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Clinical Navigator ^

Administrative | San Francisco, CA | Full Time, Contract, and Temporary

Job Description

Clinical Navigator 773393 ^ 

The Clinical Navigator is responsible for patient care coordination in and out of the Bridge Program of the Adult Outpatient Program (AOP) of the Department of Psychiatry.  Reporting to the program manager of the Partial Hospitalization and Intensive Outpatient Programs, this position is required to work closely with the Bridge Program social worker and psychiatrist about available services and programs in a professional, confidential, and patient-centered manner. With the knowledge and clinical expertise, the Clinical Navigator will determine appropriate clinics and services to address the concerns of the patient. This person will assess the patient for appropriate placement and will be able to provide helpful resources to patients when placement into services is not immediately available. This person is required to have knowledge of clinical and legal issues related to psychiatric evaluation and treatment. 

Responsibilities:

  • Coordinate patient care for patients in the Bridge Program
  • Timely clinical documentation of patient care per LPPH&C, TJC, Medicare, private funding regulations/standards
    Schedules appointments
  • Establishes and coordinates a supportive care plan with goals and interventions based on treatment and individual patient/service provider needs. 
  • Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare system for services.
  • Works closely with service providers, advocating and representing the patient with a focus on the patient's satisfaction with the clinical aspects of their treatment experience. 
  • Identifies and works to remove barriers to the plan of care as appropriate.
  • Analyzes patient satisfaction reports and metrics regarding clinical treatment and patient understanding of their care plan. 
  • Pro-actively identifies problems in processes and clinical operations affecting patient satisfaction. Collaborates with clinical team to develop improvement processes to increase patient satisfaction.
  • Maintain knowledge of clinical service standards/regulations by Medical Center, LPPH&C, The Joint Commission, Centers for Medicare and Medicaid, private or public funding sources, and applicable professional organizations and licensing bodies
  • Maintain current knowledge of infection control issues, national patient safety regulations, and implement practices including CDC handwashing guidelines.  
  • Exercise sound judgment in taking sick leave to avoid spreading patients and co-workers to contagious illness.
  • Utilizes Lean Management systems to include participation in huddles, True North Board leader rounding to address key performance indicators such as Patient Experience, Quality & Safety, Our People, Strategic Growth, Financial Strength, and Learning Health System
  • Participate in facilitation of Patient Advisory or Focus Groups on behalf of LPPH&C
  • Coordinates clinical and non-clinical resources based upon patient's diagnosis, insurance coverage and community programs. Applies clinical knowledge to explain treatment options. Identifies patient's preferences, and any barriers to the treatment plan implementation.
  • Collects, evaluates, and presents meaningful use and / or relevant operational or clinical data to leadership. Establishes recommendations for follow up and action plans for improvement in clinical areas.
  • Assists in developing a culture oriented around patient satisfaction. Participates in relevant committees, task forces, coalitions, associations, and meetings to represent the clinic and the patients. May participate on teams for improvements in clinical applications, in conjunction with workflows.
  • Liaises with clinicians and departments, proposes improvements to workflows; facilitates improved coordination of care based on patient's treatment plan and each practice's scheduling requirements.
  • Anticipates and initiates coordination activities; provides road maps for patients to set expectations and coordinate care in alignment with patient's needs. May include reviewing clinical case with provider team to schedule evaluation services.
  • Follows up with patients and families using established escalation and triage protocols. Documents to standards. Assists with developing / refining of protocols and participates in documentation improvement activities.
  • Assists and supports new staff to the workflows and processes; trains in new technologies.
  • Reports issues to appropriate provider and / or department manager. Solicits feedback on patient / family interactions / style / efficacy from peers and managers.
  • Other duties as assigned

Requirements:

  • Bachelors required in social work, counseling, behavioral health, psychology highly preferred
  • Strong general clinical knowledge in a variety of modalities, or significant expertise in a specialty area. Ability to assess patient needs and make appropriate referrals for ancillary support services and programs.  
  • Advanced skills in assessing patient's grievances and locating appropriate resources to get issues resolved. 
  • Skills to intervene and assist with patient's questions or concerns about treatment plan.  
    Excellent customer service skills, working with a high volume and high expectations customer base.
  • Ability to support patients with a wide variety of clinical and non-clinical needs.  
  • Ability to work in a complex, multi-divisional environment with the skills to establish priorities, set objectives and achieve stated goals. 
  • Ability to utilize project management tools. Excellent analytical and problem-solving skills.    
  • Clear and concise communication skills to teach patients about complex, sensitive clinical issues.    
  • Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.  
  • Prior experience in working with parents, children, and families    
  • Experience working with populations of diverse ethnicity, gender identity, and sexual orientation    
    Excellent documentation and clinical skills
  • Ability to prioritize; work independently, excellent follow-up, work well under pressure and deadlines    
  • Demonstrated excellent attendance and reliability  
  • Demonstrated ability to assess suicide and violence risk    
  • Demonstrated ability to work harmoniously with colleagues as a member of the treatment team    
  • Excellent communication and interpersonal skills    
  • This position requires flexibility to orient and work at all  Medical Center locations and may include weekend shifts
  • Active Crisis Prevention Institute (CPI) training within six months of hire    

Preferred Experience/Skills:

  • Experience working with people with severe and chronic mentally illnesses, including disorders related to mood, anxiety, psychosis, and personality  
  • Recent patient care experience in outpatient, or partial hospitalization/intensive outpatient program settings  
  • Demonstrated knowledge of mental health system in SF bay area, and demonstrated ability to navigate mental health system to organize services for patients and family members    preferred
  • Experience working with people with severe mental illness, homelessness, co-occurring substance use disorders, and medical comorbidities

$30 per Hour        San Francisco, CA 94143        8 Month Assignment