Patient Navigator/40 hours days/OBGYN
Brigham & Women's Hospital(BWH)

Boston, Massachusetts

This job has expired.

Provides patient support to the Ambulatory Obstetrics and Gynecology Division within the Department of Obstetrics and Gynecoloyy at Brigham and Women's Hospital.

Brigham and Women's Hospital is dedicated to:

  • Serving the needs of our local and global community
  • Providing the highest quality health care to patients and their families
  • Expanding the boundaries of medicine through research
  • Educating the next generation of health care professional
Every employee plays an important role in providing a positive impact on the organization and the people we serve. Your work will be distinguished by demonstrating respect and dignity in all interactions with patients, families and colleagues, excellence in customer service and job performance.

All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:

People: Focus on serving the community through collaboration and respect

Self Management: Accountability, professionalism and commitment to growth and development

Organization: A commitment to quality, service and exceptional performance

Meeting these expectations is key to the success of your department and the organization.

This job description includes:
  • General expectations for the position
  • Addendum A - BWH Behavioral Competencies
  • Addendum B - Job Specific Tasks and Responsibilities
  • Addendum C - Physical/Working Conditions

  • People: Focus on serving the community through collaboration and respect

    Definition: Maintain an environment where individuals value and respect differences in all situations. Stand firm against intolerance and bias to create a welcoming environment and respect all individuals regardless of race, gender identity, ethnicity, language, sexual orientation, age, physical or mental ability, religion, socio-economic status, or national origin.
  • Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
  • Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
  • Be professional when approached about behaviors that might be perceived as disrespectful

Open Communication

Definition: The ability to effectively articulate and receive information in a clear, concise and timely manner.
  • Practice active listening skills
  • Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
  • Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
  • Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communication

Building Collaborative Relationships

Definition: Identifying opportunities and taking action to build relationships between one's area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
  • Take initiative to support others and build productive relationships that will lead to a cohesive workplace
  • Interact effectively with other team members, departments and customers to accomplish organizational goals

Organizational Awareness

Definition: Understand how one's own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
  • Support and respect BWH's mission, vision, values and history
  • Understand and recognize how your individual role and department impacts the organization

2. Self-Management: Accountability, professionalism and commitment to growth and development

Embracing Change

Definition: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
  • Support and positively participate in organizational and/or job specific changes
  • Initiate appropriate action when change is needed
  • Be flexible and open to new ideas
  • Adapt to shifting priorities

Learning Oriented
  • Definition: Predisposed to pursue learning opportunities even outside own comfort zone, one stays abreast of new tools and methods, rising to add value and build challenge in current assignments.
  • Demonstrate openness to learning from successes and failures
  • Recognize and participate in learning opportunities
  • Seek and share best practices
  • Definition: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
  • Adhere to BWH's Code of Conduct, Guide to Ethical Standards, policies and procedures
  • Align behavior with the organizational mission and values
  • Practice respect in accordance to the BWH standards
  • Demonstrate responsibility, reliability, and trustworthiness
3. Organization: A commitment to quality, service and exceptional performance

Quality and Safety Focus

Definition: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
  • Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
  • Adhere to established policies and procedures
  • Take action to prevent errors
  • Identify and report adverse events, errors and incidents
Efficiency and Performance Improvement

Definition: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
  • Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
  • Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with one's role
Problem Solving

Definition: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
  • Recognize actual and potential problems and take appropriate action towards a solution
  • Offer assistance, as needed, when a potential problem situation is observed
  • Use good judgment to keep manager informed of problems or issues, following department practice
Service Excellence

Definition: Focusing one's efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
  • Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
  • Engage with positive greetings and active listening
  • Empathize by expressing understanding
  • Educate throughout the information exchange
  • Enlist thoughts and ideas from others

    4. General/Administrative Support: (required of all Administrative Support employees)
    Information Gathering
    Definition: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
  • Identify specific information needed to clarify a situation or to make a decision
  • Probe skillfully to get at the facts

Job Responsibilities
  • Education
  • Meets with all new patients and discusses reasons why they are there in the clinic. Educates them about their health issues and why the plan of care is the way it is (i.e why the patient needs the pelvic US - to diagnose why she is having AUB for example)
  • Resources
  • Identifies and rectifies barriers to care - with each new patient visit she does this. Barriers can be transportation, financial, insurance, child care (DFCI has funding for $250 per person annually - can subsidize Lyft/Uber rides), lack of health literacy issues. Certain organizations can provide free rides in the community as well
  • Has certain returning patients "flagged" as people she has seen before who have barriers to care and preps before each clinic visit to make sure she sees them and checks in
  • For that reason, it is important that the whole team does a quick "pow wow" before the clinic day starts - so that the doctors who have seen things in the chart about life events for the patient (ex. New domestic violence) can inform the navigator, and vice versa, the navigator may inform the doctors of barriers to care she has already identified and why it is important she see sees the patient before they leave.
  • No shows
  • Once per week calls all no-shows and figures out why they are no-showing and educates them about why it's important to follow up (i.e. why is the patient getting an US for example). Once she identifies the reason, she offers an "immediate" appt within 2 weeks. She sends them a letter with the new appointment date/time. Clinic staff (not navigator) typically call the patient to remind them about appt. If there is a chronic no-show patient, she keep sending no-show letters and offering appts, and 99% of the time she can get them to present for care.
  • Works with the whole team - schedulers, different BWH departments for coordinating referrals, nurses, doctors, residents - tries to negotiate with schedulers if she identifies a particular reason the patient cannot show for an appt - ie patient can only leave her 2 year old baby at home on Tues at 10am - Nancy will talk to the schedulers and/or doctors to make that time happen.
  • Data tracking
  • She tracks no-shows, dates of appt, language, MRN, doctor, race in Excel or other database. Tracks reasons for no-shows. I could imagine the new navigator could track diagnoses and timeliness of referrals, timeliness of getting in to surgery once approved by OR committee, etc.

  • Clinical setting

  • Qualifications
    Level of education required:
  • Minimum of a high school diploma or GED.

    Work experience required:
    • Minimum three years medical office or administrative support experience required.
    • Some additional training in office systems or other post high school education preferred.
    • Associate's Degree or higher level education preferred, but not required.

    SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

    Technical skills required:
    • Knowledge of practice operations and standards.
    • Understanding of procedures including filing, copying, scanning, printing, and faxing.
    • Highly proficient in all communication skills (phone, verbal and written). Ability to handle sensitive information and situations with poise and professionalism.

    Organization Skills:
    • Strong organizational, coordination and judgment skills. Ability to prioritize effectively. Ability to manage multiple tasks effectively, following established protocols, and work within systems.

    System Skills:
    • Advanced computer skills. Ability to use all applicable applications at highest competency level.
    • Ability to problem solves and troubleshoots. Ability to analyze a situation and determine best course of action within established guidelines.
    • Advanced understanding and use of medical terminology.
    • Advanced comprehension of billing and fiscal information.
    • Knowledgeable and compliant with all hospital, State and Federal requirements (where applicable to job performance), including policy and procedures with The Joint Commission and HIPAA.

    EEO Statement
    Brigham and Women's Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, ancestry, age, veteran status, disability unrelated to job requirements, genetic information, military service, or other protected status.

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