Job ID:

Job Description

JOB SUMMARY

This paragraph summarizes the general nature, level and purpose of the job.

Responsible for the planning and oversight of the organization's Navigation Services, Friends and Family Program, Physician and Grievance Program, and Corporate Partner Navigation Agreements. Provides strategic development, management, planning and oversight of the organization's Navigation Services function. This position develops and implements strategic plans and initiatives for assigned areas to ensure delivery of service excellence, organizational wellness and drives improvement in safety, quality, and experience outcomes and is fully accountable for the results. Responsible for the development and maintenance of the budget, policies and procedures for the Navigation Services function. Manages and provides overall direction to staff that provide education, information, and emotional support during the difficult decision-making period and throughout the treatment process. Manages multi functions and teams serving patient and family support before, during, and after a visit. This position serves as the key ambassador for the Navigation Services function and works with colleagues throughout Stanford Medicine, affiliated foundations, and Stanford University to manage referrals and ongoing care of patients, families, and community members. Responsible for the oversight of the patient and family feedback systems and navigation, including but not limited to assisting the team in assessing and responding to clinical and non-clinical complaints and grievances.

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.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital's policies and procedures, including its Service Standards and its Code of Conduct.

*Oversees the day-to-day operations and management of Navigation Services, Friends and Family Program, Physician and Grievance Program, and Corporate Partner Navigation Agreements.

*In collaboration with Executive Director, the Manager determines goals and priorities with senior executives and key stakeholders and provides analysis and direction for programs related to patient experience.

*Builds collaborative relationships with management teams and leaders, aligning services and approach to patient care and programs where appropriate and serving as a subject matter expert in service excellence.

*Gathers, evaluates and uses data to monitor and look for improvement opportunities. Uses data to inform, engage and lead improvement efforts for organization.

*Provides clinical expertise and support for patient/family grievances that require clinical knowledge and/or review. Advises other leaders on grievance response based on clinical, regulatory, and service expertise. Assists in the process of assessment, response, and reporting of clinical grievances to the proper organizations and agencies.

*Provides direction on complex grievances that could have matrixed elements/needs including clinical information, psychosocial or socioemotional elements, regulatory requirements, and employee/physician engagement while respecting organizational wellness.

*Assists in the response and care planning for high touch families who require a higher level of sensitivity and may have unique needs.

*Manages the day-to-day activities of patient navigation department and directs the activities of all navigation services.

*Manages the problem resolution process for patients/families. Partners with department managers and staff to develop proactive problem resolution.

*This position oversees and ensures quality and regulatory management of the grievance process, as assigned.

*Sets policies, guidelines, and oversees service recovery programs for LPCHS.

*Implements, evaluates, and revises policies and procedures for Patient Rights and Problem Resolution in compliance with hospital policies, as well as local, state and federal mandates and accrediting agencies.

*Collaborates with other hospital departments in ensuring Joint Commission standards for reporting and posting patient rights are met.

*Works closely with Risk Management to implement any new directives by federal organizations. Investigates and documents patient and family issues.

*Ensures regular communication with the patient during the investigation and formulation of written or verbal response, when appropriate, and in line with our policy.

*Captures positive feedback from patients and families and helps incorporate 'what we do right' into systemic approaches to delivering care.

*Manages oversight of follow up and resolution of identified problem areas/units in collaboration with the patient experience analyst.

*Responsible for working with colleagues at Stanford Medicine, affiliated foundations and at Stanford University to manage referrals, requests, or concerns.

*Works with community physicians, foundation, and high-profile patients' requests, as assigned.

*Manages and leads improvement projects.

*Responsible for departmental operations and identifies improvements; monitors and measures the trends in an operational or functional area.

*Compiles and analyzes key performance indicators for the department in relations to comparable organizations and annual targets.

*Manages the development and monitoring of budgets and resource allocations.

*Develops, implements and maintains policies, objectives, short-and long-range planning; develops and implements projects and programs to assist in accomplishment of established goals.

*Collaborates with physicians and other health care providers in establishing, implementing, and maintaining patient care and quality service standards to meet members and internal clients' expectations.

*Determines goals and priorities with senior executives and key stakeholders, provides analysis and strategic direction for programs related to patient experience and service efforts.

*Directs, develops, implements, promotes and evaluates inpatient and outpatient patient care experience programs, strategies, and initiatives across an area and in alignment with the area's business strategy and our family centered care model.

*Assists in the identification, development and implementation of strategic initiatives innovation initiatives to execute world-class patient experience.

*Provides project management for the delivery and execution of projects; serves as the liaison and collaborates with stakeholders to plan and scope projects, assign resources, and communicates and negotiates timelines to ensure expectations and commitments are met; monitors project performance and reports outcomes.

*Oversees the design and evaluation of processes to improve systems and patient care results across the continuum of care. Responsible for the development of navigation and training materials and collateral documentation.

*Collaborates with and facilitates coaching, training and mentoring for select areas and/or departments including/involving senior leadership, department managers, and frontline staff to develop and implement strategies and action plans to emphasize culture and improve the patient experience.

*Oversees the Navigation Services, Friends and Family Program, Physician and Grievance Program, and Corporate Partner Navigation Agreements team members and all responsibilities of those positions. Performs all key management responsibilities for functional areas (e.g. budgeting and financial management; human resources management; performance management; compliance and quality assurance).

Qualifications

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 field/discipline from an accredited college or university.

Experience: Five (5) years of progressively responsible and directly related work experience.

License/Certification: California Registered Nurse (RN) or other clinical licensure/registration relevant to this position preferred.

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.

*Operational expert around process and service transformation. Ability to apply improvement science practices to programs and projects they are leading.

*Ability to plan, organize, prioritize, work independently, meet deadlines and deliver projects to agreed scopes.

*Ability to perform business analytics, including data manipulation, reporting and analysis and able to present this to audience so they are able to understand the findings. Ability to conduct quantitative and qualitative analysis, draw insights from findings and formulate recommendations

*Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising, as well as flawless written communication.

*Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and gain their cooperation, ability to provide leadership and influence.

*Clinical knowledge and background, ability to review and understand care plans, chart notes, patient flow and clinical operations. Understanding healthcare environments and regulatory processes and policies.

*Ability to provide leadership and influence others.

*Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and gain their cooperation.

*Ability to handle potentially sensitive situations by applying consultative skills in working with internal and external constituent groups.

*Ability to resolve conflicts and/or negotiate with others to achieve positive results; establish and maintain effective interpersonal relationships.

*Knowledge of principles and practices of organization, administration, fiscal and personnel management.

PHYSICAL REQUIREMENTS

The 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.

Additional Information

Pay Range
Compensation 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.
Typically, new team members join at the minimum to mid salary range.
Minimum to Midpoint Range (Hourly): $62.65 to $81.44