Stanford Children's Health | Lucile Packard Children's Hospital Stanford
NX Patient Experience Navigator - Navigation Services (0.5 FTE, Days)
Stanford Children's Health | Lucile Packard Children's Hospital Stanford, Palo Alto, California, United States, 94306
Here you have the potential and support to achieve extraordinary outcomes for healthier, happy lives.Thank you for your interest in career opportunities for current employees. Please note the following:You must be a current employee to use this site.Enter your employee ID number and SCH email address to submit your application.You must use your legal name as it appears in AccessHR.NX Patient Experience Navigator - Navigation Services (0.5 FTE, Days)
At Stanford Children’s Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.Job Summary
This paragraph summarizes the general nature, level and purpose of the job.The Patient Navigator supports the patient’s medical care by providing non-medical guidance and assistance for the patient and family. Responsible for daily visits to each patient and his/her family in assigned departments, to act as a communication liaison and to hear and understand the patient’s individual needs, desires, and concerns, and then to guide and connect the patient and family to a range of non-medical services, amenities, and information that can support effective healing and ensure satisfaction with the hospital experience at Lucile Packard Children’s Hospital. The Patient Navigator assumes responsibility and accountability for the management of resources through interdisciplinary collaboration to achieve optimal patient outcomes. Functions as a resource and a liaison between the patient, the medical center, and the community it serves; ensure patient rights are respected; and provide a channel for problem mediation and resolution to promote the highest quality of care and customer satisfaction.Essential Functions
The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.Must perform all duties and responsibilities in accordance with the hospital’s policies and procedures, including its Service Standards and its Code of Conduct.Assesses and interacts with patients and families using theories of Child Life, child development, family systems and cultural background. Provides appropriate care based on the needs of the specific individual, including age.Responsible for doing daily rounds on patient care units, evaluating and triaging calls from patients and families, assessing needs, investigating problems or complaints and facilitating follow up with the appropriate person or departments. Daily visitation of patients on assigned units.Gathers feedback proactively by rounding on inpatient rooms and speaking with families in clinic. Formulates any necessary action plans and follow-up based on feedback received. This may include immediate problem-solving and/or service recovery.Collaborates with team members to develop improvement projects to address patient feedback. Assists with identifying areas for improvement based on daily interactions with patients and observations. Works with unit personnel on initiatives to improve the patient experience.Provides support and guidance during patient hospital stay or clinic visit and being responsive to any concerns or complaints the patient and/or family may have. Provides resolution of issues at point of service.Helps patients secure appointments across specialties. Facilitates scheduling of physician appointments and care experiences during in-and out-patient encounters of individuals, and assist in negotiating the full spectrum of the Stanford healthcare system.Acts as non-clinical liaison/concierge/navigator for patient in all aspects of their care at SUMC before, during or after an encounter with a Stanford medical facility. Serves as a link to services across the health system: social work, pastoral care, physical therapy, other specialties; connecting patients to financial counseling or other care settings.Provide efficient, individualized services to international patients seeking care or second-opinion diagnoses at the Stanford Children’s Health. Coordinates and interface with faculty and community physicians, hospital departments and clinics as well as with patients and their families to improve access to all institutional services and to facilitate comfortable, efficient visits.Coordinates and schedules appointments and admissions adhering to the special needs of the international patient and referral algorithms in place. Makes arrangements for interpreter services as requested by patient or family and in accordance with department policies.Participates in rotating 24/7 coverage of service - flexible schedule will be determined based on patient volume.Serves as a contact for patients, families and guests who have a need/want while in the hospital, or after the patient’s hospital stay. Coordinates access to hospital and community resources for patients and families.Minimum Qualifications
Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.Education : Bachelor's degree in a work-related discipline/field from an accredited college or university.Experience : Three (3) years of progressively responsible and directly related work experience.License/Certification : None.Knowledge, Skills, & Abilities
These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.Strong hospitality and customer service skills.Ability to be diplomatic and highly organized.Ability to communicate effectively, both orally and in writing.Ability to display a highly professional demeanor.Ability to maintain confidentiality of sensitive information.Physical Requirements and Working ConditionsThe Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.Pay RangeCompensation is based on the level and requirements of the role.Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data.Minimum to Midpoint Range (1.0 FTE): $88,400.00 to $117,228.80.Equal Opportunity Employer
Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply.
