NX Patient Experience Navigator - Navigation Services
Company: Lucile Packard Children's Hospital Stanford
Location: Palo Alto
Posted on: April 28, 2024
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Job Description:
Patient Services
0.001 FTE, 8 Hour Day Shift
At Stanford Children's Health, we know world-renowned care begins
with world-class caring. That's why we combine advanced
technologies and breakthrough discoveries with family-centered
care. It's why we provide our caregivers with continuing education
and state-of-the-art facilities, like the newly remodeled Lucile
Packard Children's Hospital Stanford. And it's why we need caring,
committed people on our team - like you. Join us on our mission to
heal humanity, one child and family at a time.
Job Summary
This paragraph summarizes the general nature, level and purpose of
the job.
The Patient Navigator supports the patient's medical care by
providing non-medical guidance and assistance for the patient and
family. Responsible for daily visits to each patient and his/her
family in assigned departments, to act as a communication liaison
and to hear and understand the patient's individual needs, desires,
and concerns, and then to guide and connect the patient and family
to a range of non-medical services, amenities, and information that
can support effective healing and ensure satisfaction with the
hospital experience at Lucile Packard Children's Hospital. The
Patient Navigator assumes responsibility and accountability for the
management of resources through interdisciplinary collaboration to
achieve optimal patient outcomes. Functions as a resource and a
liaison between the patient, the medical center, and the community
it serves; ensure patient rights are respected; and provide a
channel for problem mediation and resolution to promote the highest
quality of care and customer satisfaction. The navigator is
responsible for working with colleagues at the Stanford University
Medical Center and at Stanford University to manage medical
referrals and ongoing care and stewardship of International
clientele, who are also philanthropy prospects. Manages the entire
experience of referred patients/families in all aspects of their
care before, during or after any encounter with or at Stanford
Children's Health. Facilitates scheduling of physician appointments
and care experiences during in-and out-patient encounters of key
individuals, and assist in negotiating the full spectrum of the
Stanford healthcare system, including for Executive Health and
Corporate Partners Program patrons.
Essential Functions
The essential functions listed are typical examples of work
performed by positions in this job classification. They are not
designed to contain or be interpreted as a comprehensive inventory
of all duties, tasks, and responsibilities. Employees may also
perform other duties as assigned.
Employees must abide by all Joint Commission Requirements including
but not limited to sensitivity to cultural diversity, patient care,
patient rights and ethical treatment, safety and security of
physical environments, emergency management, teamwork, respect for
others, participation in ongoing education and training,
communication and adherence to safety and quality programs,
sustaining compliance with National Patient Safety Goals, and
licensure and health screenings.
Must perform all duties and responsibilities in accordance with the
hospital's policies and procedures, including its Service Standards
and its Code of Conduct.
Responsible for doing daily rounds on patient care units,
evaluating and triaging calls from patients and families, assessing
needs, investigating problems or complaints and facilitating follow
up with the appropriate person or departments. Daily visitation of
patients on assigned units
Gathers feedback proactively by rounding on inpatient rooms and
speaking with families in clinic. Formulates any necessary action
plans and follow-up based on feedback received. This may include
immediate problem-solving and/or service recovery.
Collaborates with team members to develop improvement projects to
address patient feedback. Assists with identifying areas for
improvement based on daily interactions with patients and
observations. Works with unit personnel on initiatives to improve
the patient experience
Provides support and guidance during patient hospital stay or
clinic visit and being responsive to any concerns or complaints the
patient and/or family may have. Provides resolution of issues at
point of service
Helps patients secure appointments across specialties. Facilitates
scheduling of physician appointments and care experiences during
in-and out-patient encounters of individuals, and assist in
negotiating the full spectrum of the Stanford healthcare
system.
Acts as non-clinical liaison/concierge/navigator for patient in all
aspects of their care at SUMC before, during or after an encounter
with a Stanford medical facility. Serves as a link to services
across the health system: social work, pastoral care, physical
therapy, other specialties; connecting patients to financial
counseling or other care settings
Provide efficient, individualized services to international
patients seeking care or second-opinion diagnoses at the Stanford
Children's Health. Coordinates and interface with faculty and
community physicians, hospital departments and clinics as well as
with patients and their families to improve access to all
institutional services and to facilitate comfortable, efficient
visits
Coordinates and schedules appointments and admissions adhering to
the special needs of the international patient and referral
algorithms in place. Makes arrangements for interpreter services as
requested by patient or family and in accordance with department
policies.
Implements training strategies to build understanding in medical
center staff of the value of grateful patients to institutional
fundraising.
Participates in rotating 24/7 coverage of service - flexible
schedule will be determined based on patient volume
Plans and implements individualized fundraising strategies to
obtain major and leadership gifts from grateful patients. Works
with community physicians to bring their patients into a grateful
patient position at Stanford
Serves as a contact for patients, families and guests who have a
need/want while in the hospital, or after the patient's hospital
stay. Coordinates access to hospital and community resources for
patients and families
Responsible for listening to and assessing patient needs, and
taking the steps necessary to resolve any concerns or problems in
an effective and timely manner; Exhibiting the highest degree of
professionalism, friendliness, helpfulness, and customer
service.
