New Patient Navigator

Primary Care Services

Full Time

85458BR

Job Summary

Under the supervision of the New Patient Navigator Supervisor and guided by policies and procedures of Ambulatory Services, the Primary Care Patient Navigator delivers concierge-level services Primary Care Patient Navigator to patients who are requesting Primary Care at one of UCSF Medical Center’s Primary Care Facilities. The position includes a variety of marketing and service activities that assist a potential patient to navigate through our extensive and complex healthcare organization. The Primary Care Patient Navigator will describe, promote, and assist the patient in determining which facility would best suit their needs which may include location, availability, etc. They are required to understand, learn and be able to assist in all functions of the Call Center, Primary, and Specialty practices to facilitate services to the patient. They are required to understand the Medical Group structure and how primary care is contracted with insurances differently than specialty care. The Primary Care Patient Navigator works closely with the patient and practices to ensure understanding, and assists patient seeking treatment throughout the organization within primary care, any specialty and ancillary services. They assist the patient with any and all needs and provides daily management, direction, and coordination for assigned Call Center clinic teams in providing virtual “front-door” services such as: registration, appointment scheduling, MyChart patient portal support, referral assistance & coordination, and providing general information. The Primary Care Patient Navigator is part of a unique team collaborating and coordinating patient services support with Primary Care in Ambulatory Services. Unique understanding and accommodation to and for patients who are members of any of UCSF Medical Center’s Accountable Care Organizations is required. This position represents the UCSF Health System’s Primary Care services to the community at large. Incumbent will work with Call Center and Practice Managers and staff as appropriate in establishing patient services, as well as meet with practice leadership regularly along with the Call Center staff to foster a close, collaboration. They will review metrics, discuss updates to protocols, address issues, communicate changes in the practice or Call Center and make suggestions for improving workflow. The Primary Care Patient Navigator is expected to have a broad overview of the practices served by the Call Center, understand the automated systems used by the practices, and have a good understanding of insurance and health care finance. They will be required to adapt to new workflows and policies as it relates to the growth of primary care membership at UCSF. Incumbent will need to escalate issues to practice management for successful resolution, and must adhere to and exemplify the House and Telephone standards of the Medical Center including AIDET, Service Recovery, and PRIDE standards.

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

The salary range for this position is $29.99 - $48.23 (Hourly Rate).

To learn more about the benefits of working at UCSF, including total compensation, please visit:https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Required Qualifications

• Bachelor's degree in related area and / or equivalent experience / training.
• 1 year experience in health care setting
• Demonstrated computer experience working with MS Word, MS PowerPoint, Windows 7, Internet
Explorer, and other browser knowledge.
• Excellent communications skills.
• Role models sensitivity to patient confidentiality and promotes patient privacy.
• This position requires flexibility to orient and work at all UCSF Medical Center locations and will
require orientation at multiple primary care sites throughout San Francisco.

Preferred Qualifications

• 2 years Call Center and/or MyChart or other patient portal technical and administrative
support experience.
• 2 years EPIC experience or related clinical application
• College degree with two (2) years of related work experience.
• Experience in Sales and Marketing preferred.
• Experience in a health care field or a telephone customer service setting.
• Bilingual or multilingual capability (Spanish, Cantonese, Mandarin, and Russian) strongly preferred.

About UCSF

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what’s possible for the patients we serve – a promise we share with the professionals who make up our team.

Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Job Code and Payroll Title

004468 PAT NAVGTR NON-CLIN 2 CX

Job Category

Administrative Support

Bargaining Unit

Teamsters Local 2010 - Clerical and Allied Services Unit (CX)

Additional Shift Details

Monday - Friday