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 Title
Patient Navigator Non-Clinical 2 CX
Job Code
4468
Bargaining Unit
CX
FLSA
Non-Exempt
Generic Scope
Professional who applies acquired job skills, policies, and procedures to complete substantive assignments / projects / tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action.
Custom Scope
Serves as a non-clinical resource and liaison for patients and their families. Provides individualized support throughout the hospital stay and / or clinic visits. Develops expertise in the unit or clinic operations and systems to resolve issues across departments. This title is bargaining unit only. There should never be an uncovered position.
Key Responsibilities
Provides support during patient stay or clinic visit; facilitates scheduling, links patients to services across the health system. Addresses patient grievances at point of service. Identifies appropriate resource as needed. Utilizes knowledge of unit or clinic operations to propose new workflows or methods to increase future patient satisfaction. Gathers and documents patient issues, barriers or concerns by regular patient visits and open communications with families. Provides reports for management review and planning to increase patient satisfaction. Provides new patients with an overview of resources and general information on billing, scheduling, and locating resources for clinical questions or concerns. Collects and provides meaningful use and / or relevant operations data and metrics. Participates in medical center committees or task forces and other special projects as required to support improvements in the patient experience. Assists as liaison with other departments to facilitate improved coordination of care. Anticipates patient care coordination needs; provides general road map to patients to set expectations.
Education
Bachelor’s degree in related area and / or equivalent experience / training
Knowledge, Skills and Abilities
Acquiring knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations. Knowledge of Medical Terminology. Knowledge of data collection, compilation, and analytical techniques. Skills to comprehend and assess patient’s grievances to quickly locate appropriate resource for assistance. Working knowledge of the organization and how to get issues resolved. Solid interpersonal and customer service skills. Ability to be diplomatic and highly organized. Ability to remain calm under pressure and apply sound judgment. Ability to work independently in a fast-paced, demanding environment with minimal supervision. Ability to manage and oversee multiple tasks simultaneously, including high daily call volume. Ability to communicate effectively, both orally and in writing. Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.
Environment
Health care (hospital, clinical, classroom setting) or similar environment as the role requires.
