Job Function Summary:

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 care experience.

Experienced professional who knows how to apply theory and put it into practice with in-depth understanding 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 determines solutions.

Serves as a non-clinical resource and liaison for patients and their families. Assists with navigating all aspects of the healthcare system. 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.

% of time	Essential Function (Yes/No)	Key Responsibilities (To be completed by Supervisor)
30	Yes	Patient & Family Engagement / Support Serve as a primary point of contact for families for care coordination and navigation needs. Provides support during patient stay or clinic visit. Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare system for services. Addresses patient grievances at point of service. Identifies appropriate resource as needed. Investigates patient complaints and grievances about barriers (or perceived barriers) for patient satisfaction.
30	Yes	Care Coordination Develops library of resources, and orientation information for patients. Provides new patients with an overview of resources and general information on billing, scheduling, and locating resources for clinical questions or concerns. Anticipates and initiates coordination activities; provides road maps for patients to set expectations and coordinate care in alignment with patient's needs. Liaisons with departments, proposes improvements to workflows; facilitates improved coordination of care based on each practice's scheduling requirements.
30	Yes	Documentation, Data & Program Support Analyzes patient satisfaction reports and metrics to identify areas for improvement. Collaborates with managers and colleagues across the healthcare system to formulate and implement changes to processes and / or action plans. Collects, evaluates and presents meaningful use and / or relevant operations data and metrics for leadership. Establishes recommendations for follow up and action plans for improvement. Participates in medical center committees or task forces and other special projects as required to support improvements in the patient experience. Contributes to creating new marketing tools and follow-up surveys to increase patient awareness and positively impact overall business. May participate on teams for improvements in clinical applications, in conjunction with workflows.
10	Yes	Other duties as assigned
100%		(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)

Knowledge, Skills and Abilities	Req / Pref
Minimum of 2+ years of relevant experiencein healthcare related field	Req
Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.	Req
Strong skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance. In-depth knowledge of the organization and how to get issues resolved.	Req
Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation.	Req
Excellent written and verbal communication skills.	Req
Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.	Req
Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations. Knowledge of Medical Terminology. Strong knowledge of data collection, compilation, and analytical techniques.	Req
Previous experience working across departments in large organizations	Pref
Proficiency with the EPIC electronic medical record	Pref

Education	Req / Pref
Bachelor's degree in related area and / or equivalent experience / training.	Req

Certifications	Req / Pref
Community Health Worker certification, CASAC or similar program	Pref

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Salary Information

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

FQHC Enhanced Care Manager

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