Patient Care Experience Navigator

Patient Care Experience Navigator

Job Description:

The Patient Care Experience Navigator works directly with patients and families to enable the provision of patient-centred care. They collaborate closely with healthcare professionals to coordinate optimal care, guiding patients and families through the complexities of the healthcare system. The position demands exceptional communication, organization, and a deep understanding of the healthcare system. Above all, the Patient Care Experience Navigator must be committed to patient-centred care and passionate about providing unwavering support to patients and their loved ones.

Job description and responsibilities:

PATIENT EXPERIENCE

• Conduct ethnographic analysis of organizational workflow and processes to better understand the patient care journey and their experience
• At a pre-determined cadence, conduct routine calls with clients and their families to review their experience with the care received at home, from office personnel, and their overall care experience and understanding of care plans and care goals.
• Assist in coordinating care, scheduling appointments and ensuring continuity of care to improve overall care experience and care outcomes.
• Educate the patient on the scope and limitations of available services within the home health benefit, and facilitate referrals to other ancillary services (private duty care, community resources)
• Advocate for patients with the clinical team and other providers to ensure a positive care experience
• Troubleshoot and resolve identified issues impacting the patient experience in collaboration with frontline clinicians, and clinical leadership.

CARE ENGINEERING

• Utilize insights from ethnographic analysis and interviews, calls, and feedback from clients to re-engineer care delivery in ways that improve overall patient experience.
• Collaborate with the executive director, clinical director, intake team, and frontline clinicians on processes, workflows, and other initiatives to improve patient experience with care rendered by our team.
• Offer a patient perspective for the development and implementation of new clinical programs for specific facilities or specific clinical populations (for example: Orthopaedic patients)

CLIENT RETENTION:

• Develop and lead a client retention program to establish Better You Home Health as the primary home health provider of choice following discharge from the agency
• Maintain an engagement and communication cadence with former patients and discharged families to support them with ongoing care needs that may necessitate the initiation of home health services.
• Develop and maintain a client relationship management (CRM) database to ensure that Better You Home Health is established as the provider of choice for home health patients.
• Participate in the development and implementation of marketing campaigns to improve brand awareness of the organization to improve client retention.

BUSINESS EXPERIENCE:

• Leverage routine interactions with other businesses that are conducted for care coordination to develop and nurture relationships with providers in a way that improves sales to the organization and attracts other patients referred to via other providers.

POSITION REQUIREMENTS

• Excellent communication and interpersonal skills including motivational interviewing, active listening and ability to provide verbal assurance when needed.
• Compassionate, empathetic demeanour, with a healthy dose of patience and understanding attitude.
• System thinking abilities to understand patterns, and themes, and be able to develop solutions to address identified issues at a macro level.
• Leadership skills to initiate organizational and individual change within teams to resolve identified issues.
• Ability to work both independently and as part of a team
• Organizational and problem-solving skills
• Ability to understand, organize, retrieve and analyze data.
• Must be able to handle sensitive and confidential information

Key Performance Indicators (KPIs):

• Improve the organization’s CMS star rating from the current rating to a 5-star rating within 12 months of hire.
• Obtain a 5-star Google Review rating from 90% of patients/or families.
• Convert 5% of clients in the customer retention program into active patients within each calendar month

JOB SITE:

• Better You Home Health office located on 10415 W. Warren Ave, Dearborn, MI, 48126
• Ad hoc sites as required including facilities, provider offices and patient residences.
• This position has the option to be hybrid for a limited number of days/ week as agreed upon by the candidate and the Executive Director.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Dearborn, MI 48126