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Position Classification Description

Position Class Code / Title: S5013 / Patient Clinical Suppt Coord
Recruitment Tier: Tier 1
FLSA: Non-Exempt
Grade: 10

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.

Summary

Coordinates and facilitates the efficient, accurate, and timely provision of clinical services to patients. Interacts with and guides patients through all phases of their clinical visits, providing a consistent point of direct contact, navigational support, liaison, and advocacy with medical staff and ancilliary services. Addresses patient concerns and analyzes and resolves complaints. Participates in the development, implementation, and evaluation of new and/or improved patient support programs, processes, and initiatives.

Duties and Responsibilities

  1. Serves as patient navigator in the clinic; guides and leads patients through the clinical process to facilitate the delivery of appropriate medical and ancilliary services.
  2. Serves as a central point of contact for patients throughout the clinical process, referring patients to other internal and/or external support services as appropriate.
  3. Leads, guides, and assists individual patients and patient groups through the check-in, appointment scheduling, and testing processes; accompanies patients to various departments for treatment as necessary.
  4. Provides comfort and support to patients as needed during clinical procedures; answers questions, addresses concerns, and resolves or refers conflicts in a clinical setting on behalf of the patient as they occur.
  5. Serves as a primary liaison between the patient, medical staff, and ancilliary services on clinical and procedural issues.
  6. Receives and addresses patient complaints, and takes immediate action as appropriate to resolve problems as they occur.
  7. Collects and analyzes data related to patient interactions and complaints, staff contacts and actions taken pertaining to patient problems, and prepares reports for management.
  8. Coordinates, leads, trains, and oversees the activities of volunteer staff performing related work, as appropriate.
  9. Organizes and facilitates meetings and special events; schedules and coordinates dates and times, venues, attendance, agendas, and facilities.
  10. Participates in the development and implementation of new programs, operating protocols, and/or communication initiatives related to patient navigation.
  11. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • High school diploma or GED; at least 5 years of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Strong interpersonal and communication skills and the ability to work effectively with a wide range of medical and administrative staff as well as a diverse patient population.
  • Knowledge and understanding of the particular needs and challenges of patients.
  • Working knowledge of clinical and/or hospital operations and procedures.
  • Skill in the use of personal computers and related software applications.
  • Ability to gather data, compile information, and prepare reports.
  • Knowledge of available patient support programs, agencies, and services.
  • Analytical and problem solving skills.
  • Ability to communicate complex information in a manner easily understood by patients.
  • Case management and advocacy skills.
  • Ability to coordinate and organize meetings and/or special events.
  • Training and leadership skills.
  • Skill in accessing internet information services.
  • Strong customer service orientation.
  • Working knowledge of electronic internet authoring languages, particulary HTML.

Working Conditions and Physical Effort

  • Work is performed in an interior medical/clinical environment.
  • Light physical activity. Work may involve occasional assistance of others in the manipulation of heavy objects and some standing or walking, usually for not more than 2 hours a day.
  • No or very limited exposure to physical risk.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 03/20/2017