Patient Navigator Clinical 3-5 HX

Job Summary

Involves the clinical expertise, coordination and advocacy to assist patients and their families to cope successfully with the complexity of the hospital and health care system. Primary goals are to increase patient satisfaction, and to optimize care and outcomes. Acts as a communication liaison to understand the patient’s individual clinical 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 Clinical 3 HX	Patient Navigator Clinical 4 HX	Patient Navigator Clinical 5 HX
Job Code	5179	4914	4915
Bargaining Unit	HX	HX	HX
FLSA	Exempt	Exempt	Exempt
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.	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.	Recognized organization-wide expert. Has significant impact and influence on organizational policy and program development. Regularly leads projects of critical importance to the organization; these projects carry substantial consequences of success or failure. Directs programs with organization-wide impact (or may have impact beyond the University) that include formulating strategies and administering policies, processes, and resources. Significant barriers to entry exist at this level.
Custom Scope	Serves as a clinical resource and liaison for patients and their families and assists with navigating all aspects of the healthcare system. Provides clinical education in regard to treatment and liaisons with the patient’s clinical service providers to address specific concerns. May have in-depth specialty expertise and focus. 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 “HX” ending.	Utilizes specialized knowledge and skills within major areas of focus, such as patient / family, nurses and nursing practice, and the organization / system. Provides specialized clinical education in regard to treatment and liaisons with the patient’s clinical service providers to address specific concerns. Has in-depth specialty expertise and focus. This title is bargaining unit only. There should never be an uncovered position.	Recognized as a patient navigation expert. Serves as an expert clinical resource and liaison for patients and their families. Navigates all aspects of the specialized area within the healthcare system. Provides specialized clinical education in regard to treatment and liaisons with the patient’s clinical service providers to address specific concerns. Has in-depth specialty expertise and focus. 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 “HX” ending.
Key Resp 01	Establishes and coordinates a supportive care plan with goals and interventions based on treatment and individual patient / service provider needs. Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare system for services.	Establishes and coordinates a highly specialized supportive care plan with goals and interventions based on treatment and individual patient / service provider needs. Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare system for services.	Serves as the medical center wide or systemwide expert on current best practices in patient clinical navigation methods. Provides guidance to leadership on implementing of new methods.
Key Resp 02	Works closely with service providers, advocating and representing the patient with a focus on the patient’s satisfaction with the clinical aspects of their treatment experience. Identifies and works to remove barriers to the plan of care as appropriate.	Works closely with specialized service providers, advocating and representing the patient with a focus on the patient’s satisfaction with the clinical aspects of their treatment experience. Identifies and works to remove barriers to the plan of care as appropriate.	Collaborates with leadership and clinicians in researching and creating relevant and current educational communications, materials and support resources for patients and families. Collaborates on resources for all levels of patient acuity and complexity.
Key Resp 03	Analyzes patient satisfaction reports and metrics regarding clinical treatment and patient understanding of their care plan. Pro-actively identifies problems in processes and clinical operations affecting patient satisfaction. Collaborates with clinical team to develop improvement processes to increase patient satisfaction.	Analyzes patient satisfaction reports, develops key metrics and implements changes regarding specialized clinical treatment and patient understanding of their care plan. Pro-actively identifies problems in processes and clinical operations and proposes solutions improving patient satisfaction for situations with little or no precedent. Develops and manages metrics to evaluate and improve program and patient outcomes.	Participates in system-wide committees and strategic planning with clinicians across services to develop plans that improve health care delivery and the coordination and / or integration of clinical services.
Key Resp 04	Coordinates clinical and non-clinical resources based upon patient’s diagnosis, insurance coverage and community programs. Applies clinical knowledge to explain treatment options. Identifies patient’s preferences, and any barriers to the treatment plan implementation.	Coordinates highly specialized clinical and non-clinical resources based upon patient’s diagnosis, insurance coverage and community programs. Applies specialized clinical knowledge to explain treatment options. Identifies patient’s preferences, and any barriers to the treatment plan implementation.	Develops and oversees the implementation of highly specialized clinical and non-clinical resources based upon patient’s diagnosis, insurance coverage and community programs.
Key Resp 05	Collects, evaluates, and presents meaningful use and / or relevant operational or clinical data to leadership. Establishes recommendations for follow up and action plans for improvement in clinical areas.	Collects, evaluates, recommends, and presents meaningful use and / or relevant operational or clinical data to leadership. Establishes recommendations for follow-up and action plans for improvement in specialized clinical area.	Develops metrics for meaningful use and / or relevant operational or clinical data. Establishes protocols for follow up and leads and develops action plans for improvement in specialized clinical area.
