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.
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.
To see the salary range for this position (we recommend that you make a note of the job code and use that to look up): TCS Non-Academic Titles Search (https://tcs.ucop.edu/non-academic-titles)
Please note: An offer will take into consideration the experience of the final candidate AND the current salary level of individuals working at UCSF in a similar role.
For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
- Two years call center and/or MyChart or other patient portal technical and administrative support experience
- Two years EPIC experience or related clinical application
- College degree including two years of related work experience
- Experience in sales and marketing
- Experience in a health care field or a telephone customer service setting
- Bilingual or multilingual capability (Spanish, Cantonese, Mandarin, and Russian)
- One year experience in health care setting
- Bachelor's degree in related area and / or equivalent experience / training
- 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
- Flexibility to orient and work at all UCSF Medical Center locations and will require orientation at multiple primary care sites throughout San Francisco
