Patient Navigator - RN

Concierge Services at UCSF Health provide a personalized, high-touch healthcare experience tailored to individuals with significant connections to UCSF. This includes major donors, individuals with key relationships to the institution, patients with complex medical needs, and those requiring enhanced privacy and security. The program extends beyond the individual patient, ensuring the same level of exceptional service for their families, friends, and colleagues.

Within Concierge Services, the Executive Health Practice operates as an exclusive, invitation-only primary care practice specializing in internal medicine. Membership is extended by invitation only to UCSF's most generous benefactors and individuals with meaningful ties to the institution as an expression of gratitude for their philanthropic support. Patients who join the practice gain access to highly personalized, coordinated, and discreet care designed to meet influential leaders, executives, and high-profile individuals' unique needs.

Philanthropic contributions inspired partly by the exceptional patient experience provided within the Executive Health Practice directly support the broader mission of UCSF and UCSF Health. These contributions enable advancements in medical research, patient care innovation, and healthcare access, reinforcing UCSF's commitment to excellence in clinical care, education, and scientific discovery.

The Executive Health Practice embodies UCSF Health's dedication to premier, patient-centered care, offering a seamless, world-class healthcare experience that strengthens the institution's relationships with its most engaged supporters.

• Serve as a central liaison between senior administration, faculty and community physicians, hospital departments, and patients/families to facilitate streamlined access to services.
• Oversee key aspects of day-to-day primary care operations within the clinic.
• Coordinate second-opinion consultations for both concierge and international patients.
• Uphold exceptional customer service and communication standards, ensuring all interactions reflect diplomacy, grace under pressure, kindness, and compassion, even in high-stakes, time-sensitive situations.
• Maintain expertise in clinical best practices, regulatory compliance, and infection control standards.
• Stay current with evolving ambulatory care policies and procedures to ensure a safe, efficient, and patient-centered clinical environment.
• Provide individualized patient care including triage, assessment, phone consultation, and coordination of referrals based on triage protocol and nursing assessment.
• Collaborate with leadership and clinicians in researching and creating educational communications, materials, and support resources for patients and families.
• Participate in system-wide committees and strategic planning with clinicians across services to improve healthcare delivery and coordination of clinical services.
• Develop and oversee implementation of specialized clinical and non-clinical resources based on patient diagnosis, insurance coverage, and community programs.
• Establish and coordinate specialized care plans and interventions based on treatment and individual patient service provider needs.
• Recommend process improvements to increase patient satisfaction in navigating healthcare services.
• Lead efforts to promote a culture centered around patient satisfaction.
• Participate in committees, task forces, coalitions, associations, and meetings to represent the clinic and patients.
• Serve as a resource to clinicians and departments and implement workflow improvements.
• Review patient satisfaction reports and collaborate with clinicians to develop patient care plans in highly specialized care areas.
• Assist with clerical responsibilities and referrals to expedite coordination of care.
• Perform other related duties needed to provide exceptional patient care and coordination of care, including overseeing clinical staff.

Required qualification:

• Expert clinical knowledge in a variety of modalities, or significant expertise in a specialty area.
• Expert ability to assess patient needs and make appropriate referrals for specialized support services and programs. Advanced developed skills in assessing patient's grievances and locating appropriate resources to get issues resolved.
•  Advanced developed skills to intervene and assist with patient's questions or concerns about treatment plan.
•  Advanced developed patient care skills, working with a high volume and high expectations customer base.
• Strong ability to support patients with a wide variety of clinical and non-clinical needs.
• Highly-developed skills and expertise working in a complex, multi-divisional environment, with proven ability to initiate projects and lead teams, prioritize tasks, and direct projects successfully from inception to completion on task and on schedule.
• Highly-developed communication skills to teach patients about complex, sensitive clinical issues.
• Demonstrated knowledge with Windows-based software including Microsoft word, Excel, Outlook. Strong Knowledge of clinical based computer systems and software.
• Advanced triage and ambulatory practice experience.

Preferred qualifications:

• Masters Degree in Nursing

License/Certification:

• Requires clinical licensure: Registered Nurse (RN) in the State of California
• Bachelors Degree in Nursing
• Current American Heart Association BLS
• Current American Heart Association ACLS