Patient Navigator Non-Clinical 2-4 CX

Job 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 Title	Patient Navigator Non-Clinical 2 CX	Patient Navigator Non-Clinical 3 CX	Patient Navigator Non-Clinical 4 CX
Job Code	4468	5199	5205
Bargaining Unit	PSS	PSS	PSS
FLSA	Non-Exempt	Exempt	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.	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.	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	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.	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. This title is bargaining unit only. There should never be an uncovered position.	Applies extensive knowledge of patient navigator practices to develop processes to improve access efficiency and productivity. Implements projects of large scope and high degrees of complexity. Typically, the bargaining unit job code should be used for work covered by this title. However, if the position is not covered by the Higher Education Employer-Employee Relations Act (HEERA) due to one of the following reasons—(1) Confidential status, where duties normally require access to confidential information that significantly influences the development of management’s bargaining or grievance positions; (2) employed outside of California at a location with 100 or fewer employees; or (3) Supervisory status, where duties include supervising employees as a regular part of the job—then the position should be listed under the generic title without the “CX” ending.
Key Resp 01	Provides support during patient stay or clinic visit; facilitates scheduling, links patients to services across the health system.	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.	Implements operational procedures ensuring efficiencies. Ensures department / clinic operations are compliant with internal standards and external regulations.
Key Resp 02	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.	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.	Assesses patient grievance processes and identifies trends. Recommends methods and processes to improve patient access, operational efficiency and productivity.
Key Resp 03	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.	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.	Develops and implements patient satisfaction reports and metrics to identify areas for improvement. Collaborates with managers and colleagues across the healthcare system to implement new policies, programs and processes.
Key Resp 04	Provides new patients with an overview of resources and general information on billing, scheduling, and locating resources for clinical questions or concerns.	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.	Monitors usage and needs to ensure patient resource materials meet the needs. Works with Medical Library to identify costs for expanding resources.
Key Resp 05	Collects and provides meaningful use and / or relevant operations data and metrics.	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.	Assesses processes and meaningful-use data and identifies trends. Recommends methods and processes to improve patient access, operational efficiency and productivity.
Key Resp 06	Participates in medical center committees or task forces and other special projects as required to support improvements in the patient experience.	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.	Leads or participates in medical center committees or task forces and other special projects as required to support improvements in the patient experience.
Key Resp 07	Assists as liaison with other departments to facilitate improved coordination of care.	Liaisons with departments, proposes improvements to workflows; facilitates improved coordination of care based on each practice’s scheduling requirements.	Collaborates with department management to develop improvements to workflows and processes.
Key Resp 08	Anticipates patient care coordination needs; provides general road map to patients to set expectations.	Anticipates and initiates coordination activities; provides road maps for patients to set expectations and coordinate care in alignment with patient’s needs.
Education	Bachelor’s degree in related area and / or equivalent experience / training	Bachelor’s degree in related area and / or equivalent experience / training	Bachelor’s degree in related area and / or equivalent experience / training
Spec Cond 1	Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information, and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations.	Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information, and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations.	Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information, and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations.
KSA 01	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.	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.	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.
KSA 02	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.	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.	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.
KSA 03	Solid interpersonal and customer service skills. Ability to be diplomatic and highly organized. Ability to remain calm under pressure and apply sound judgment.	Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.	Advanced interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.
KSA 04	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.	Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation.	Advanced analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation.
KSA 05	Ability to communicate effectively, both orally and in writing.	Excellent written and verbal communication skills.	Advanced written and verbal communication skills.
KSA 06	Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.	Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.	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.	Health care (hospital, clinical, classroom setting) or similar environment as the role requires.	Health care (hospital, clinical, classroom setting) or similar environment as the role requires.