What are the responsibilities and job description for the Patient Navigator/Case Management/Full-Time/Days 10 hours shift position at KPC GLOBAL MEDICAL CENTERS INC.?
The Patient Navigator supports the patients’ 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 as assigned to act as communication liaison and to hear and understand the patients individual needs, desires, and concerns. 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 KPC. Functions as a resource and a liaison between the patient, the medical center, and the community it serves, ensuring that patient’s rights are respected.
CLASS CHARACTERISTICS
The incumbent in this one position class must demonstrate respect and tact in communications with both patients and staff while exhibiting excellent customer service skills.
POSITION QUALIFICATIONS
Education:
High School diploma or equivalent.
Experience:
Two (2) years’ experience in a similar role within an acute care facility.
License or Certificate:
None
ESSENTIAL FUNCTIONS
- Responsible for doing daily rounds on assigned patients, evaluating and triaging calls from patients and families, reviews needs, investigating problems or complaints and facilitating follow up with the appropriate person or departments. Daily visitation of patients as assigned.
- 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 being responsive to any concerns or complaints the patient and/or family may have. Escalates issues as appropriate.
- Helps patients secure appointments as ordered. Facilitates scheduling of physician appointments.
- Acts as non-clinical liaison/ navigator for patients receiving their care at KPC before, during or after an encounter with a 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.
- Participates in rotating 24/7 coverage of service - flexible schedule will be determined based on patient volume.
- Serves as a contact for assigned patients and their families who have a need/want while in the hospital. Coordinates access to hospital and community resources for patients and families.
- Responsible for listening to and reviewing 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
- Investigates patient/family complaints/grievances as assigned and provides appropriate/timely response.
- Shares appropriately updates with patients and families, in accordance with HIPAA guidelines.
- Collaborates with departments to meet patient needs and helping build a patient focused culture.
- Attends appointments and/or care conferences as requested by patients, physicians or staff.
Salary : $21 - $43
