitors, the team makes deliveries, helps way find and escort throughout the facilities, and ensures a positive arrival and departure. The Guest Relations team also works to coordinate with families, discharge teams, patient transport teams and other units, about the needs of patients and visitors.
- Salary or Pay Range: $2,045.98 - $3,524.90
- Salary Frequency: Bi-Weekly
- Salary Grade: 169
- UC Job Title: PAT NAVGTR NON-CLIN 3 CX
- UC Job Code: 005199
- Number of Positions: 1
- Appointment Type: Staff: Career
- Percentage of Time: 100%
- Shift (Work Schedule): Varied - must be willing to work weekends
- Location: Main Hospital (HSP001) - Sacramento, California
- Union Representation: CX-Clerical/Admin
- Benefits Eligible: Yes
- This position is 100% on-site
Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility by visiting UCnet Benefits Page or Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees.
- High quality and low-cost medical plans to choose from to fit your family's needs
- UC pays for dental and vision coverage for you and your family
- Retirement plans for eligible employees including Pension and other Retirement Saving Plans
- Supplemental insurance offered including additional life, short/long term disability, pet insurance, legal coverage, accident, critical illness and hospital indemnity
- Pregnancy and Parental Leave, Family & Medical Leave, Adoption Assistance and Pay for Family Care and Bonding for eligible employees
- Lactation Support Program and Family Care discounts and resources
- Employee Well-being resources and programming to support thriving in all aspects of employee's lives
- On-site Employee Assistance Program including access to free mental health services
- Generous amount of paid Holidays annually as outlined in the UC Policies or Collective Bargaining Agreements
- Paid Time Off/Vacation/Sick Time as outlined in the UC Policies or Collective Bargaining Agreements
- Continuing Education (CE) allowance and Staff Education Reimbursement Program for eligible employees
- Access to free professional development courses and learning opportunities for personal and professional growth
- Public Service Loan Forgiveness (PSLF) Qualified Employer and Student Loan Debt Counseling Program for eligible employees
- Standing - Frequent 3 to 6 Hours
- Walking - Frequent 3 to 6 Hours
- Sitting - Frequent 3 to 6 Hours
- Lifting/Carrying 0-25 Lbs - Frequent 3 to 6 Hours
- Lifting/Carrying 26-50 lbs - Frequent 3 to 6 Hours
- Lifting/Carrying over 50 lbs - Frequent 3 to 6 Hours
- Pushing/Pulling 0-25 Lbs - Frequent 3 to 6 Hours
- Pushing/Pulling 26-50 lbs - Frequent 3 to 6 Hours
- Pushing/Pulling over 50 lbs - Frequent 3 to 6 Hours
- Bending/Stooping - Frequent 3 to 6 Hours
- Squatting/Kneeling - Frequent 3 to 6 Hours
- Twisting - Frequent 3 to 6 Hours
- Climbing (e.g., stairs or ladders) - Frequent 3 to 6 Hours
- Reaching overhead - Frequent 3 to 6 Hours
- Keyboard use/repetitive motion - Frequent 3 to 6 Hours
- Chemicals, dust, gases, or fumes - Occasional Up to 3 Hours
- Loud noise levels - Occasional Up to 3 Hours
- Marked changes in humidity or temperature - Occasional Up to 3 Hours
- Sustained attention and concentration - Frequent 3 to 6 Hours
- Complex problem solving/reasoning - Frequent 3 to 6 Hours
- Ability to organize & prioritize - Frequent 3 to 6 Hours
- Communication skills - Frequent 3 to 6 Hours
- Numerical skills - Occasional Up to 3 Hours
- Constant Interaction - Frequent 3 to 6 Hours
- Customer/Patient Contact - Continuous 6 to 8+ Hours
- Multiple Concurrent Tasks - Continuous 6 to 8+ Hours
UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e.g., e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.
Must be willing to work flexible shifts, including weekends, holidays, and overtime as assigned.
- This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
- This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements
Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.
At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.
As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.
To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination
Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere
To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks
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