FQHC Enhanced Care Manager
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Apply to FQHC Enhanced Care Manager at UCSF Career SiteJob details
- Location
- Oakland or San Francisco
- Work type
- Onsite
- Compensation
- $54,500 - $115,500/yr
- Posted
- today
- Apply on
- iazuqy.fa.ocs.oraclecloud.com
About this role
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
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
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.
Responsibilities
% of time | Essential Function (Yes/No) |
Key Responsibilities (To be completed by Supervisor) |
30 |
| Core Responsibilities
Quality & Professional Practice |
25 |
| Care Gap Closure/Care Coordination
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15 |
| Longitudinal Care Management
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15 |
| Care Coordination & Patient Navigation
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10 |
| Quality Improvement
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5 |
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100% |
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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, teamwork, 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 teamwork 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 of 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.
Qualifications
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. | Req |
Strong skills to comprehend and assess patient's grievances to quickly locate appropriate resources for assistance. In-depth knowledge of the organization and how to get issues resolved. | Req |
Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians. | 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 |
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Education | Req / Pref |
Bachelor’s degree in related field OR an equivalent combination of education and experience with 4 years’ experience as any of the following: EMT, medical assistant, health care navigator/coordinator, health educator, community health worker, social worker, or health plan care management. | Req |
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Licenses | Req / Pref |
N/A |
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