Patient Navigator Lead, QI Specialist

UCSF Health; San Francisco (CA); On-site; USD 75,000 - 105,000; Full time

Job summary

UCSF Health seeks a Patient Navigator Lead to support patients and families through complex healthcare journeys. You will enhance satisfaction by guiding access to services, information, and amenities, ensuring quality care experiences.

The role emphasizes collaboration with care teams, adherence to patient rights and regulatory standards, and process improvements to optimize workflows across behavioral health services.

Qualifications

• Bachelor's degree or equivalent experience required.
• 4-5 years of experience with direct care coordination.
• Advanced knowledge of patient rights, Joint Commission standards, and CMS regulations.

Responsibilities

• Provide non-clinical support and guidance to patients and families.
• Act as liaison to understand non-clinical needs and concerns.
• Guide patients to services and information to improve access and satisfaction.

Skills

Interpersonal skills

Customer service

Communication skills

Analytical thinking

Problem-solving

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Word

Excel

Outlook

Job description

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.

Job Description

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 (not customizable, will not be used in the job posting/advertisement)

Technical leader with a high degree of knowledge in the overall field and recognized expertise in specific areas; problem-solving frequently requires analysis of unique issues / problems without precedent and / or structure. May manage programs that include formulating strategies and administering policies, processes, and resources; functions with a high degree of autonomy.

Custom Scope (customizable, will be used in the job posting/advertisement)

Applies extensive knowledge of patient navigator practices to develop processes to improve access efficiency and productivity. Represents team members and partners with leadership in the enhancement of operational workflows.

Department Overview

UCSF Behavioral Health offers an expansive list of services that cater to both Adults and Children. With most programs housed under the newly built Nancy Friend Pritzker building, the department allows patients to have a centralized location for all their behavioral health care needs under one roof. The Patient Navigator Lead will play pivotal role in the improvements of day to day workflows.

Qualifications

Required Qualifications:

• Bachelor's degree in related area and / or equivalent experience / training.
• At least 4-5 years of experience with direct care coordination
• Advanced knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations. Knowledge of Medical Terminology. Advanced knowledge of data collection, compilation, and analytical techniques.
• Advanced skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance. Advanced knowledge of the organization and how to get issues resolved.
• Advanced interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.
• Advanced analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation.
• Advanced 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.

Preferred Qualifications

• Lean Certification
• Project Management Professional Certification (PMP