JOB DESCRIPTION

POSITION: Patient Navigation Lead DEPARTMENT: Patient Services

REPORTS TO: Administrative Director of Surgery STATUS: Exempt (Full-Time)

UPDATED: May 2022

JOB SUMMARY:

The Patient Navigation Lead is a key position providing direction and support for a team of Patient Navigators. The Patient Navigation Lead will set the tone, expectations and the environment in an effort to provide a patient-centered approach to abortion care. This position works collaboratively with the surgical center team using the customer service ethos.

ESSENTIAL FUNCTIONS:

Lead a team of Patient Navigators by providing direction, support and coordination of the navigation program.

Works with the Administrative Director of Surgery to hire, coach and review the team.

Sets work and on-call schedules to meet patient demand.

Ensures the on-call system runs smoothly and that patients are able to reach a navigator within a set time frame.

Provides navigation services to patients.

Organize schedules and manage appointments for patients to ensure they receive services in a timely manner and at a location most convenient for them based on the patient’s clinical care site preferences.

Facilitate communication between the patient, support person(s), and healthcare providers to ensure patient satisfaction and quality of care.

Inform patients of financial aspects of care and linking the patient to financial resources as needed.

Work with the patients to identify logistical needs in accessing care and linking patients to appropriate resources as needed.

Work with patients to identify other support services as needed and provide appropriate linkages.

Accommodate interpretive language services as needed.

Facilitate pre- and post-abortion visits and ensure continuity of care and linkage to community resources.

Handles difficult calls or cases that need an elevated level of care.

Administers the Patient Navigation program.

Collect, track, and report required program data

Identify and address existing gaps and opportunities within existing patient navigation processes, including screening processes, to ensure highest-need patients are being identified, routed, and connected to navigational support

Work closely with affiliate and contact center staff, including but not limited to social workers, Justice Fund managers and counselors, contact center staff, health center managers, and others to create efficiencies and improve workflows for increased abortion access and improved patient experience

Work with external stakeholders and organizations to build and strengthen relationships, systems, and processes that support access to abortion care

Work with external vendors to facilitate access to key services, including but not limited to, transportation and lodging

7.Perform other duties as assigned by supervisor.

KNOWLEDGE AND SKILL REQUIREMENTS:

Passionate commitment to PPSWO’s mission and values related to health equity, especially centering on racial equity, and a deep sense of accountability to community. Demonstrated understanding of the role that racial inequity plays in our society and its impact on healthcare systems and care delivery.

Demonstrated ability to be responsive to changing priorities and simultaneously handle multiple complex initiatives. Strong attention to detail.

·Proven leadership ability including teambuilding, staff development, motivation and clearly communicated goals/expectations.

Excellent relationship building and communication skills, including a high level of self-awareness, empathy, and humility in interpersonal interactions.

A demonstrated ability to work and build trust across cultural differences as well as to effectively communicate across differences related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin, or ability.

·Demonstrated excellent customer service, verbal, and written communication skills.

·High degree of organization, attention to detail, good follow-through, and ability to work in a face-paced environment is required.

·Deep commitment to abortion access and committed to values and practices of equity and reproductive justice. Knowledge of and experience working in abortion care is preferred.

·Current licensure as a Social Worker in Ohio required.

·Ability to maintain confidentiality and exercise sensitivity in dealing with client’s sexuality and reproductive healthcare choices.

·Must be able to work flexible hours, including evenings and Saturdays.

·Basic clerical and math skills required.

·Bilingual (Spanish/English) preferred. Able to write and speak English

·Ability to operate a computer, keyboard and multi-key telephone.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

·Ability to lift and /or move up to 25 pounds, sit, talk, hear, stand, bend, walk; use hands and fingers, handle or operate objects, reach with hands and arms; climb and balance; stoop, kneel, crouch, crawl, and use repetitive motions of the hands and wrists.

·Ability to get to the work site; also other PPSWO health centers and meetings when required.

·May be exposed to communicable diseases and blood and body fluids that may contain HIV and/or HBV.

·May be exposed to cleaning chemicals and offensive odors.

DISCLAIMER:

I have read my Job Description. I understand the information contained in the Job Description. I further understand that this Job Description is not intended and should not be construed as an exhaustive list of all the responsibilities, skills, efforts or physical requirements/working conditions associated with my job. I may be required to perform additional tasks necessary to meet standards of quality and care.

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SIGNATURE DATE

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Planned Parenthood Southwest Ohio is an equal opportunity employer and is committed to maintaining a non-discriminatory work environment. Planned Parenthood Southwest Ohio does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation and gender identity, or any other characteristic protected by applicable law. Planned Parenthood Southwest Ohio is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.