Patient Experience Navigator, Patient Experience, Full Time, Days

Patient Experience Navigator, Patient Experience, Full Time, Days

Greenbrae, CA

External hires are subject to a background check and pre-employment medical screen . Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with federal, state and local laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classifications protected by federal, state & local laws.

JOB SUMMARY:

The Patient Experience Navigator functions as a non-clinical member of the patient care team. The position performs clinical and service related support tasks, procedures to support the delivery of care, promotion of efficient patient throughput and patient experience. The Navigator creates a positive impression of MarinHealth Medical center and acts as a point of contact for patients throughout patient care units and works proactively to ensure all patients’ needs are met, is a patient advocate, assists with service recovery and coordinates any special needs with the appropriate resources, including patient flow.

JOB SPECIFICATIONS:

EDUCATION

High School diploma or equivalent required

EXPERIENCE

PREREQUISITE SKILLS

• Ability to communicate in Spanish as a second language preferred
• Ability to communicate effectively and collaborate with variety of clinical teams (physicians, nursing personnel, ED or lab techs, transport, patient experience team, etc.)
• Must be proficient in the English language, with the ability to communicate effectively
• Basic to intermediate computer knowledge with the ability to do data entry and retrieval
• Ability to problem solve and work independently
• Instinctive personality skills displaying caring and compassion for all people
• Strong verbal skills for contact with patients and visitors
• The ability to respond under stress with composure, and work collaboratively in a team environment
• Capable of organizing multiple tasks and using good time management
• Responsible for maintaining a strong focus on assigned tasks and at all time being a strong team player.
• Knowledge of medical terminology
• The ability to balance multiple tasks and prioritize demands

LICENSE/REGISTRATION/CERTIFICATION:

IAM certified (within the first 30 days of hire, annual requirement)

Applicants must possess and maintain Basic Cardiac Life Support for the Healthcare Provider certification according to hospital policy

DUTIES AND RESPONSIBILITIES:

ESSENTIAL (not modifiable)

• Under the direction of the manger, develop an understanding and work with the care team to facilitate improvements of patient satisfaction metrics.
• Facilitates patient flow in the department and communicate effectively and collaborate in time with variety of clinical teams (physicians, nursing personnel, ED or lab techs, transport, patient experience team, etc.) to accomplish that..
• Meets department/organization quality goals
• Connects patients and visitors with necessary resources, such as mobility equipment and may assist with escorting patients
• Conduct rounding in the department to assess patient needs for comfort items (water, blankets, etc.) with provider/RN approval.
• Assist Charge Nurse and clinical team with administrative and tasks as assigned
• Educate patients on the hospital patient satisfaction survey process and timing.
• Responds to complaints and concerns then communicates identified issues to appropriate staff.
• Respond to nurse call lights and then inform the appropriate staff of patient’s needs
• Acts as point of contact for patients and visitors; greeting and assisting, answers routine questions, providing information and responding to inquiries, refers visitors to sources of information.
• Acknowledges any patient relations issues and ensures proper follow up.

SECONDARY (modifiable)

Other duties as assigned.

MarinHealth remains committed to the health and safety of our employees, patients, and the entire community. As such, MarinHealth requires employees to receive all required immunizations, including, MMR, flu (seasonal availability), and COVID-19 vaccine + booster, as a condition of employment and annually thereafter, as required. Any exemptions from these requirements may be granted for limited and specific situations.

Additional Information

• Job Schedule: Full Time - 40 hours/week
• Shift Hours: 8 Hour Shift
• Job Number: 12197 - ECTBD
• Hours per Two-Week Period: 80
• Job Shift: Day
• Department: 8791 - Patient Experience