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At Stanford Children’s Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.Job Summary
This paragraph summarizes the general nature, level and purpose of the job.The Patient Navigator supports the patient’s medical care by providing non-medical guidance and assistance for the patient and family. Responsible for daily visits to each patient and his/her family in assigned departments, to act as a communication liaison and to hear and understand the patient’s individual needs, desires, and concerns, and then to guide and connect the patient and family to a range of non-medical services, amenities, and information that can support effective healing and ensure satisfaction with the hospital experience at Lucile Packard Children’s Hospital. The Patient Navigator assumes responsibility and accountability for the management of resources through interdisciplinary collaboration to achieve optimal patient outcomes. Functions as a resource and a liaison between the patient, the medical center, and the community it serves; ensure patient rights are respected; and provide a channel for problem mediation and resolution to promote the highest quality of care and customer satisfaction.Essential Functions
The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.Must perform all duties and responsibilities in accordance with the hospital’s policies and procedures, including its Service Standards and its Code of Conduct.Assesses and interacts with patients and families using theories of Child Life, child development, family systems and cultural background. Provides appropriate care based on the needs of the specific individual, including age.Responsible for doing daily rounds on patient care units, evaluating and triaging calls from patients and families, assessing needs, investigating problems or complaints and facilitating follow up with the appropriate person or departments. Daily visitation of patients on assigned units.Gathers feedback proactively by rounding on inpatient rooms and speaking with families in clinic. Formulates any necessary action plans and follow-up based on feedback received. This may include immediate problem-solving and/or service recovery.Collaborates with team members to develop improvement projects to address patient feedback. Assists with identifying areas for improvement based on daily interactions with patients and observations. Works with unit personnel on initiatives to improve the patient experience.Provides support and guidance during patient hospital stay or clinic visit and being responsive to any concerns or complaints the patient and/or family may have. Provides resolution of issues at point of service.Helps patients secure appointments across specialties. Facilitates scheduling of physician appointments and care experiences during in-and out-patient encounters of individuals, and assist in negotiating the full spectrum of the Stanford healthcare system.Acts as non-clinical liaison/concierge/navigator for patient in all aspects of their care at SUMC before, during or after an encounter with a Stanford medical facility. Serves as a link to services across the health system: social work, pastoral care, physical therapy, other specialties; connecting patients to financial counseling or other care settings.Provide efficient, individualized services to international patients seeking care or second-opinion diagnoses at the Stanford Children’s Health. Coordinates and interface with faculty and community physicians, hospital departments and clinics as well as with patients and their families to improve access to all institutional services and to facilitate comfortable, efficient visits.Coordinates and schedules appointments and admissions adhering to the special needs of the international patient and referral algorithms in place. Makes arrangements for interpreter services as requested by patient or family and in accordance with department policies.Participates in rotating 24/7 coverage of service - flexible schedule will be determined based on patient volume.Serves as a contact for patients, families and guests who have a need/want while in the hospital, or after the patient’s hospital stay. Coordinates access to hospital and community resources for patients and families.Minimum Qualifications
Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.Education : Bachelor's degree in a work-related discipline/field from an accredited college or university.Experience : Three (3) years of progressively responsible and directly related work experience.License/Certification : None.Knowledge, Skills, & Abilities
These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.Strong hospitality and customer service skills.Ability to be diplomatic and highly organized.Ability to communicate effectively, both orally and in writing.Ability to display a highly professional demeanor.Ability to maintain confidentiality of sensitive information.Physical Requirements and Working ConditionsThe Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.Pay RangeCompensation is based on the level and requirements of the role.Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data.Minimum to Midpoint Range (1.0 FTE): $88,400.00 to $117,228.80.Equal Opportunity Employer
Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply.
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