PAT NAVGTR NON-CLIN 2 CX

Job Function Summary:

Involves providing non-clinical support, guidance and assistance for patients and families as they navigate through complex healthcare environments. Primary goals are to increase patient satisfaction, and to optimize care and outcomes. Acts as a communication liaison to understand the patient's non-clinical individual needs, desires, and concerns. Guides the patient and family to a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient care experience.

Generic Scope (not customizable, will not be used in the job posting/advertisement):

Professional who applies acquired job skills, policies, and procedures to complete substantive assignments / projects / tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action.

Custom Scope (customizable, will be used in the job posting/advertisement):

Serves as a non-clinical resource and liaison for patients and their families. Provides individualized support throughout the hospital stay and / or clinic visits. Develops expertise in the unit or clinic operations and systems to resolve issues across departments.

Note: If this is a reclassification request or a replacement with significant changes, please briefly describe (no more than 2 paragraphs) the significant changes that have taken place since the position was last reviewed.  Additionally, please provide a copy of the former job description for the position.  

Responsibilities

Duties listed in this section are not essential or intrinsic to the job but are performed at times.

 Included in this section should be a general statement such as. “Perform other duties as assigned.” 

This phrase allows the supervisor to assign sporadic or one-time tasks as needed.

Please list:

• Performs other duties as assigned.

Qualifications

Required Qualifications

• Bachelor's degree in social work, psychology, public health, health communication, health promotion, behavioral health or related area and 1 or more years of related work experience; and I or equivalent experience/ training
• Advanced Acquiring knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare I Medicaid regulations. Knowledge of Medical Terminology. Knowledge of data collection, compilation, and analytical techniques.
• At least one year of experience in any of the following areas:
• Parent advocate
• Parent liaison
• Patient navigation
• Social work
• Health coach
• Community health worker
• Promotor/Promotora
  • Ability 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.
  • Ability to balance often priorities and manage time effectively Physical demands associated with office work
  • Ability to communicate effectively, both orally and in writing.
  • Bilingual (English/Spanish)
  • Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area, iPad  
  • Ability to adapt to changing priorities
  • Ability to function as a member of a team

Preferred Qualifications

• Solid interpersonal and customer service skills. Ability to be diplomatic and highly organized. Ability to remain calm under pressure and apply sound judgment. Good communication and interpersonal skills and ability to speak concisely to parents and healthcare team members Ability to build relationships with different types of people, including parents, organization members, and healthcare providers. Commitment to the mission of Peer Research Navigator. Passionate, trustworthy, and empathetic when working with patient's parents
• Skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance. Working knowledge of the organization and how to get issues resolved. Ability to provide support with decision-making and answer parents' questions through motivational interviewing. Organized with confidential parents' materials and appointment tracking. Flexible and adaptable in response to changing parents' and health care providers' needs Interest in working with parents of children with cancer.