A Brief Overview

The Provider Navigator ensures a seamless, high-quality onboarding experience for new providers from initial application through their first year. This role coordinates all onboarding activities, partners with internal departments and stakeholders, and proactively manages timelines to ensure providers are fully prepared and start on schedule. Serving as a central liaison, this role resolves issues, facilitates communication, supports orientations and training, and monitors compliance requirements, while contributing to projects and initiatives that enhance the overall provider experience.

What You Will Do

• Facilitates and coordinates the comprehensive onboarding processes for new providers to include independent, contracted, or employed providers, delivering a concierge-like and seamless provider experience by providing a high level of customer service from the time the provider applies for privileges at University Hospitals for a period of one year after appointment.
• Establishes highly effective working relationships with new providers, internal customers, medical staff services and all onboard stakeholder departments to skillfully coordinate and monitor the progress of onboarding efforts to ensure start dates are met.
• Ensures a successful and smooth onboarding process by leading internal onboarding status calls, following up on pending items, and maintaining excellent and timely communication with providers, stakeholders and internal departments.
• Liaison to all onboard stakeholders for communication, removing barriers, solutions to problems.
• Escalates problems, errors, or other issues that may create delays in the providers start date.
• Manages communication with all impacted departments related to the providers progression through all required steps, to include, but not limited to: Recruitment/Physician Services, Medical Staff Services/Credentialing, Compensation, Provider Enrollment, Human Resources, Legal, and Information Technology.
• Conducts hospital-specific orientations, schedules training and sets-up meet-and-greet meetings with key individuals at each applicable hospital.
• Ongoing monitoring of provider regulatory requirements includes but not limited to compliance training, FIT testing, fire in the OR, and malignant hyperthermia safety in partnership with UH Quality and the Medical Staff Office.
• Facilitates communication of unsigned notes in compliance with GM-93 in partnership with the Chief Medical Officers.
• Support market projects, initiatives and presentation, thru scheduling, data and organizational support.

Additional Responsibilities

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Education

• Bachelor's Degree in healthcare administration, business administration or related field (Required) and
• Master's Degree (Preferred)

Work Experience

• 3+ years experience in project management or similar experience collaborating with large, diverse teams. (Required) and
• Credentialing experience helpful (Preferred) and
• Physician and provider onboarding experience for both inpatient and outpatient providers (Preferred) and
• Advanced excel and analytical skills (Preferred) and
• Advanced Microsoft Office (Preferred)

Knowledge, Skills, & Abilities

• Knowledge of project management standards and experience in successfully tracking project timelines and status updates and communicating expectations, risks and concerns. (Required proficiency)
• Skill in managing various, unique circumstances and projects as well as diverse. (Required proficiency)
• Exceptional problem-solving and conflict resolution skills. (Required proficiency)
• Strong oral and written communication and presentation skills. (Required proficiency)
• Ability to engage all levels of the organization. (Required proficiency)
• Skill in understanding cultural differences and experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds. (Required proficiency)
• Ability to work with minimal supervisor, set priorities and follow through to accomplish results. (Required proficiency)
• High degree of professionalism and integrity and ability to work in a highly confidential environment. (Required proficiency)
• Ability to build relationships, establishing trust and respect with providers and internal customers. (Required proficiency)
• Exceptional customer services skills with a friendly and approachable demeanor and high emotional intelligence. (Required proficiency)
• Ability to work under pressure and sustain a fast-paced work environment. (Required proficiency)
• Experience with Microsoft Office Suite. (Required proficiency)

Licenses and Certifications

• Project Management Certification (Preferred)

Physical Demands

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely up to 20 lbs
• Carrying Rarely up to 20 lbs
• Pushing Rarely up to 20 lbs
• Pulling Rarely up to 20 lbs
• Climbing Rarely up to 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

Will travel to each of the following locations once a week

• University Hospitals Parma Medical Center
• University Hospitals Elyria Medical Center
• University Hospitals St. John Medical Center