Patient Navigator

Job Title: Patient Navigator

Location: Morris Cancer Center

Department Name: Patient Satisfaction

Req #: 0000210015

Status: Salaried

Shift: Day

Pay Range: $56,160.00 - $83,200.00 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview:

The Patient Experience Navigator supports the delivery of services and service recovery that promote a positive experience for patients, families, and guests in alignment with the organizations mission, vision, values, credo, and mantra.

Description:

A Patient Navigator is an integral part of the decision making process across the organization regarding the overall patient experience. Refers patients/families to appropriate services and resources. Facilitates patient and family meetings.

Experience/Requirements/Qualifications

• Bachelor s Degree preferred
• Certified Patient Experience Professional CPXP required, or required within 3 years of hiring date
• Minimum of 2 years of customer service, or 2 years of experience working in an acute care setting
• Proficiency in Power Point, Microsoft Office, and Excel preferred
• General knowledge of HCAHPS and patient experience data preferred
• Exceptional customer service, phone etiquette, and communication skills required
• Ability to maintain confidentiality regarding sensitive information required
• Must have good judgment, sensitivity, flexibility, and empathy
• Must be able to multitask, coordinating more than one event at a time
• Alternating Weekend schedule based on departmental needs

Knowledge, Skills, and Abilities:

• Excellent ability to build and sustain profesand non-clinical staff, promoting a consistent customer service focus with positive approaches
• Analytical thinking and problem solving
• Complaint management
• Ability to resolve conflict and de-escalate situations
• Conflict negotiation/cultural broker
• Ability to adequately and accurately document information and maintain files
• Ability to adapt to new initiatives and changes within the department and healthcare organization
• Willingness to work as a team player and contribute to departmental and organizational projects, initiatives, and ideas with primary focus on process/workflow improvements
• Exceptional organizational skills, ability to multi-talk and work independently, as a self-starter, with minimal supervision

Responsibilities:

• Serves as subject matter expert in Service Recovery
• Provides leadership role to promote patient/family centered care
• Collaborates with multidisciplinary teams to obtain feedback from patients and guests, proactively manages patient/family needs, and supports the response to concerns
• Data Collection
• Tracks and trends applicable HCAHPS/patient experience metrics & comments
• Track and trends applicable quality, safety, service, efficiency, and financial metrics impacting the Patient Experience Department and organizational goals
• Attends unit/department/organization specific Patient Experience meetings to share and disseminate performance data and patient/family comments in order to educate staff, and enhance engagement and understanding of patient s expectations, as well as how to fulfill those expectations,
• Leads efforts to collect, analyze and evaluate patient concerns utilizing tools such as incident reporting system and other applicable data collection methods
• Upholds system policies to respond to patient complaints and grievances
• Facilitates investigations and resolution of patient grievances concerning the quality of care and service to by providing a formal grievance mechanism,
• Forms partnership with internal and external stakeholders to resolve complaints and grievances
• Contacts and collaborates with Risk and/or Legal Departments when applicable for potentially serious incidents and litigation risk-reduction
• Serves as a central resource for information concerning patients rights and responsibilities, and ethical issues
• Serves as a consultative advisor to department and unit leaders, regarding best practices that affect patient needs and rights
• Promotes and assists with language access service utilization
• Provides Service Excellence Education to interdisciplinary team members
• Participates in daily rounds on inpatients and/or ambulatory patients to ensure expected essential behaviors are demonstrated and essential duties are performed in alignment with patient experience best practices
• Active membership and involvement in the Patient and Family Advisory Council
• Its mission is collaborate with Robert Wood Johnson University Hospital leadership and staff to empower families to provide input for organizational policies and practices,
• The council supports the organization s mission and promotes Patient- and Family-Centered Care by putting the patient and family at the center of all activities
• Other duties as assigned

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees' physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey-whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer