Clinical Services Navigator

Patient Care: Meet patients/families who have been or potentials to be referred to the facility. Provide comfort, education, and direction. Good oral and written communication skills. Must be compassionate/caring. Works with Network Development, Community Relations and nurse educators to create and deliver appropriate education sessions to community and our community partners. Helps coordinate patient care. Serves as an ongoing resource for patients and families during the decision, treatment and rehab period. Communicates information regarding patient status and needs. Collaborates with other care providers regarding how best to meet needs and sequence care. Coordinates admission process for patients when appropriate. Collaborates with community resources to provide assistance to patients/families for patient needs. Work closely with case manager. (If mid-level assumes position) may assist as an alternate/complement for current mid-level team.

Continuity of Care: Reviews and prevents medically unnecessary patient admissions through chart review of patient assessments on follow-up care.

Development of Standards: Develops and monitors clinical quality indicators. Creates Dashboard for monitoring progress of program. Develops patient tracking database and assists with analysis and application. Develops action plan for indicators that fall below established benchmarks. Participates in the development of and compliance with treatment guidelines. Participates in the development, implementation and evaluation of policies and procedures. Participates in the assessment of hospital practice patterns, identifying needed changes, establishing action plans and identifying outcomes. Participates in activities that contribute to the PBC’s continual development of knowledge.

Leadership: Communicates effectively, timely and in an open, honest manner. Shares knowledge and skills with colleagues and others. Recognizes, respects and shows trust in colleagues and their contributions. Identifies conflict, determines accountability for own roles and seeks resolution. Remains objective and empathetic despite personal feelings. Uses critical thinking skills to obtain best possible outcomes. Bases decisions on facts, knowledge, and standards. Supports team, system, and organizational goals. Returns calls/pages promptly. Maintains knowledge/awareness of available community resources. Completes assigned work comprehensively and in a timely manner.

Commitment to Quality: Shows respect and consideration for all customers, assisting with appropriate resources and follows up to ensure customers’ needs are met. Maintains patient confidentiality and privacy. Supports co-workers by offering assistance and encouragement. Maintains a positive attitude and strives to create an atmosphere in which all employees can enjoy working. Refrains from making negative comments, but brings concerns to the appropriate person and works to manage issues positively.

Out-Patient Functions (if applicable): Coordinates multi-disciplinary meetings for specific disease sites. Reports case discussion to referring physician. Reviews cases for Research Accrual. Identifies patients for appropriate High Risk Clinic referral.

Gain customer confidence through competence, good communication, and trust building behaviors.

Show courage through creating and sharing innovative ideas to improve the experience for both patients and peers.

Round on patients to create meaningful connections and keep patients informed of visit details (delays/wait times).

Model the service standards through consistently engaging in Always Event behaviors and view feedback through the patient lens.

Recognize and value the unique differences and similarities in both our team members and patients to create an inclusive environment where diversity is celebrated.

Explain all processes to patients in plain language and utilize teach back to ensure understanding.

Know and model the mission, vision and values, and how they relate to role-specific responsibilities.

Model our people credo through a passion to care for each other, our patients and our communities.