Patient Navigator 3
 University of California - San Francisco | |
 United States, California, San Francisco | |
 Oct 07, 2026 | |
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Description & Requirements Job Description
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. Generic Scope (not customizable, will not be used in the job posting/advertisement): 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. Custom Scope (customizable, will be used in the job posting/advertisement): Serves as a non-clinical resource and liaison for patients and their families in outpatient psychiatry. Assists with navigating all aspects of the healthcare system. Understands and is able to prioritize referrals based on diagnosis and current treatment status to ensure complex patients are scheduled according to practice priorities. Liaisons with other departments, proposes improvements to workflows; facilitates improved coordination of care based on each practice's scheduling requirements. Provides support during patient stay or clinic visit. 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. 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. Qualifications
Knowledge Skills and Abilities (KSAs) Please list: Knowledge, Skills and Abilities Req / Pref 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. Required 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. Required Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians. Required Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation. Required Excellent written and verbal communication skills. Required Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area. Required Proficiency with Epic EMR Preferred Experience in healthcare community outreach Preferred Knowledge of behavioral health services and experience with the patient population Preferred Minimum 3 years of relevant experience Required Education, Licenses and Certifications: Education Req / Pref Bachelor's degree in psychology or related area and / or equivalent experience / training. Preferred Master's Degree in related area and / or equivalent experience / training. Preferred Licenses Req / Pref n/a Certifications Req / Pref Lean Certification Preferred Special Conditions of Employment: Common problems solved by the employee: - Identifying which provider or clinic within our department that a patient would be best served at according to patient need and clinical inclusion/exclusion criteria. This would include reviewing the referral, chart review, and collecting information from the patient and family. - Coordinating with external referring providers to assist in patient receiving care. Act as communication bridge between UCSF provider and external provider to support patient. Less frequent and more complex problems solved by the employee: - Addressing a patient grievance and collecting data to identify areas of improvement. Presenting an idea to help improve patient experience to management. Helping to implement improvement effort. - Connecting patient/family with community resources. Problems/situations that are referred to this employee's supervisor: - Provider requests changes to clinic schedule that affect patient access - Patient grievance the employee is unable to resolve after attempting service recovery
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 https://www.ucsf.edu/about/mission-and-values . In addition to , 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 https://diversity.ucsf.edu/ . Join us to find a rewarding career contributing to improving healthcare worldwide.
EEO Statement
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.
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