Patient Navigator

Job Description

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, expectations, 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.

DEPARTMENT DESCRIPTION:

The Behavioral Emergency Response Team (BERT) is UCSF Benioff Children's Hospitals' pediatric behavioral health crisis service, providing rapid assessment, crisis intervention, risk evaluation, and disposition planning for children and adolescents experiencing behavioral health emergencies in the Emergency Department and on inpatient units. BERT partners closely with Emergency Medicine, inpatient medical teams, nursing, security, and Psychiatry to determine the appropriate level of care, including inpatient psychiatric hospitalization when clinically indicated. BERT operates as part of the broader Behavioral Health Crisis Services program, alongside the Crisis Response Bridge Clinic, Psychiatry Consultation-Liaison, and Code CARE, together providing a continuum of crisis assessment, stabilization, and follow-up care. Services are trauma-informed, culturally responsive, and grounded in principles of equity and recovery.

Qualifications

MINIMUM REQUIREMENTS: - Minimum of 2+ years of relevant experience - 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. - Ability to work calmly and effectively under time pressure in a fast-paced, high-acuity pediatric behavioral health environment. - Comfort and persistence with high-volume telephone and fax-based coordination with external hospitals and receiving facilities - Ability to accurately review clinical documentation (labs, H&P, medication lists) for completeness prior to transmission to a receiving facility - Understanding of HIPAA and patient privacy requirements as they relate to transmitting clinical information between facilities. - Ability to work collaboratively as part of an interdisciplinary crisis team, including BERT clinicians, nursing, and medical teams; skill in building and maintaining working relationships with external community providers and programs. PREFERRED: - Bachelor's degree in related area and / or equivalent experience / training. - Bi-lingual - Knowledge of the pediatric behavioral health continuum of care, including inpatient psychiatric admission criteria, IOP/PHP, residential treatment, and outpatient therapy and psychiatry resources, along with the regional landscape of receiving facilities and community providers. Knowledge of medical terminology sufficient to review labs and clinical documentation. - Prior experience with inpatient psychiatric placement, bed-finding, or hospital-to-hospital transfer coordination.

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.