The Health Care Navigator will serve as a resource and liaison for patients and their families. Assists with navigating all aspects of the healthcare system. Uses knowledge of the unit or clinic to resolve issues and identify ways to increase patient satisfaction. Collaborates with department managers to meet patient expectations, achieve quality outcomes, and build a patient-focused culture.

Responsible for having a broad understanding of the services provided by the UCSF OPH Population Health Outreach Team and Quality Incentive Program (QIP) and duties may include:

• Assisting with quality improvement projects aimed at tracking outcomes
• Providing services to patients as directed by the providers plan of care and/or Nurse Coordinator
• Assisting in patient outreach to meet the QIP metrics

The Health Care Navigator provides expert, safe and efficient telephonic outreach on behalf of the UCSF Office of Population Health. Works as part of a dynamic care management team and will be responsible for monitoring telephone calls and gathering all necessary pertinent information. Ensures all necessary calls and messages are handled in an expedient manner. Collaborates with nurse coordinators and leadership as needed to troubleshoot clinical concerns.

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 (ucop.edu)

Please note: The compensation ranges listed online for roles not covered by a bargaining unit agreement are very wide, however a job offer will typically fall in the range of 80% - 120% of the established mid-point. 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

The Office of Population Health (OPH) leads UCSF’s development of innovative care models and other key strategies to improve the value of care we provide at the population level and facilitate implementation across the health system. We additionally take responsibility for fulfilling our UCSF Health accountable care contracts as well as other clinical partnerships.

The Office of Population Health includes the following teams: 1) Clinical Programs (Complex Care Management, Care Transitions, Care at Home, Behavioral Health/Collaborative Care, Quality Incentive Program Clinical Team, Post-Acute SNF Team, Medicare Bundled Payment Programs, Commercial ACO clinical and operational leadership, Patient COVID-19 Hotline/Triage, COVID-19 Centralized Scheduling Team and Occupational Health COVID-19 Response Team), 2) Population Health Informatics and Analytics, 3) Population Health Quality and Performance Improvement (which includes the Population Health Outreach Team), and 4) Ambulatory Risk Capture/Medicare Advantage Operations.

The Population Health Quality & Performance Improvement team is responsible for the success of federal, state, and payor-based Pay-for-Performance programs, including: the DHCS Quality Incentive Program/PRIME programs, the Medicare Merit-Based Incentive Payment System (MIPS), and incentive programs offered through Hill Physicians Medical Group, San Francisco Health Plan, and other Accountable Care partnerships. In addition, the team guides strategy and operations for the Population Health Outreach Team.

• BA/BS Degree including two years previous experience in a healthcare-related field; or an equivalent combination of education and experience (e.g. EMT, health educator, community health worker, social worker, health plan, medical corps, and clinical office staff)
• Knowledge of medical terminology
• Strong skills to comprehend and assess patients' grievances to quickly locate appropriate resources for assistance; in-depth knowledge of the organization and how to get issues resolved
• Strong interpersonal and customer service skills; ability to communicate and resolve issues effectively with a diverse population of patients, staff, and physicians
• Excellent analytical and problem-solving skills; ability to develop solutions and recommend changes and follow through with implementation
• Excellent written and verbal communication skills
• Skills to work independently in a fast-paced, demanding environment with minimal supervision
• Ability to manage and oversee multiple tasks simultaneously, including high daily call volume
• The flexibility to orient and work at all UCSF Health locations

• Experience developing work flow procedures and implementing systems to improve operations
• Proficiency with EPIC APeX applications
• Proficiency with Windows-based software including Microsoft word, Excel, Outlook; knowledge of computer systems and software used in functional area
• Interest and/or experience working with older adults who may have cognitive difficulties
• Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare/Medicaid regulations; knowledge of medical Terminology; strong knowledge of data collection, compilation, and analytical techniques

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what’s possible for the patients we serve – a promise we share with the professionals who make up our team.

Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Health

004198 PAT NAVGTR NON-CLIN 3

Administrative Support, Professional (Non-Clinical), Professional and Managerial

99 - Policy-Covered (No Bargaining Unit)

Career

100%

Brisbane, CA, Flexible (combination of onsite and remote work)

Days

8 Hours