Case Manager: Patient Administrative Navigator

SUMMARY:

The Patient Administrative Navigator exists to provide to patients and their families a central person who can put them in contact with the services they require at any point in the cancer experience, from diagnosis, through to treatment and after care. This provision of service will improve patient satisfaction with the health care system associated with the cancer experience. There will be a reduction in the anxiety and frustrations currently experienced. Health care providers will also benefit from the coordination of services and information provided by the Navigator. The Patient Navigator will bring about more efficient and cost effective use of health care resources.

JICC’s patient administrative navigator’s primary function is guiding patients through the health care system by assisting them with access issues, developing relationships with service providers, conducting internal and external outreach, helping streamline practices and tracking interventions and outcomes.

The patient administrative navigator assumes responsibility and accountability for the management of resources through interdisciplinary collaboration to achieve optimal patient outcomes for oncology patients. The patient administrative navigator coordinates research data, primary care and JICC health system resources into a seamless model of access and care benefiting patients, participating doctors, and family members.

This position will serve as the link between the patients, primary care doctors, support network members, health system providers and the wider Healthcare Community in order to increase the utilization of available health promotion programs and maximize the use of existing health services as deemed appropriate.

Assists and guides patients through treatment services to ensure that patients are able to access and keep medical appointments, participate in recommended care plans, and receive appropriate health information about their diagnosis and treatment plan.

Essential Tasks:

• Provide an explanation of the cancer care system to patients and their families
• Assesses the needs of clients and families to enable the most appropriate provision of services in a timely and cost effective manner
• Enable patients to be part of the treatment process to the degree they desire
• Provide a smoother journey for the patient and their family through the cancer system by facilitating the coordination of services
• Improve communication between health professionals to ensure efficient and cost effective delivery of services and resources

• Guide patients through the health care system and help patients arrive at scheduled appointments on time and prepared.
• Facilitate interaction and communication with health care staff and providers.
• Provide education to patients and groups.
• Refer patients to hospital financial department, if necessary.
• Help arrange patient transportation as needed.
• Offer patient-education materials in key languages – English and Chinese
• Identify and develop relationships with personnel in departments involved in the care of patients
• Make sure education materials are distributed in the clinic and other appropriate cancer screening and treatment clinics.
• Track interventions and outcomes.

Knowledge and Skills:

• Provide services that is patient-centric
• Knowledge of different type of cancers, procedures and treatments specific to service
• Develop an effective working relationship with patient/family to engage, collaborate, advocate and problem solve in order to enhance their functioning
• Demonstrate competency in age specific behaviors, cultural issues and the impact of illness on patients/ families. Provide information, consultation and professional support to interdisciplinary team members
• Maintain patient/family confidentiality

Teamwork and Collaboration:

• Support cancer center mission and vision
• Adhere to the profession’s clinical standards and Code of Ethics
• Adhere to the Cancer center and Hospital standards, policies and procedures
• Promote Cancer center and Hospital public relations
• Adhere to Cancer center and Hospital quality/safety standards
• Ability to navigate systems with patients/families. Share knowledge of community agencies and resources. Demonstrate initiative and leadership in developing services which respond to patient care needs. Documentation of patient encounter according to hospital policies and procedures

Required Qualifications and Experiences:

• University graduate, Nursing or Social Worker background preferred
• Bilingual in Chinese and English
• Strong assessment skills
• Excellent organizational skills
• Demonstrate ability to communicate effectively orally and in writing
• Strong interpersonal skills enabling effective collaboration
• Demonstrate ability to understand the role of patient administrative navigator in a health care setting and to work independently in a complex, fast-paced environment

上班地址：桂平路689号