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Service Navigator

Company: Valley Medical Center
Location: Renton
Posted on: May 3, 2021

Job Description:

Job Description

Office of the Patient Experience

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.

TITLE: Service Navigator

JOB OVERVIEW: This position is responsible for creating the first impression for UW Medicine Valley Medical Center that our patients, their families, and community members experience when arriving through our doors. The qualities that encompass that ideal impression come from our Caregiver Commitment. Additionally, this position provides our patients, their families, and community members with wayfinding services, connects them with departments/resources/contact information for their queries, and inquires about their general health as a screening service for the organization during the COVID-19 pandemic.

AREA OF ASSIGNMENT: Office of the Patient Experience

HOURS OF WORK: Variable FTE and schedule based on organizational needs

RESPONSIBLE TO: Department Manager, Office of the Patient Experience

PREREQUISITES:

* High School diploma or equivalent, required. Bachelor's Degree preferred or equivalent level of experience or any combination thereof will be considered in lieu of degree.

* Minimum of 1 year of experience in a complex customer service role, preferably in a health care setting.

* Previous experience as a health care navigator or facilitator preferred.

* Current American Heart Association BLS, or obtain within 90 days of hire

* Training or education related to anti-bias and/or cultural diversity preferred.

* Ability to speak more than one language preferred.

* Computer skills preferred, including experience with Microsoft Office, databases, spreadsheets, and Internet searches.

* Medical terminology preferred.

QUALIFICATIONS:

* Excellent oral communication skills.

* Exceptional customer service skills.

* Ability to communicate and interact tactfully with our diverse population of patients, families, members of the community, and UW Medicine Valley Medical Center Caregivers at all times.

* Ability to communicate and work effectively with the physical and emotional development of all age groups.

* Demonstrated ability to maintain a calm demeanor at all times.

* Demonstrated ability to function effectively in an environment where it is necessary to perform several tasks simultaneously, and where interruptions are frequent.

* Able to carry out assignments independently and exercise good independent judgment.

* Demonstrated ability to handle telephone calls or personal interactions with tact, poise, courtesy and respect.

* Neat and well-groomed in appearance, following departmental personnel standards.

* Demonstrated reliable attendance and job performance.

* Demonstrated ability to access, analyze and apply concepts associated with protocol, policy and guidelines.

* Acknowledges and positively greets each person using the 10/5 Rule (10 feet making eye contact and smiling; 5 feet offering verbal greeting).

* Consistent use of AIDET framework in communication with others.

* Demonstrated ability to successfully manage telephone interactions.

* Satisfactory completion of a background check.

* Mandatory seasonal influenza vaccination.

* Experience with working with people who are in crisis situations preferred.

UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT AND WORKING CONDITIONS:

* Must be able to push patients/visitors in wheelchairs from the building entrance to the patient care location.

* Must be able to stand or sit for extended periods.

PERFORMANCE RESPONSIBILITIES:

A. Generic Job Functions: See Generic Job Description for Clinical Support Partner

B. Essential Responsibilities and Competencies:

* Direct patients to clinics and areas of the hospital for scheduled appointments.

* Direct visitors to nursing stations for visitation of patients.

* Direct visitors to services such as the cafeteria, restrooms, medical records, and other general hospital services.

* Inquire about symptoms consistent with COVID-19 for everyone who enters the hospital doors (and direct them to the ED if they are symptomatic).

* Provide all who enter the hospital doors with face masks if they do not already have one in place.

* Notify UW VMC Security of any potential or actual disturbances or inappropriate visitor conduct.

* Offer information about hospital services such as parking, cafeteria hours, restrooms, and accommodations nearby for long-term needs.

* Deliver flowers/gifts to hospital departments for patients.

* Assist visitors with transportation concerns (ACCESS and HOPE LINK rides).

* Arrange Shuttle rides for patients/visitors as necessary.

* Initiate emergency procedures when necessary.

* Assist patients by wayfinding and answering questions/providing resources and contact information for hospital departments.

* Actively participate in all workflow design or process improvement work groups, as assigned by manager or lead.

* Perform all job functions in a manner consistent with Valley's Values and Service Culture Guidelines defined as the Caregiver Commitment: * Safety is our Core Value

* Treat People with Respect & Compassion

* Embrace Diversity, Equity, & Inclusion

* Encourage Collaboration & Teamwork

* Promote Innovation

* Expect Excellence

* Other duties as assigned to ensure a safe, welcoming environment for our community.

Created: 7/20

Grade: NCNM19

FLSA: NE

CC: 8613

Job Qualifications:

PREREQUISITES:

* High School diploma or equivalent, required. Bachelor's Degree preferred or equivalent level of experience or any combination thereof will be considered in lieu of degree.

* Minimum of 1 year of experience in a complex customer service role, preferably in a health care setting.

* Previous experience as a health care navigator or facilitator preferred.

* Current American Heart Association BLS, or obtain within 90 days of hire

* Training or education related to anti-bias and/or cultural diversity preferred.

* Ability to speak more than one language preferred.

* Computer skills preferred, including experience with Microsoft Office, databases, spreadsheets, and Internet searches.

* Medical terminology preferred.

QUALIFICATIONS:

* Excellent oral communication skills.

* Exceptional customer service skills.

* Ability to communicate and interact tactfully with our diverse population of patients, families, members of the community, and UW Medicine Valley Medical Center Caregivers at all times.

* Ability to communicate and work effectively with the physical and emotional development of all age groups.

* Demonstrated ability to maintain a calm demeanor at all times.

* Demonstrated ability to function effectively in an environment where it is necessary to perform several tasks simultaneously, and where interruptions are frequent.

* Able to carry out assignments independently and exercise good independent judgment.

* Demonstrated ability to handle telephone calls or personal interactions with tact, poise, courtesy and respect.

* Neat and well-groomed in appearance, following departmental personnel standards.

* Demonstrated reliable attendance and job performance.

* Demonstrated ability to access, analyze and apply concepts associated with protocol, policy and guidelines.

* Acknowledges and positively greets each person using the 10/5 Rule (10 feet making eye contact and smiling; 5 feet offering verbal greeting).

* Consistent use of AIDET framework in communication with others.

* Demonstrated ability to successfully manage telephone interactions.

* Satisfactory completion of a background check.

* Mandatory seasonal influenza vaccination.

* Experience with working with people who are in crisis situations preferred.

Keywords: Valley Medical Center, Renton , Service Navigator, Other , Renton, Washington

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