Manager - Patient Navigation Services

At Lucile Packard Children's Hospital Stanford, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you.

Join us on our mission to heal humanity, one child and family at a time.

Job : LP_

Responsible for the planning and oversight of the organization's Navigation Services, Friends and Family Program, Physician and Grievance Program, and Corporate Partner Navigation Agreements. Provides strategic development, management, planning and oversight of the organization's Navigation Services function. This position develops and implements strategic plans and initiatives for assigned areas to ensure delivery of service excellence, organizational wellness and drives improvement in safety, quality, and experience outcomes and is fully accountable for the results.

Responsible for the development and maintenance of the budget, policies and procedures for the Navigation Services function. Manages and provides overall direction to staff that provide education, information, and emotional support during the difficult decision-making period and throughout the treatment process. Manages multi functions and teams serving patient and family support before, during, and after a visit. This position serves as the key ambassador for the Navigation Services function and works with colleagues throughout Stanford Medicine, affiliated foundations, and Stanford University to manage referrals and ongoing care of patients, families, and community members.

Responsible for the oversight of the patient and family feedback systems and navigation, including but not limited to assisting the team in assessing and responding to clinical and non-clinical complaints and grievances.

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital's policies and procedures, including its Service Standards and its Code of Conduct.

• Oversees the day-to-day operations and management of Navigation Services, Friends and Family Program, Physician and Grievance Program, and Corporate Partner Navigation Agreements.
• In collaboration with Executive Director, the Manager determines goals and priorities with senior executives and key stakeholders and provides analysis and direction for programs related to patient experience.
• Builds collaborative relationships with management teams and leaders, aligning services and approach to patient care and programs where appropriate and serving as a subject matter expert in service excellence.
• Gathers, evaluates and uses data to monitor and look for improvement opportunities. Uses data to inform, engage and lead improvement efforts for organization.
• Provides clinical expertise and support for patient/family grievances that require clinical knowledge and/or review. Advises other leaders on grievance response based on clinical, regulatory, and service expertise. Assists in the process of assessment, response, and reporting of clinical grievances to the proper organizations and agencies.
• Provides direction on complex grievances that could have matrixed elements/needs including clinical information, psychosocial or socioemotional elements, regulatory requirements, and employee/physician engagement while respecting organizational wellness.
• Assists in the response and care planning for high touch families who require a higher level of sensitivity and may have unique needs.
• Manages the day-to-day activities of patient navigation department and directs the activities of all navigation services.
• Manages the problem resolution process for patients/families. Partners with department managers and staff to develop proactive problem resolution.
• This position oversees and ensures quality and regulatory management of the grievance process, as assigned.
• Sets policies, guidelines, and oversees service recovery programs for LPCHS.
• Implements, evaluates, and revises policies and procedures for Patient Rights and Problem Resolution in…