Only the job description changed.
| Previous Job Description | Current Job Description | ||||
|---|---|---|---|---|---|
| n | 1 | Job Description: | n | ||
| 2 | Job Function Summary: | 1 | Job Function Summary: | ||
| 3 | 2 | ||||
| t | 4 | Qualifications: | t | 3 | Involves providing non-clinical support, guidance and assistance for patients and families as they |
| > | navigate through complex healthcare environments. Primary goals are to increase patient satisfaction | ||||
| > | , and to optimize care and outcomes. Acts as a communication liaison to understand the patient's non | ||||
| > | -clinical individual needs, desires, and concerns. Guides the patient and family to a broad range of | ||||
| > | services, amenities, and information to promote healing and ensure satisfaction with the patient ca | ||||
| > | re experience. | ||||
| 5 | Knowledge Skills and Abilities (KSAs) Please list: Knowledge, Skills and Abilities Req / Pref Strong | 4 | |||
| > | knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicar | ||||
| > | e / Medicaid regulations. Knowledge of Medical Terminology. Strong knowledge of data collection, com | ||||
| > | pilation, and analytical techniques. Required Strong skills to comprehend and assess patient's griev | ||||
| > | ances to quickly locate appropriate resource for assistance. In-depth knowledge of the organization | ||||
| > | and how to get issues resolved. Required Strong interpersonal and customer service skills. Ability t | ||||
| > | o communicate and resolve issues effectively with a diverse population of patients, staff and physic | ||||
| > | ians. Required Excellent analytical and problem-solving skills. Ability to develop solutions and rec | ||||
| > | ommend changes and follow through with implementation. Required Excellent written and verbal communi | ||||
| > | cation skills. Required Proficiency with Windows-based software including Microsoft word, Excel, Out | ||||
| > | look. Knowledge of computer systems and software used in functional area. Required Proficiency with | ||||
| > | Epic EMR Preferred Experience in healthcare community outreach Preferred Knowledge of behavioral hea | ||||
| > | lth services and experience with the patient population Preferred Minimum 3 years of relevant experi | ||||
| > | ence Required Education, Licenses and Certifications: Education Req / Pref Bachelor's degree in psyc | ||||
| > | hology or related area and / or equivalent experience / training. Preferred Master’s Degree in relat | ||||
| > | ed area and / or equivalent experience / training. Preferred Licenses Req / Pref n/a Certifications | ||||
| > | Req / Pref Lean Certification Preferred Special Conditions of Employment: Common problems solved by | ||||
| > | the employee: - Identifying which provider or clinic within our department that a patient would be b | ||||
| > | est served at according to patient need and clinical inclusion/exclusion criteria. This would includ | ||||
| > | e reviewing the referral, chart review, and collecting information from the patient and family. - Co | ||||
| > | ordinating with external referring providers to assist in patient receiving care. Act as communicati | ||||
| > | on bridge between UCSF provider and external provider to support patient. Less frequent and more com | ||||
| > | plex problems solved by the employee: - Addressing a patient grievance and collecting data to identi | ||||
| > | fy areas of improvement. Presenting an idea to help improve patient experience to management. Helpin | ||||
| > | g to implement improvement effort. - Connecting patient/family with community resources. Problems/si | ||||
| > | tuations that are referred to this employee's supervisor: - Provider requests changes to clinic sche | ||||
| > | dule that affect patient access - Patient grievance the employee is unable to resolve after attempti | ||||
| > | ng service recovery | ||||
| 5 | Generic Scope (not customizable, will not be used in the job posting/advertisement): | ||||
| 6 | |||||
| 7 | Experienced professional who knows how to apply theory and put it into practice with in-depth under | ||||
| > | standing of the professional field; independently performs the full range of responsibilities within | ||||
| > | the function; possesses broad job knowledge; analyzes problems / issues of diverse scope and determ | ||||
| > | ines solutions. | ||||
| 8 | |||||
| 9 | Custom Scope (customizable, will be used in the job posting/advertisement): | ||||
| 10 | |||||
| 11 | Serves as a non-clinical resource and liaison for patients and their families in outpatient psychia | ||||
| > | try. Assists with navigating all aspects of the healthcare system. Understands and is able to priori | ||||
| > | tize referrals based on diagnosis and current treatment status to ensure complex patients are schedu | ||||
| > | led according to practice priorities. Liaisons with other departments, proposes improvements to work | ||||
| > | flows; facilitates improved coordination of care based on each practice’s scheduling requirements. P | ||||
| > | rovides support during patient stay or clinic visit. 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. Develops l | ||||
| > | ibrary of resources, and orientation information for patients. Provides new patients with an overvie | ||||
| > | w of resources and general information on billing, scheduling, and locating resources for clinical q | ||||
| > | uestions or concerns. | ||||