Transition of Care (TOC) Health Navigator

The Transition of Care (TOC) Health Navigator is responsible for providing outreach efforts to a group of patients from a shared patient list in the hospital inpatient and/or Emergency Department (ED), and other UCDH Care settings. This task-oriented role will utilize the established model of care and serve as a non-clinical resource and liaison for patients, their families, and providers for all post-hospitalization patient needs within 30 days, or more if needed, of discharge.

The TOC Health Navigator will connect patients and their families to a broad range of services, amenities, and information to improve and ensure satisfaction with the care experience and optimize care and clinical outcomes. This includes but is not limited to these essential functions: intake and scheduling, documentation and communication, insurance verification/authorizations, education & professional development, and people skills. This position supports case managers and their departments to ensure follow-up during post-hospitalization. Hours are variable and work dependent but will include coverage on weekends and holidays.

Apply By Date: February 17, 2025 at 11:59 PM

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• High School Diploma, GED or equivalent experience/training
• Experience working within a complex health system environment
• Knowledge of all payer systems, procedures and regulations including Medicare, MediCal, Managed Care and Third Party and experience obtaining authorizations
• Knowledge of use and proficiency with computers, including mainframe applications such as WEB based search engines, and other software programs, including Microsoft Office Suite
• Competent decision making and problem-solving abilities and adept at initiating actions and effective resolution and follow through to ensure appropriate utilization of clinical resources for patient care, completion of department activities/projects, demonstrating good judgment and common sense; analytical skills to review all available information, draw conclusions, develop and evaluate alternatives, develop solutions, and monitor processes
• Physical and emotional stamina to regularly work within tight frames and critical deadlines, deal with upset, irate or hostile members of the public, handle sensitive and confidential information, and perform tasks requiring long periods of concentration
• Ability to communicate effectively both orally and in writing in an informative and diplomatic manner with referring/network physicians, hospital administration, faculty, staff, patients, and general public; knowledge and ability to utilize effective listening and questioning techniques, and proof-reading skills
• Ability to exercise initiative, originality, and judgment in applying established principles and practices to unique and complex problems that involve multiple variables
• Ability to multitask and set priorities, organize work independently, set up and maintain manual tracking systems for authorizations, follow-up, preliminary referrals, etc.
• Ability to works effectively in an area with constant interruptions and traffic, including noise from telephones, staff conversations, and office equipment
• 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 recognize and maintain confidentiality of patient information and comply with all HIPAA laws
• Strong communication and interpersonal relationship skills to establish and maintain effective relationships with patients, families, team members, hospital staff in a wide variety of positions and departments; ability to be sensitive and effective with persons representing a broad spectrum of social, ethnic and economic backgrounds
• Ability to read, write, speak and understand English language and to utilize Medical Interpretation Services
• Strong customer service skills
• Good organizational skills, ability to independently coordinate a variety of tasks and functions, ability to set priorities, and recognize situations requiring clinical intervention, ability to be flexible and responsive
• Ability to remain calm, professional focused and works effectively in a fast-paced work environment

Preferred Qualifications

• Certified Patient Navigator
• Bachelor’s degree in related area and/or equivalent experience/training
• Knowledge and experience with community resources and transition of care
• Multilingual candidates
• Knowledge of standards and regulations, medical practices and procedures, medical terminology, disease categories and services provided in an ambulatory and institutional setting
• Ability to identify own professional strengths and weaknesses and to engage in activities designed to enhance effectiveness

Key Responsibilities

• 65% - Intake and Scheduling Functions
• 15% - Documentation
• 10% - Insurance Verification/Authorizations
• 5% - Communication and Collaboration
• 5% - Education and Professional Development

Department Overview

The Transitions of Care department at UC Davis Health is dedicated to developing and implementing an effective and cost-efficient system of delivering and managing patient-centered, team-based quality care. The department has several key programs, including the Multi-Visits Patients Program, which ensures patients receive appropriate care in the most appropriate setting, the Health Navigator Program, which coordinates post-discharge care needs to ensure a smooth transition and optimal outcomes, the Post-Discharge Automated Call Program, which provides an additional layer of support to patients after they leave the hospital, and the SNF Collaborative Program, which improves the quality of care for patients discharged to skilled nursing facilities by collaborating with local SNFs. Together, these programs demonstrate the department's commitment to providing comprehensive and coordinated care to patients throughout their healthcare journey.

POSITION INFORMATION

• Salary or Pay Range: $25.89 - $40.02
• Salary Frequency: Hourly
• Salary Grade: 141
• UC Job Title: PAT NAVGTR NON-CLIN 2 CX
• UC Job Code: 004468
• Number of Positions: 2
• Appointment Type: Career
• Percentage of Time: 100% Full-Time
• Shift (Work Schedule): 8:00 AM-4:30 PM, Monday-Friday
• Location: North Addition Office Building, Sacramento, CA
• Union Representation: CX-Clerical/Admin
• Benefits Eligible: Yes
• This position is 100% on-site
• THIS IS NOT AN H-1B VISA OPPORTUNITY

Benefits

Physical Demands

• Standing - Frequent 3 to 6 Hours
• Walking - Frequent 3 to 6 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Climbing (e.g., stairs or ladders) - Frequent 3 to 6 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Environmental Demands

• Chemicals, dust, gases, or fumes - Occasional Up to 3 Hours
• Loud noise levels - Frequent 3 to 6 Hours
• Marked changes in humidity or temperature - Occasional Up to 3 Hours
• Microwave/Radiation - Occasional Up to 3 Hours
• Uneven Surfaces or Elevations - Occasional Up to 3 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Frequent 3 to 6 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

• UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space
• Must be able to work variable hours and weekends, with occasional overtime and some restricted vacation times due to operational needs of department
• Must be able to work in clinical areas
• Must be able to work some holidays

Special Requirements – Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we’re solving life’s most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don’t just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here. As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected. The University of California, Davis is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California’s Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/PPSM-20

For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to be seen, our recruiting process at UC Davis fosters authenticity, diversity, and inclusion. Studies have shown that some people may not apply to jobs unless they meet every single qualification. Each unique role at UC Davis has a set of requirements and you could be perfect for this role, or you could be perfect for the next role! Don’t meet all the requirements? We still encourage you to apply! #YouBelongHere #CA-ZM

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks