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ONSITE NAVIGATOR

University of South Florida Health

Location: Tampa, Florida
Type: Full-Time, Non-Remote
Posted on: October 16, 2021
This job is no longer available from the source.
ONSITE NAVIGATOR
University of South Florida Health
122 reviews
Tampa, FL
Full-time
University of South Florida Health
122 reviews
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Job details
Job Type
Full-time
Full Job Description The role of the Onsite Navigator is to assist patients in having greater access to care by removing barriers at USF Health Carol and Frank Morsani Center for Advanced Healthcare. The Onsite Navigator will coordinate with the Patient Ambassador where duties overlap.
Position Requirements
Education: High School Diploma or equivalent required.
Experience: Three (3) years of customer relations work required, preferably in a medical center or large group practice.
Skills: Must have excellent customer service skills and be able to anticipate the needs of patients and families being served at the USF Health practice sites. Must have the ability to interact professionally with diverse personalities at all times and act tactfully when dealing with patients and other visitors to the practice site. Excellent verbal communication skills are essential, bi- lingual preferred. PC skills including familiarity with Microsoft Office programs are required. Ability to analyze situations and initiate appropriate action and/or appropriate hand-off to insure all needs are met for all those presenting to the facility. Ability to accommodate and facilitate patients with wheelchairs.

Requirements reflect the minimum level necessary to be eligible for this position. Equivalent combinations of education and experience may be considered.
Customer Service Performance
CUSTOMER SERVICE PERFORMANCE EXPECTATIONS : Courteous and helpful behavior towards patients, physicians, coworkers and external customers; professional and efficient verbal and written communications; accomplishing tasks through teamwork and initiative; and ensuring a timely and thorough response to complaints and/or critiques, and anticipating the needs of all you come in contact with.
Physical Demands
Physical Demands : Moving, lifting or transferring of patients may involve lifting of up to fifty (50) pounds, as well as assist with weights of more than one-hundred (100) pounds. Ability to accommodate and facilitate patients with wheelchairs. Ability to stand for extended periods. Fine motor skills. Visual acuity. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and stoop, stand and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel; and reach forward with hands and arms. The employee is occasionally required to, kneel, or crouch. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Special Instructions to Applicants
Location
MORSANI - USF TAMPA
Department Name
CLN-Family Medicine (3820)
Work Schedule Summary
Specific Duties and Responsibilities
Percentage
100%
Duties
80% Assist patients who arrive at the Morsani Center in accessing care:
• Present a warm, friendly, and professional approach for patients during every interaction.
• Serve as a guide for patient questions, quickly answering non-clinical inquiries and directing patients to the right resources within the practice.
• Assist patients with making appointments who have not been successful through the established process. Appointment obtained by calling appointment line while sitting with patient and guiding them through the process, emailing PAC Leadership or Clinical Leadership to resolve issues.
• Assist patients with setting up a My Chart account.
• Assist patient with delivering medical records and ensuring acknowledgment of the receipt of records by Clinical Departments.
• Assist patient in communicating with clinical team on questions and issues.
• Maintain positive working relationships with patients, their families, and caregivers.
• Continually build professional relationships and resource knowledgebase to better assist patients.
• Escort or transport patients in wheelchairs to appointments, as requested.
• Assist patients in calling for transportation, as requested.
• Maintain charger station for IPhone and Android phones for patient use.
• Initiates the “Escalated Call” protocol for patients arriving at the practice with urgent issues.
• Activates Emergency Response Team, Security and USF Police to resolve emergency situations.
• Collaborates with Care Coordinators and RCO Leadership on care options for patients arriving at the practice in need of care but do not have insurance or facing other financial hardships.
• Access interpreter services for patients, as requested or need identified. Offer to escort patients experiencing a language barrier to the appropriate Pre-Arrival desk.
• Assist patients with Service Animal questions or concerns.
• Provide masks to patients in need, ensuring supply and control distribution.
• Provide reference material to patients to aid access to needed services.
Percentage
15%
Duties
15% Participates in Customer Service issues and provides service recovery to patients, staff and physicians.

Document patient questions, and issues in RL Solutions, if appropriate.
Percentage
5%
Duties
5% All other duties as assigned.