Patient Service Navigator/40 Hours/Days/Division of Trauma, Burn, Surgical Critical Care and Emergency General Surgery
Brigham & Women's Hospital
 Boston, MA

Working under the supervision of the Administrative Director for Trauma, Burn, and Surgical Critical Care and the Trauma Program Manager, the Patient Service Navigator enables the coordination of multidisciplinary follow up care for trauma and emergency general surgery patients. This individual serves as the liaison among specialty services and works closely with Trauma, Emergency General Surgery, Plastic Surgery, Orthopedics, Neurosurgery, and other services as needed to create an efficient and patient-centered system for scheduling multidisciplinary follow up clinic appointments and providing necessary loop closure with consulting services.

Reports directly to the Administrative Director for Trauma, Burn and Surgical Critical Care and the Trauma Program Manager. Interacts extensively with Brigham and Women's Hospital providers and staff.

  1. Assists trauma and emergency general surgery patients with scheduling multidisciplinary follow up clinic appointments, preferably before they are discharged from the hospital. Coordinates with multidisciplinary services to help patients navigate the system and schedule these appointments.
  2. Works closely with hospital care coordination and social work to identify and resolve potential social or financial challenges for patients needing follow up care.
  3. Follows up with patients’ primary care physicians or referring providers via letter about their recent hospital encounter, highlighting any new diagnoses and incidental findings.
  4. Periodically visits with trauma and emergency general surgery patients on the inpatient unit to ensure they are receiving the attention they need and expect.
  5. Alerts program leadership to patient service issues and any areas in need of improvement. Contributes to the continuous performance improvement of the trauma and emergency general surgery programs. Provides relevant updates at the monthly Trauma Performance Improvement and Patient Safety (PIPS) committee meetings.
  6. Assists with any other trauma-related project or initiative as needed, at the discretion of the Trauma Program Manager.
  1. Bachelor’s degree required.
  2. A minimum of 2-4 years experience in a healthcare environment. Experience in social work, public health, or patient care coordination preferred.
  3. Ease in interacting with patients, many of whom have complex injuries and multiple comorbidities, including social challenges.
  4. Exceptional judgment and discretion in interacting with physicians and staff on sensitive political and confidential issues.
  5. Knowledge of current issues in the healthcare environment preferred.
  6. Familiarity with information systems preferred.

Skills:

  1. Requires ability to work effectively with physician, nursing, secretarial and ancillary staff.
  2. Strong communications and organizational skills.
  3. Ability to study issues systematically and generate innovative solutions to complex problems.
  4. Ability to focus detailed, concentrated effort to multiple tasks and re-establish priorities as necessary.
  5. Ability to effectively respond to time sensitive issues.
  6. Demonstrated ability to manage a busy office environment within the context of a large medical center and healthcare delivery system.
  7. A high degree of social facility in obtaining cooperation and support from a broad range of people.
  8. Initiative and ability to work independently within the scope of the job description.
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