Patient Navigator

Please note: this is a temporary assignment (3 months) 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.

Responsibilities:

• Provides support to patients throughout their stay or clinic visit
• Recommends process improvements to enhance patient satisfaction and navigation across the healthcare system
• Addresses patient grievances at the point of service and identifies appropriate resources for resolution
• Investigates patient complaints and grievances related to barriers or perceived barriers to patient satisfaction
• Analyzes patient satisfaction reports and metrics to identify opportunities for improvement
• Collaborates with managers and colleagues across the healthcare system to develop and implement process changes and action plans
• Develops and maintains a library of patient resources and orientation materials
• Provides new patients with an overview of available resources, including billing, scheduling, and clinical support
• Collects, evaluates, and presents relevant operational data and metrics to leadership
• Develops recommendations for follow-up and action plans to support continuous improvement
• Participates in medical center committees, task forces, and special projects to support improvements in the patient experience
• Contributes to the development of marketing tools and follow-up surveys to increase patient awareness and positively impact the overall patient experience
• May participate on teams focused on clinical application and workflow improvements
• Serves as a liaison with departments to identify workflow improvements and facilitate coordination of care based on practice-specific scheduling requirements
• Anticipates and initiates coordination activities to support patient needs and expectations
• Develops patient roadmaps and provides guidance to help patients understand next steps and coordinate care in alignment with their individual needs

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