Patient Navigator 3

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 The Center of Pregnancy Options and Gynecology. 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 Nurse Director, MA Supervisor, Medical Director, and guided by the policies and procedures of the Ambulatory Services and the department, the Patient Navigator for Center for Pregnancy Options (CPO) assists in the delivery of patient-centered care to patients in the UCSF Women’s

Health family planning practice. S/he provides individualized assistance and support to patients during their family planning and abortion services, 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 Center for Pregnancy Options provides safe, caring, and expert abortion and miscarriage services, training, and family planning research. Highly trained UCSF faculty provides these services for residents at different stages of their teaching curriculum. They support medical students who rotate through the clinic. CPO accepts most insurance including both private and Medi-Cal, and provides abortion for social, medical and fetal (all) indications in the first and second trimesters and treatment of miscarriage. Contraception or preconception planning is included per patient needs.

 

 

Knowledge Skills and Abilities (KSAs) Knowledge, Skills and Abilities Req / Pref 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. Req 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. Req Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians. Req Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation. Req Excellent written and verbal communication skills. Req Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area. Req 3+ years related work experience Req Abortion clinic experience Pref Two (2) years of relevant experience Pref Ultrasound experience Pref Education, Licenses and Certifications: Education Req / Pref Bachelor's degree in related area and / or equivalent experience / training. Required Licenses Req / Pref Certifications Req / Pref Current Medical Assistant license Pref Current Vocational Nurse license Pref Problem Solving Common problems solved by the employee: - Works closely with faculty providers, residents, fellows, other departments, and management and provides high-level patient care coordination support for clinical practice. Serves as a liaison between a patient and practitioners and helps patients navigate external and internal family planning services. - Acts as a point of contact for patients and colleagues for CPO-related questions and concerns and regularly collects patient feedback and/or complaints. Assists with patient questions and concerns about administrative, financial, or clinical issues. Facilitates processes and communication with health care team to ensure patients receive quick resolution to their questions/concerns by expediting contact with appropriate care providers. Less frequent and more complex problems solved by the employee: - Maintains, analyzes all relevant patient databases, and provides monthly statistics reporting regarding progress in achieving measurable performance indicators. Problems/situations that are referred to this employee's supervisor: - Patient grievances that need leadership guidance - Financial-related escalations

Registered Medical Assistant American Medical Technologists

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

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 https://www.ucsf.edu/about/mission-and-values . In addition to , 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 https://diversity.ucsf.edu/ . Join us to find a rewarding career contributing to improving healthcare worldwide.

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.