Registered Nurse (RN) Patient Experience Navigator (FT M-F 8-5)

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Serve as the telephonic, initial point of contact for patients, employees, vendors, clients, medical staff and other callers seeking help with hospital services. This position provides technical, clerical assistance and data management support to facilitate efficient utilization of resources and discharge planning including referrals management, communication and collaboration with post-acute care providers, access to agencies and other community resources and transportation. The RN Patient Navigator performs clerical duties including but not limited to coordinating physician referrals and appointments, assisting with population health initiatives, demonstrating independent actions necessary to provide competent and professional assistance to meet the needs of interprofessional health care team and patients. This position coordinates, oversees, records and transmits information pertinent to the resource management of patients and performs a wide variety of administrative duties of a higher complexity in support of patient care operations.


REPORTS TO:


JOB SPECIFIC RESPONSIBILITIES:

• Helps improve access to the UMC/UMCP/TTUHSC health system through phone, email, and in-
person relationships. Maintain customer loyalty & trust through care access & navigation.
• Coordinates referrals and services for patients with community resource.
• Coordinates and arranges appointments for providers and patients (appts, procedures, etc.)
• Assists with clerical and clinical functions for patients, employees and clients requiring
transitions in care.
• Performs follow-up phone calls for all assigned customers. Focused on customer loyalty, care
coordination, and patient experience. Calls are to be performed within 24 hours of first contact
or discharge, except for weekends and holidays.
• Supports ongoing consumerism project initiatives, maintaining an active understanding of
current thinking and innovative interventions / programs regarding the patient experience.
• Monitors Social Media platforms (i.e. Facebook, Yelp, Healthgrades, etc.)
• Responds and coordinates care via digital technology platforms.
• Coordinates efforts within UMC’s Consumerism Committee. Various projects as assigned:
Presentations, content development, research, and project consideration.
• Provides consultation and support to managers and departments on the creation and
implementation of their patient experience action plans. (Collaborates with managers, supports
implementation, models service behaviors, and assists with reporting/presentations).
• Collects, analyzes, and interprets patient experience results (i.e. complaints/grievances) to
assess efficacy of the Patient Experience Strategy. (Logs and maintains records of all
complimentary letters & prepares department & unit level reports via Press Ganey and/or RL
Solutions).
• Close gaps in care by identing the needs of patients to make appropriate decisions to advocate
for the patients.
• Identify and escalate active or potential service drops based on workflow and patient needs.
• Help identify and coordinate business development efforts.
• Oversees various Best Practices assigned by the Department Director.
• Rotates into a weekly/monthly on-call schedule while arranging own coverage when absent to
help address, resolve, and complete all paperwork of service issues within the CMS regulated
timeline.


EDUCATION AND EXPERIENCE:

• Graduation from an accredited School of Nursing
• Valid Texas RN License/Eligible Compact License
• Greater than 2 years of professional nursing experience required
• BSN preferred - will be required within three years of hire date
• Case Management experience helpful


REQUIRED LICENSURES/CERTIFICATIONS/REGISTRATIONS:

Registered Nurse with Texas License, BSN required, MSN preferred


SKILLS AND ABILITIES:

RN Patient Navigator must have knowledge of service excellence/customer service principles and practices, and a strong working knowledge of process improvement, customer relations, conflict resolution strategies, and project development. Must have excellent oral, written, and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals. RN Patient Navigator must be able to effectively document/communicate procedural steps taken to resolve is