Patient Navigator
Mountain View-CA-94035-United States
Silicon Valley Medical Development is currently seeking a talented Temporary Patient Care Representative to join our growing healthcare team in Santa Clara County! This position has the potential to turn in to a full time opportunity.
Pay: $31.26-$33.87/ hour
Location: Mountain View, CA
Shift: M-F, 8:00am-5:00pm
About El Camino Health Medical Network,
El Camino Health Medical Network (ECHMN), licensed as Silicon Valley Medical Development (SVMD) LLC and an affiliate organization of El Camino Health is a growing healthcare provider organization dedicated to delivering high-quality, community-based ambulatory care across Santa Clara County. We are committed to fostering a seamless, patient-centered healthcare experience by partnering with physicians and healthcare professionals who share our vision of accessible, high-quality care for diverse communities.
At ECHMN, we foster a culture of collaboration, innovation, and excellence. If you’re passionate about healthcare and driven to make a difference in the lives of others, we invite you to join our dynamic team. Together, we are shaping the future of healthcare.
The Patient Navigator serves as a vital communication link between patients, their families, and the care team. This role is designed to enhance the overall patient experience by proactively addressing concerns, assisting with non-clinical needs, and ensuring timely and effective communication. This position adheres to all clinical protocols as directed by clinical staff and department policies, ensuring compassionate and compliant care delivery.
Essential Functions:
Patient Experience & Performance Improvement
- Greets patients and visitors upon arrival. Ensures that patient areas are clean and inviting.
- Assist with Wayfinding and help to answer patient questions/directs to appropriate department.
- Monitor patient wait times and communicate delays clearly and empathetically.
- Round on patients and families in the waiting area at least once per hour to address questions and provide updates.
- Alert clinical staff (e.g., Medical Assistants, PCP) to emerging issues or concerns.
- Assist with transporting discharged patients upon arrival, during or at the end of visit as needed to the door when clinical staff are unavailable.
- Deliver service recovery using "We Care" standards, including offering blameless apologies and service recovery items when appropriate.
- Use interpreter services effectively to support non-English-speaking patients and families. Facilitate patient access to virtual tools such as iPads or cell phones as needed.
- Assists patients with filling out patient questionnaires.
- Make observations and identify/support improvement opportunities.
- Reports any potential issues to clinic leadership immediately.
- Other duties as assigned
Required:
- Proven success in a customer service environment.
- Strong interpersonal and communication skills.
- Basic proficiency in Microsoft Office (Word, Outlook, Zoom).
- Problem-solving skills and the ability to work independently in a dynamic, fast-paced clinical environment.
- Demonstrated ability to maintain professionalism, empathy, and discretion in interactions with patients and staff.
Preferred:
- Experience in a healthcare or clinical setting.
- Interest in pursuing a clinical career path.
- Bilingual or multilingual skills.
- Prior training in interpreter services (training can also be provided post-hire).
Required:
- High School Diploma or GED
- Experience working with an EMR
- Ability to accurately type a minimum of 40 WPM
- Strong verbal and written communications, and active listening skills
- Solid patient/guest relations skills with the ability to communicate in a professional, courteous and efficient manner
- Ability to perform basic math
- Excellent attention to detail
- Ability to effectively organize and prioritize tasks to complete assignments within the time allotted to maintain standard workflow
- Ability to work effectively as a team member who is flexible, cooperative and willing to assist others
Ideal Candidate Attributes
- Self-motivated and observant.
- Empathetic, approachable, and patient-centered.
- Flexible and team oriented.
Able to de-escalate emotionally charged situations with professionalism and tact.
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