Healthcare Patient Navigator

OPH Clinical Programs

Full Time

83510BR

Job Summary

The Health Care Navigator will serve as a 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.

The Health Care Navigator will be responsible for having a broad understanding of the services provided by the UCSF OPH Population Health Outreach Team and Quality Incentive Program (QIP) and duties may include:
* Assisting with quality improvement projects aimed at tracking outcomes
* Providing services to patients as directed by the providers plan of care and/or Nurse Coordinator
* Assisting in patient outreach to meet the QIP metrics

The Health Care Navigator provides expert, safe and efficient telephonic outreach on behalf of the UCSF Office of Population Health. This Health Care Navigator works as part of a dynamic care management team and will be responsible for monitoring telephone calls and gathering all necessary pertinent information. Ensures all necessary calls and messages are handled in an expedient manner. Collaborates with Nurse Coordinators and leadership as needed to trouble shoot clinical concerns.

The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. The annual salary range for this position is $52,800-$113,000.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Department Description

This Health Care Navigator (HCN) is part of a dynamic team within the Office of Population Health Clinical Programs. This position reports to the Manager, Population Health Outreach Team. The HCN is a flexible role that requires being on-site at variable UCSF locations in San Francisco and remote work. The incumbent should be able to provide a safe and private home office environment for conducting patient outreach and UCSF business. The Office of Population Health (OPH) leads UCSF's development of innovative care models to improve the value and quality of care and improve health outcomes for identified populations and facilitates implementation of these care models across the health system. OPH is responsible for fulfilling UCSF Health's accountable care contracts and fostering care partnerships across a clinical network. This department is comprised of four main teams: (1) Clinical Programs, (2) Population Health Quality and Performance Improvement, 3) Ambulatory Risk Capture/Medicare Advantage Operations, and 4) Population Health Administration.

Required Qualifications

• Bachelor's degree and two or more years of previous experience working in a healthcare related field OR six years of an equivalent combination of education and experience (e.g. EMT, health educator, community health worker, social worker, health plan, medical corps and clinical office staff).
• 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.
• Strong interpersonal and customer service skills.
• Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.
• Excellent analytical and problem-solving skills.
• Ability to develop solutions and recommend changes and follow through with implementation.
• Excellent written and verbal communication skills.
• Has the skills 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
• Knowledge of medical terminology.
• The ability to work in Brisbane when required.

Preferred Qualifications

• Prior experience developing workflow procedures and implementing systems to improve operations.
• Proficiency with EPIC APeX applications.
• Interest and/or experience working with older adults who may have cognitive difficulties.
• Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations.
• Strong knowledge of data collection, compilation, and analytical techniques.
• Proficiency with Windows-based software including Microsoft word, Excel, Outlook.
• Knowledge of computer systems and software used in functional area.

About UCSF

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.

Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Organization

Health

Job Code and Payroll Title

004198 PAT NAVGTR NON-CLIN 3

Job Category

Administrative Support, Support Services

Bargaining Unit

99 - Policy-Covered (No Bargaining Unit)

Employee Class

Career

Percentage

100%

Location

Brisbane, CA

Campus

Brisbane

Work Style

Hybrid

Shift

Days

Shift Length

8 Hours

Additional Shift Details

M-F