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):

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

Serves as a non-clinical resource and liaison for patients and their families in outpatient psychiatry. Assists with navigating all aspects of the healthcare system. Understands and is able to prioritize referrals based on diagnosis and current treatment status to ensure complex patients are scheduled according to practice priorities. Liaisons with other departments, proposes improvements to workflows; facilitates improved coordination of care based on each practice’s scheduling requirements.Provides support during patient stay or clinic visit. 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.Develops library of resources, and orientation information for patients. Provides new patients with an overview of resources and general information on billing, scheduling, and locating resources for clinical questions or concerns.

Knowledge Skills and Abilities (KSAs)

Please list:

Knowledge, Skills and Abilities	Req / Pref
Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations. Knowledge of Medical Terminology. Strong knowledge of data collection, compilation, and analytical techniques.	Required
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.	Required
Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.	Required
Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation.	Required
Excellent written and verbal communication skills.	Required
Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.	Required
Proficiency with Epic EMR	Preferred
Experience in healthcare community outreach	Preferred
Knowledge of behavioral health services and experience with the patient population	Preferred
Minimum 3 years of relevant experience	Required

Education, Licenses and Certifications:

Education	Req / Pref
Bachelor's degree in psychology or related area and / or equivalent experience / training.	Preferred
Master’s Degree in related area and / or equivalent experience / training.	Preferred

Licenses	Req / Pref
n/a

Certifications	Req / Pref
Lean Certification	Preferred

Special Conditions of Employment:

Common problems solved by the employee:

Identifying which provider or clinic within our department that a patient would be best served at according to patient need and clinical inclusion/exclusion criteria. This would include reviewing the referral, chart review, and collecting information from the patient and family.
Coordinating with external referring providers to assist in patient receiving care. Act as communication bridge between UCSF provider and external provider to support patient.

Less frequent and more complex problems solved by the employee:

Addressing a patient grievance and collecting data to identify areas of improvement. Presenting an idea to help improve patient experience to management. Helping to implement improvement effort.
Connecting patient/family with community resources.

Problems/situations that are referred to this employee's supervisor:

Provider requests changes to clinic schedule that affect patient access
Patient grievance the employee is unable to resolve after attempting service recovery

% of time	Essential Function (Yes/No)	Key Responsibilities (To be completed by Supervisor)
25		Provides case-management and coordination of care in alignment with patient’s needs and provider referral. Anticipates and initiates coordination activities; provides a road map for patients to set expectations.
20		Provides support during patient stay or clinic visit. Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare system for services.
5		Addresses patient grievances at point of service. Identifies appropriate resource as needed. Investigates patient complaints and grievances about barriers (or perceived barriers) for patient satisfaction.
10		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.
10		Develops library of resources, and orientation information for patients. Provides new patients with an overview of resources and general information on billing, scheduling, and locating resources for clinical questions or concerns.
5		Performs complex scheduling and referral coordination. Understands and is able to prioritize new patient scheduling based on diagnosis and current treatment status to ensure complex patients are scheduled according to practice priorities.
5		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.
5		Participates in medical center committees or task forces and other special projects as required to support improvements in the patient experience. Contributes to creating new marketing tools and follow-up surveys to increase patient awareness and positively impact overall business. May participate on teams for improvements in clinical applications, in conjunction with workflows.
5		Liaisons with departments, proposes improvements to workflows; facilitates improved coordination of care based on each practice’s scheduling requirements.
10		Additional duties assigned due to patient demand (e.g. new patient registration, insurance benefit checks and authorizations, scheduling, appointment check-in, purchasing of clinical supplies)
100%

Budgeted Job Salary Range: 56,000-12,000

UCSF

Patient Navigator 3

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