Patient Navigator

TEP-Health Employees

Temporary Employment

87681BR

Job Summary

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.

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.

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Department Description

UCSF's Temporary Employment Program (TEP) recruits and hires temporary employees for immediate clerical and technical support services to UCSF Departments and various off-campus locations. UCSF departments deploy temporary employees to work on special projects, fill in for regular employees who are on vacation or leave, or to temporarily fill a vacant position during recruitment. Frequently temporary employees become successful candidates for career and limited appointment positions.

Required Qualifications

• 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

Preferred Qualifications

• Experience working with patients and families affected by TBI

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Organization

TEP

Job Code and Payroll Title

004468 PAT NAVGTR NON-CLIN 2 CX

Job Category

Administrative Support, Allied Health, Temporary Employment

Bargaining Unit

Teamsters Local 2010 - Clerical and Allied Services Unit (CX)

Employee Class

Temporary Employment

Percentage

100%

Location

San Francisco, CA

Campus

Parnassus Heights (SF)

Work Style

Fully On-Site

Shift

Days

Shift Length

8 Hours

Additional Shift Details

Monday - Friday