The SCCC department is seeking a Patient Navigator who facilitates patients’ ability to obtain services by identifying barriers to care, coordinating the development of treatment plans, and monitoring the implementation and follow-up of services ordered by caregivers.
Department Specific Functions
My Wellness Check (MWC) Navigator Role:
- Provides individualized assistance to patients, families, and caregivers to help overcome healthcare system barriers and facilitate informed decisions in a culturally competent manner while ensuring population-specific care to patients involved in the My Wellness Check Initiative (MWC)—an electronic health-record based (EHR) systematic distress screening, symptom monitoring and management tool.
- Serves as main point of contact and communication for patients both remotely or in-person.
- Builds strong relationships with cancer survivors in order to help these patients stay engaged in medical care and adherence to completing their My Wellness Check assessment.
- Commits to removing the patient’s barriers to care by identifying critical resources for them, helping them navigate through the patient portal, health care services and systems.
- Works closely with the My Wellness Check and Cancer Survivorship Program Teams to support training and administrative efforts while building professional relationships with clinic care teams and cancer support services which may include doctors, nurses, and other clinical staff.
- Provides surveillance and monitoring of the MWC patient-facing interface and will provide daily reports to the My Wellness Check Team.
- Supports the continuous evaluation of MWC via development, tracking and reporting of MWC.
- Reports to the Administrative Director of Clinical Programs and Director for Cancer Survivorship.
- Proficient Oral and Written Communication in English and Spanish Preferred.
II. My Wellness Check (MWC) Navigator Role Specifics:
- Identifies and assesses assigned MWC patients to facilitate MyChart account activation and evaluates MWC assessment completion on a daily basis and documents said items on daily report.
- Remote patient communication includes but is not limited to: phone calls to all MWC patients with inactivated MyChart account and unopened or incomplete MWC assessments and provide instructions for activation of MyChart account and navigation of patient portal to locate MWC assessments. May communicate with designated family member or caregiver to assist patient in this process.
- In-clinic in-person patient communication includes but is not limited to: identifying patients with inactivated MyChart account and unopened or incomplete MWC assessments and provide instructions for activation of MyChart account and navigation of patient portal to locate MWC assessments. May communicate with designated family member or caregiver to assist patient in this process.
- All patient correspondence must be carried out using basic oncology-specific knowledge ensuring cultural sensitivity, compliance with all regulatory patient privacy guidelines (i.e. HIPAA), patient age and sensitivity during patient treatments-- while creating a nurturing, compassionate environment, building rapport, providing support and directing to appropriate avenues of support as needed.
- Provides daily report with documentation of patient communication, conversation and instructions provided.
- Uses best practices for patient communication and care.
- In-clinic visits include but are not limited to: observing patient in-clinic workflow at all satellite locations, updating workflow diagram in manuals and training guides as needed, liaising with providers, nurses and other healthcare professionals related to My Wellness Check.
- Provides surveillance and monitoring of the MWC patient-facing interface and will provide daily reports to the MWC Team including identification of any IT issues and patient-reported issues encountered.
- Provide support for the continuous evaluation and optimization of MWC via development, tracking and reporting of MWC patient satisfaction surveys.
- Plans, prioritizes, and adjusts assignments to accomplish goals; seeks assistance when needed.
- Prepares and organizes patient call reports at least 48 hours in advance.
- Adapts to changing work demands and environment.
- Provides clerical and administrative support for MWC in-service and trainings.
- Provides concise and constructive feedback when needed.
- Must be fully knowledgeable of the MWC Initiative to serve as a liaison to providers, nurses and other healthcare professionals.
- Adheres to University and unit-level policies and procedures and safeguards University assets.
- Proficient Oral and Written Communication in English and Spanish Preferred.
III. KSA/Core Competencies:
- Ability to effortlessly build patient rapport.
- Basic oncology-specific knowledge.
- Compliance with all regulatory patient privacy guidelines (i.e. HIPAA).
- Ability to recognize, analyze, and solve a variety of problems.
- Ability to maintain and grow effective interpersonal and professional relationships.
- Ability to communicate effectively in both oral and written form.
- Excellent attention to detail and organizational skills.
Education Requirements (Essential Requirements):
- High School diploma or equivalent.
Work Experience Requirements (Essential Requirements):
- Three (3) years relevant experience. Experience in a medical office or hospital preferred.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.
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