Key Resp 06	Assists in developing a culture oriented around patient satisfaction. Participates in relevant committees, task forces, coalitions, associations, and meetings to represent the clinic and the patients. May participate on teams for improvements in clinical applications, in conjunction with workflows.	Takes lead role in developing a culture oriented towards patient satisfaction. Participates in relevant committees, task forces, coalitions, associations, and meetings to represent the clinic and the patients. Participate or leads on teams for improvements in clinical applications, in conjunction with workflows.	Takes lead role in developing a culture oriented towards patient satisfaction. Participates in relevant committees, task forces, coalitions, associations, and meetings to represent the clinic and the patients. Participate or leads on teams for improvements in clinical applications, in conjunction with workflows.
Key Resp 07	Liaisons with clinicians and departments, proposes improvements to workflows; facilitates improved coordination of care based on patient’s treatment plan and each practice’s scheduling requirements.	Provides expert liaison support to clinicians and departments, proposes improvements to workflows; facilitates improved coordination of care based on patient’s treatment plan and each practice’s scheduling requirements.	Serves as a resource to clinicians and departments, develops and implements improvements to workflows.
Key Resp 08	Anticipates and initiates coordination activities; provides road maps for patients to set expectations and coordinate care in alignment with patient’s needs. May include reviewing clinical case with provider team to schedule evaluation services.	Anticipates and initiates coordination activities; provides road maps for patients to set expectations and coordinate highly specialized care in alignment with patient’s needs. Includes reviewing clinical case with provider team to schedule evaluation services.	Consults with clinicians and reviews patient satisfaction reports to develop patient plans in highly specialized care areas.
Key Resp 09	Follows up with patients and families using established escalation and triage protocols and documents according to standards. Assists with developing / refining of protocols and participates in documentation improvement activities.	Teaches / orients new staff to the workflows. Creates and refines documentation and workflow standards based on changing needs and patient management strategies.
Key Resp 10	Assists and supports new staff to the workflows and processes; trains in new technologies.	Teaches, mentors and coaches others in new workflows and technologies.
Key Resp 11	Reports issues to appropriate provider and / or department manager. Solicits feedback on patient / family interactions / style / efficacy from peers and managers.	Manages debriefing and follow-up with patients and families. Proactively creates systems to facilitate coordination and communication.
Education	Bachelor’s degree in related area and / or equivalent experience / training	Bachelor’s degree in related area and / or equivalent experience / training	Advanced degree in related area and / or equivalent experience / training
License Requirement	Requires clinical licensure in relevant discipline.	Requires clinical licensure in relevant discipline.	Requires clinical licensure in relevant discipline.
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	Strong general clinical knowledge in a variety of modalities, or significant expertise in a specialty area. Ability to assess patient needs and make appropriate referrals for ancillary support services and programs.	Advanced clinical knowledge in a variety of modalities, or significant expertise in a specialty area. Advanced ability to assess patient needs and make appropriate referrals for specialized support services and programs.	Expert clinical knowledge in a variety of modalities, or significant expertise in a specialty area. Expert ability to assess patient needs and make appropriate referrals for specialized support services and programs.
KSA 02	Advanced skills in assessing patient’s grievances and locating appropriate resources to get issues resolved. Skills to intervene and assist with patient’s questions or concerns about treatment plan.	Advanced skills in assessing patient’s grievances and locating appropriate resources to get issues resolved. Advanced skills to intervene and assist with patient’s questions or concerns about treatment plan.	Highly developed skills in assessing patient’s grievances and locating appropriate resources to get issues resolved. Highly developed skills to intervene and assist with patient’s questions or concerns about treatment plan.
KSA 03	Excellent customer service skills, working with a high volume and high expectations customer base. Ability to support patients with a wide variety of clinical and non-clinical needs.	Advanced patient care skills, working with a high volume and high expectations customer base. Strong ability to support patients with a wide variety of clinical and non-clinical needs.	Highly developed patient care skills, working with a high volume and high expectations customer base. Strong ability to support patients with a wide variety of clinical and non-clinical needs.
KSA 04	Ability to work in a complex, multi-divisional environment with the skills to establish priorities, set objectives and achieve stated goals. Ability to utilize project management tools. Excellent analytical and problem-solving skills.	Advanced skills and expertise working in a complex, multi-divisional environment, with proven ability to initiate projects and lead teams, prioritize tasks, and direct projects successfully from inception to completion on task and on schedule.	Highly developed skills and expertise working in a complex, multi-divisional environment, with proven ability to initiate projects and lead teams, prioritize tasks, and direct projects successfully from inception to completion on task and on schedule.
KSA 05	Clear and concise communication skills to teach patients about complex, sensitive clinical issues.	Advanced communication skills to teach patients about complex, sensitive clinical issues.	Highly developed communication skills to teach patients about complex, sensitive clinical issues.
KSA 06	Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.	Demonstrated knowledge with Windows-based software including Microsoft word, Excel, Outlook. Strong Knowledge of clinical based computer systems and software.	Demonstrated knowledge with Windows-based software including Microsoft word, Excel, Outlook. Strong Knowledge of clinical based computer systems and software.
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.