Patient Service Navigator 40 Hours Days Bwh - Tbscc

Brigham and Womens Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race sex color religion national origin sexual orientation protected veteran status or on the basis of disability.

Working under the supervision of the Administrative Director for Trauma Burn and Surgical Critical Care and the Trauma Program Manager the Patient Service Navigator enables the coordination of multidisciplinary follow up care for trauma and emergency surgery patients. This individual serves as the liaison among specialty services and works closely with Trauma Emergency Surgery Plastic Surgery Orthopedics Neurosurgery and other services as needed to create an efficient and patientcentered system for scheduling multidisciplinary follow up clinic appointments and providing necessary loop closure with consulting services. The Patient Service Navigator will also be available during business hours to field and triage phone calls by providers and staff both internal and external thus creating a single point of access for the BWH trauma and emergency surgery programs.

Reports directly to the Administrative Director for Trauma Burn and Surgical Critical Care and the Trauma Program Manager. Interacts extensively with Brigham and Womens Hospital providers and staff.

1. Proactively follows up with trauma and emergency surgery patients who have been discharged from the hospital and require multidisciplinary followup clinic appointments. Coordinates with multidisciplinary services to help patients navigate the system and schedule these appointments.

2. Answers the main office phone line during business hours to field and triage phone calls by providers and staff both internal and external.

3. Follows up with patients primary care physicians or referring providers about any incidental findings during their hospital workup to ensure loop closure.

4. Visits with trauma and emergency surgery patients on the inpatient unit to ensure they are receiving the attention they need and expect.

5. Alerts program leadership to patient service issues and any areas in need of improvement. Contributes to the continuous performance improvement of the trauma and emergency surgery programs. Provides relevant updates at the monthly Trauma Performance Improvement and Patient Safety (PIPS) committee meetings.

6. Assists with any other traumarelated project or initiative as needed at the discretion of the Trauma Program Manager.

1. Bachelors degree required.

2. A minimum of 13 years experience in a healthcare environment. Experience in patient relations patient care coordination or social work preferred.

3. Ease in interacting with patients many of whom have complex injuries and multiple comorbidities including social challenges.

4. Exceptional judgment and discretion in interacting with physicians and staff on sensitive political and confidential issues.

5. Knowledge of current issues in the healthcare environment preferred.

6. Familiarity with information systems preferred.

1. Requires ability to work effectively with physician nursing secretarial and ancillary staff.

2. Strong communications and organizational skills.

3. Ability to study issues systematically and generate innovative solutions to complex problems.

4. Ability to focus detailed concentrated effort to multiple tasks and reestablish priorities as necessary.

5. Ability to effectively respond to time sensitive issues.

6. Demonstrated ability to manage a busy office environment within the context of a large medical center and healthcare delivery system.

7. A high degree of social facility in obtaining cooperation and support from a broad range of people.

8. Initiative and ability to work independently.

For all positions that include direct patient care indicate with an X the age(s) of all patient populations served

No Direct Patient Care

All age groups

Adolescence 13 to 17 years)

Neonates (birth to 1 month)

Young Adult 18 to 25 years)

X

Infant 1 month to1year)

Adult 26 to 54 years)

X

Early Childhood 12 months to 5 years)

Senior Adult 55 to 64 years)

X

Late Childhood 6 to 12 years)

Geriatric 65 years and up)

X