Job Function Summary:
This role involves providing non-clinical support, guidance, and assistance to patients and families as they navigate the complexities of the healthcare system within Gynecology and the UCSF Menopause Center. The primary goals are to enhance patient satisfaction, optimize care, and improve outcomes. The navigator acts as a communication liaison to understand and address the patient’s unique non-clinical needs, preferences, and concerns. Additionally, they guide patients and families to a wide range of services, resources, and information designed to support healing and ensure a positive, seamless patient care experience.
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.
Under the direction of the Administrative Director, Medical Director, and guided by the policies and procedures of the Ambulatory Services and the department, the Patient Navigator for Gynecology assists in the delivery of patient-centered care to patients in the UCSF OBGYN Women’s Health practice and Menopause Center. S/he provides individualized assistance and support acting as a resource and advocate for patients.
Responsible for empaneling of new patients, handling financial eligibility and referrals. Provides hands-on clinical assistance with menopause care in clinic. Provides telephone, MyChart, and in-person assistance to patients and internal and external medical providers. Accountable for prioritizing and handling multiple responsibilities simultaneously to provide customized coordination and support for an at-risk patient population. Required to sensitive offer patient care in emotionally complex situation.
The Patient Navigator provides patient care coordination by serving as a resource and liaison between patients and practitioners. Assists with navigating all aspects of the healthcare system. This involves developing expertise in the operations and systems underlying all service areas directly or indirectly related to Gynecology services. Employs analytical and risk stratification tools to identify patient subset requiring higher level of support in care coordination activities. The position requires high degree of independence, initiative, as well as exceptional social skills and emotional intelligence in order to support patients with a wide variety of psycho-social needs and effectively communicate with faculty and staff throughout the clinical enterprise.
This position is a vital and an integral part of the patient-centric care mission and direct patient education efforts of the UCSF Women’s Health Departments. It is the common goal of these programs to ensure women have full, equitable and convenient access to the clinical services they require and to the women- sensitive health education information needed to make informed decisions about their care. This position requires excellent oral and written communication skills; can work well with minimal supervision in a complex, fast pace and challenging environment, and must be able to manage and mitigate patient clinical and administrative issues.
Department Overview
The UCSF department of Obstetrics and Gynecology provides comprehensive, patient-centered care for women with complicated medical histories as well as routine OBGYN care for those women needing or choosing minimal intervention. Department operations are administered through interdependent sub-units and coordinated through a central administrative core.
Key Responsibilities
%
of time
Essential Function (Yes/No)
Key Responsibilities
(To be completed by Supervisor)
30%
YesProvides 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%
YesAddresses patient grievances at point of service. Identifies appropriate resource as needed. Investigates patient complaints and grievances about barriers (or perceived barriers) for patient satisfaction.
5%
YesAnalyzes 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.
15%
YesDevelops 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.
15%
YesCollects, 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%
YesParticipates 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%
YesLiaisons with departments, proposes improvements to workflows; facilitates improved coordination of care based on each practice's scheduling requirements.
20%
YesAnticipates and initiates coordination activities; provides road maps for patients to set expectations and coordinate care in alignment with patient's needs.
0
0
0
0
0
0
0
100%
Knowledge Skills and Abilities (KSAs)
Please list:
Knowledge, Skills and AbilitiesReq / PrefStrong 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.Pref 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.Pref Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.PRef Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation.Pref Excellent written and verbal communication skills.Pref Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area. 3+ years related work experienceRequired
Education, Licenses and Certifications:
List Education, Licenses and Certifications a candidate must possess or meet to be considered for the position. You may also select any of these attributes as being preferred. These will be included in the job posting/advertisement and will be used to screen applicants.
Education
Req / Pref
Bachelor's degree in related area and / or equivalent experience / training.Required
Certifications
Req / Pref
Medical AssistantPref
