PAT NAVGTR NON-CLIN III CX_Ltd

Job Summary

About the role

The HIV and Prevention Care Coordinator plays a critical role, working closely with clinical care teams in order to assist patients in obtaining timely, essential, and appropriate HIV and preventative medical and psychosocial services to optimize health outcomes and prevent HIV acquisition for patients at risk of HIV acquisition. The Coordinator will work at the ZSFG Campus and in the community within the City and County of San Francisco.

Responsibilities

• Establishes and coordinates a supportive plan with goals and interventions based on individual patient and health care provider needs.
  • Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare system for services.
  • Works closely with clinical care team to assist patients in obtaining timely, essential, and appropriate medical and social services to optimize health and prevent HIV acquisition.
  • Carefully coordinates intake appointments for patients who are new to the health system, including facilitating collaboration between patient, eligibility staff, and health care providers.
  • Works closely with clinical teams, advocates and represents the patient with a focus on the patient’s satisfaction with the clinical aspects of their treatment experience.
  • Identifies and works to remove barriers to the plan of care as appropriate.
  • Follows up with patients and families using established escalation and triage protocols.
  • Documents to standards.
  • Assists with developing/refining of protocols and participates in documentation improvement activities.
  • May provide guidance on the ongoing monitoring and adherence counseling of patients.
• Coordinates referrals for medical and psychosocial services both within health system and outgoing referrals.
  • This may include coordination in obtaining prior authorizations.
  • Carefully coordinates clinical and non-clinical resources based upon patient's medical diagnoses, insurance coverage, and community programs.
  • Applies knowledge to explain care options.
  • Identifies patient's preferences, and any barriers to treatment plan implementation.
  • Consults with patients to answer questions about HIV care engagement and preventative services, assists with establishing medical insurance coverage, makes and facilitates access to medical and psychosocial services.
• May provide adherence counseling for patients on PrEP, prepares orders and monitor test results per protocol, conducts follow-up phone calls, works to re-engage patients lost to follow-up via established methods, evaluates adverse effects and communicates assessment findings and concerns to health care teams.
  • Anticipates and initiates coordination activities; develops plans for patients to set expectations and coordinates care in alignment with patient's needs.
  • May include reviewing clinical cases with health care team to schedule services.
• Assists with collecting, evaluating, and presenting meaningful use and/or relevant operational or clinical data to leadership.
  • Establishes recommendations for follow up and action plans for improvement in clinical services.
  • May participate in analyzing patient satisfaction reports and metrics regarding clinical treatment and patient understanding of their care plan.
  • Pro-actively identifies problems in processes and clinical operations affecting patient satisfaction.
  • Collaborates with clinical team to develop improvement processes to increase patient satisfaction.
  • Assists in developing a culture oriented around patient satisfaction.
  • Participates in relevant committees, task forces, coalitions, associations, and meetings to represent the clinic and the patients as assigned.
  • May participate on teams for improvements in clinical applications, in conjunction with workflows.
  • Assists and supports onboarding new staff to the workflows and processes; trains in new technologies.
  • Reports issues to appropriate provider and/or department manager.
  • Solicits feedback on patient/family interactions/style/efficacy from peers and managers.

Qualifications

• Bachelor's degree in related area and three or more years of relevant experience and / or equivalent experience / training.
• 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.
• Excellent customer service skills, working with a high volume and high expectations customer base.
• Ability to support patients with a wide variety of clinical and non-clinical needs.
• Ability to work in a complex, multi-divisional environment with the skills to establish priorities, set objectives and achieve stated goals.
• Ability to utilize project management tools.
• Excellent analytical and problem-solving skills.
• Clear and concise communication skills to teach patients about complex, sensitive clinical issues.
• Proficiency with Windows-based software including Microsoft word, Excel, Outlook.
• Knowledge of computer systems and software used in functional area.
• Experience working with ethnically, culturally, and sexually diverse populations.
• Ability to travel and work among various clinics within San Francisco.
• Excellent oral and written communication skills.
• Strong organizational skills and attention to detail.
• Excellent oral and written communication skills.

Preferred Qualifications

• California HIV Test Counseling Certification.
• Experience working with people living with chronic illness, substance users, or persons with mental health diagnoses.
• Knowledge of HIV/STD treatment and prevention with a focus on harm reduction.
• Work experience in a health care organization.
• Ability to learn Electronic Medical Records (EMR), disease registry and other information systems in a short time frame.