Serves as liaison between patients and the hospital through whom
patients may voice their problems and concerns. Accurately
documents all patient complaints in complaint tracking system;
Monitors and updates complaints and their resolutions in the
database which is used for quality improvement activities for the
organization
Investigates patient/family complaints/grievances and provides
appropriate/timely response; Maintains regular communication during
the investigation and, based on investigation results, formulates
written response, when appropriate
Shares appropriately updates with patients and families, in
accordance with HIPAA guidelines. Provides information and
assistance in completion of Advance Health Care Directives;
educates department staff on updates and revisions of these
documents. Provide information and assistance in completion of
Advance Health Care Directives.
Collaborates with department managers to meet patient expectations
and quality outcomes building a patient focused culture.
Coordinates recruitment, orientation, training and management of
volunteers that enhance patient experience; participates in medical
center committees/task forces and other special projects as
required to support patient experience
Attends appointments and/or care conferences as requested by
patients, physicians or staff
Minimum Qualifications
Any combination of education and experience that would likely
provide the required knowledge, skills and abilities as well as
possession of any required licenses or certifications is
qualifying.
Education: Bachelor's degree in a work-related discipline/field
from an accredited college or university
Experience: Three (3) years of progressively responsible and
directly related work experience
License/Certification: None
Knowledge, Skills, & Abilities
These are the observable and measurable attributes and skills
required to perform successfully the essential functions of the job
and are generally demonstrated through qualifying experience,
education, or licensure/certification.
Strong hospitality and customer service skills
Ability to be diplomatic and highly organized
Ability to comprehend and discuss patient's medical care and
nursing care with physicians, nurses and other healthcare
professionals in order to assess patient grievances
Ability to communicate effectively, both orally and in writing
Ability to display a highly professional demeanor
Ability to establish and maintain effective relationships with
widely diverse groups, including individuals at all levels both
within and outside the organization and gain their cooperation
Ability to handle potentially sensitive situations by applying
consultative skills in working with internal and external
constituent groups.
Ability to maintain confidentiality of sensitive information
Ability to remain calm under pressure and apply sound judgment
Ability to resolve conflicts and/or negotiate with others to
achieve positive results; establish and maintain effective
interpersonal relationships
Ability to strategize large gift solicitations and to demonstrate
sensitivity to the motivations of those who make them
Ability to utilize project management tools
Ability to work in a complex, multi-divisional environment with the
skills to establish priorities, set objectives and achieve stated
goals
Ability to speak, read, write, and understand English effectively
at a level appropriate for the safe and effective performance of
the job
Knowledge of academic institutions and academic medical centers and
how they work.
Knowledge of academic institutions and academic medical centers and
how they work Knowledge of all clinical and academic disciplines
pertaining to the operation of a complex medical center.
Knowledge of all formal etiquette and protocol at an international
level
Knowledge of computer systems and software used in functional
area
Knowledge of data collection, compilation, and analytical
techniques
Knowledge of Medical Terminology
Knowledge of the health care industry
Ability to understand and develop in-depth knowledge of Patient
Rights & Responsibilities, Joint Commission standards, and Centers
for Medicare/Medicaid regulations
Physical Requirements and Working Conditions
The Physical Requirements and Working Conditions in which the job
is typically performed are available from the Occupational Health
Department. Reasonable accommodations will be made to enable
individuals with disabilities to perform the essential functions of
the job.
Pay Range
Compensation is based on the level and requirements of the
role.
Salary within our ranges may also be determined by your education,
experience, knowledge, skills, location, and abilities, as required
by the role, as well as internal equity and alignment with market
data.
Typically, new team members join at the minimum to mid salary
range.
Minimum to Midpoint Range (1.0 FTE): $88,400.00 to $117,228.80
Equal Opportunity Employer
L ucile Packard Children's Hospital Stanford strongly values
diversity and is committed to equal opportunity and
non-discrimination in all of its policies and practices, including
the area of employment. Accordingly, LPCH does not discriminate
against any person on the basis of race, color, sex, sexual
orientation or gender identity, religion, age, national or ethnic
origin, political beliefs, marital status, medical condition,
genetic information, veteran status, or disability, or the
perception of any of the above. People of all genders, members of
all racial and ethnic groups, people with disabilities, and
veterans are encouraged to apply. Qualified applicants with
criminal convictions will be considered after an individualized
assessment of the conviction and the job requirements, and where
applicable, in compliance with the San Francisco Fair Chance
Ordinance. REQNUMBER: 19085-1A
Keywords: Lucile Packard Children's Hospital Stanford, Mountain View , NX Patient Experience Navigator - Navigation Services, Other , Palo Alto, California
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