Patient Navigator-Wound/Ostomy

Job Summary: The Patient Navigator-Wound/Ostomy caries outpatient navigator duties and responsibilities under the supervision of a team of licensed individuals, a Registered Nurse (RN), Nurse Practitioner (NP), and Medical Doctor (MD) in a hospital-based outpatient clinic serving patients with simple to complex acute and chronic wounds, ostomy and continence issues. Coordinates multiple medical services in a large tertiary academic medical center with level one trauma designation and Magnet recognition. Coordinates patient referral activities and obtains necessary new patient information prior to admission and treatment by the wound and ostomy team. Retrieves required medical record information from referring physician or facility (history and physical including wound treatment regimen, diagnostic studies, laboratory results, biopsies, wound cultures, medication list, ostomy and continence issues, and other pertinent information) in accordance with department guidelines. Explores insurance eligibility and validates authorization for treatment prior to initial clinic visit. Services include but may not be limited to: pre*surgery work up and post-surgery healing and follow-up, gastrointestinal evaluations, hyperbaric oxygen treatments, wound debriding, dressing changes, therapeutic dressings, compression therapy, and patient and caregiver education and other related care. Ensures patient appointments are sequential and in accordance with diagnosis, condition and stage of care. Assists patients through the complexities of Loma Linda University Health for timely treatment and services as needed. Contributes to efficient clinic operations and functions in a variety of roles which include, but are not limited to: patient care, patient scheduling and registration, billing and charge capture, and department secretary. Seeks information and clarification of responsibilities as needed. Assists department leadership and licensed care providers in delivering care that is patient-centered, user friendly, efficient and cost effective. Performs designated procedures and treatments which require specialized training for unlicensed assistive personnel. Functions within the scope of practice for unlicensed assistive personnel and in accordance with policies, procedures, techniques and guidelines in all aspects of job duties. Meets qualifications and competencies as identified in the department-specific Plan for Providing Care. Exhibits behaviors that contribute to a highly motivated and high-performance team and displays professionalism in behavior, dress and conversation. Contributes to a work environment of caring and cooperation among a culturally diverse workforce and patient population. Utilizes effective interpersonal skills to maximize excellence in customer service and follows service excellence best practices to improve and maintain high patient, family and visitor satisfaction scores. Demonstrates solid service recovery methodologies and resolves issues expressed from dissatisfied customers. Seeks assistance when needed. Performs other duties as needed.

Education and Experience: High School Diploma or General Education Development (GED) certificate required. Proof of completion of an approved Certified Nursing Assistant (CNA), Medical Assistant (MA) program or completion of a nursing fundamentals course from a school of nursing required. Minimum of six months experience as a MA or CNA in a clinic or acute care setting preferred. Minimum of six months experience as a unit or medical secretary preferred.

Knowledge and Skills: Knowledge of unlicensed assistant personnel scope of practice for healthcare required. Knowledge and ability to perform patient care activities, scheduling, billing and charge capture functions and secretarial duties required. Demonstrates competencies in fundamentals of patient care and safety. Strong customer service skills in person and on the telephone. Able to read, write legibly and speak in English (and Spanish preferred) with professional quality; use computer, printer and software programs necessary to the position, e.g., Microsoft Office, Outlook, electronic event reporting program, established organization electronic medical record; operate and troubleshoot equipment utilized for position; perform basic patient care activities using proper body mechanics and safety precautions; comprehend and follow-through with instructions; relate and communicate positively, effectively and professionally with others; be assertive and consistent in following policies; work calmly and respond courteously when under pressure; collaborate; accept direction; think critically and use good judgment; problem solve and collaborate with licensed care providers as necessary; perform duties with supervision; perform basic math functions; manage multiple patient assignments effectively; organize and prioritize workload; problem solve; recall information with accuracy; pay close attention to detail; distinguish colors as necessary for position; hear sufficiently for general conversation in person and on the telephone; identify and distinguish various sounds associated with the work place and patient care; discern temperature variances through touch; see adequately to read computer screens, medical records and written documents necessary to position, exhibit professional behavior at all times.

Licensures and Certifications: Basic Life Support (BLS) certification issued by the American Heart Association required.