Eating Disorders Program Navigator

University of California San Francisco Medical Center - San Francisco, CA4.2

Full-time | CommissionEstimated: $73,000 - $100,000 a year
EducationSkills
The Eating Disorders Program Navigator (EDPN) is responsible for establishing daily administrative workflows and managing these daily operations. The EDPN is responsible for serving as the initial patient contact, scheduling new patient appointments including at the satellite clinic sites, multi-disciplinary assessments, and appointments in the five-day intensive treatment program.

The EDPN coordinates with insurance companies to obtain information about patient benefits, obtain insurance authorizations, and follow-up patient insurance claims, if needed. Communicates insurance coverage to patients and their families in order to support transparency of financial liability for services. This includes coordination between medical and psychiatric appointments and working to schedule patients on the same day when desired, and provide information to families about their various appointments (with different providers in different locations), which are often confusing for families to track. Assists families with coordination and communication between their current health care providers and UCSF.

Responsible for updating the website and marketing materials to disseminate information about the Eating Disorder Program’s services to existing and potential patients and families, and uses website tracking software to maximize the information and visitor flow on our web pages to increase the likelihood of calls/referrals. Engages in regular community outreach with potential partnering providers (e.g., eating disorder professionals who may refer to services in our program) and caregiver networks (e.g., caregivers of individuals with eating disorders who may refer to our program through word of mouth). Develops relevant content for posting on the website independently.

Reporting to the Adolescent Nurse Manager, this position is the first point of contact for the public as well as professionals. Screens inquiries from the public, parents and families about Eating Disorders Program services in a professional, confidential and patient-centered manner. As the initial point of contact for families, the EDPN orients individuals and families to the various services provided by the Eating Disorders Program and how interdisciplinary care is delivered. Responsible for presenting these inquiries to the clinical director to determine the appropriate course of action and coordinating next steps as appropriate.

Tracks insurance coverage and billing given the complexity of care provided to patients in this multidisciplinary program with multiple services offered to ensure that patients/families are well-informed about their benefits and that providers understand what services are covered under various insurance plans. Tracking insurance coverage for other services that the Eating Disorders Program is considering incorporating into their program. Referral sources are also tracked to assist with marketing efforts. It is expected that the EDPN will independently respond to common inquiries, problem solve and continually work to improve clinic processes.

The EDPN will also be expected to effectively work at multiple locations and across different departments.

Required Qualifications

Three or more years of related medical practice, hospital, and/or ambulatory experience
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
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
Strong interpersonal and customer service skills; ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.
Excellent analytical and problem-solving skills; ability to develop solutions and recommend changes and follow through with implementation
Excellent written and verbal communication skills
Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area
Proficiency in Apex
The flexibility to orient and work at all UCSF Health locations

Preferred Qualifications

Bachelor's Degree in Social Work, Sociology, Psychology, or Neuroscience and / or equivalent experience / training

Licensure/Certification

N/A

Living Pride Standards

Service Excellence

Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center’s values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.
Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards.
Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices
Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.
Demonstrates an understanding of and adheres to safety and infection control policies and procedures.
Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets.
Work Environment

Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.
Picks up and disposes of any litter found throughout entire facility.
Posts flyers and posters in designated areas only; does not post on walls, doors or windows.
Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.
Protects the physical environment and equipment from damage and theft.
The flexibility to orient and work at all UCSF Medical Center locations is required.

Equal Employment Opportunity

The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Further information about the University of California, San Francisco, is available at diversity.ucsf.edu. UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve.