Assistant Manager - Patient Experience Navigator (1.0 FTE, Days)

Category: Patient Services
Job Type: Full-Time
Shift: Days
Req: 19692
FTE: 1

Patient Services

1.0 FTE, 8 Hour Day Shift

At Stanford Children’s Health, 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 Summary

This paragraph summarizes the general nature, level and purpose of the job.

The Asst Manager-Patient Experience Navigator is responsible for managing all aspects of Patient Navigation Services at the hospital as well as managing patient and family feedback in the Office of Patient Experience. This includes providing problem solutions and resolutions, mediation, and assurance of quality standards to patients, families, and visitors. The asst manager evaluates and assigns Navigators to serve as support patients, families, visitors and/or community members. This position coordinates the patient's care throughout the continuum of services by identifying and accessing appropriate resources. Assists in the management of staff that provide education, information, and emotional support during the difficult decision-making period and throughout the treatment process. Manages a team of Navigators that serve as patient and family support before, during, and after a visit. This position is a key ambassadorship role and works with colleagues throughout Stanford Medicine, affiliated foundations, and Stanford University to manage referrals and ongoing care of patients, families, and community members. Assists in the development and maintenance of the budget. Provides overall direction to identify issues, monitor performance, and assists in problem resolution. Directs identification, investigation, follow up and mutually satisfactory resolution of quality and customer service issues. Collaborates with Risk, Quality Department, Process Improvement Department, as well as Medical Staff, Nursing, and all other clinical, technical, and ancillary staffs to plan, improve, and change systems in response to needs and concerns of clients.

Essential Functions

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.

  • 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 compliance with hospital policies, as well as local, state and federal mandates and accrediting agencies.

  • Collaborates with other hospital departments in ensuring Joint Commission standards for reporting and posting patient rights are met.

  • Works closely with Risk Management to implement any new directives by federal organizations. Investigates and documents patient and family issues.

  • Provides timely written or verbal response to every case.

  • Ensures regular communication with the patient during the investigation and formulation of written or verbal response, when appropriate, and in line with our policy.

  • Captures positive feedback from patients and families and helps incorporate 'what we do right' into systemic approaches to delivering care.

  • Manages oversight of follow up and resolution of identified problem areas/units in collaboration with the patient experience analyst.

  • Responsible for working with colleagues at Stanford Medicine, affiliated foundations and at Stanford University to manage referrals, requests, or concerns.

  • Works with community physicians, foundation, and high-profile patients' requests, as assigned.

  • Manages and leads improvement projects.

  • Monitors department efficiency and implements methods to establish program accountability and measure success.

  • Analyzes departmental operations and identifies improvements; monitors and measures the trends in an operational or functional area.

  • Assists in compiling and analyzing key performance indicators for the department in relations to comparable organizations and annual targets.

  • Assists in developing and monitoring budgets and resource allocations.

  • Acts as a resource and mentor for staff on departmental issues, documentation, team problem solving and appropriate customer service behavior.

  • Participates in development, implementation and maintenance of policies, objectives, short-and long-range planning; develops and implements projects and programs to assist in accomplishment of established goals.

  • Collaborates with physicians and other health care providers in establishing, implementing, and maintaining patient care and quality service standards to meet members and internal clients' expectations.

  • Designs and evaluates processes to improve systems and patient care results across the continuum of care. Develops navigation and training materials and collateral documentation.

  • Performs supervisory functions by interviewing, selecting, and providing training for new staff; by approving or disapproving recommendations from subordinate staff on personnel actions; by evaluating subordinates' performance; by hearing and resolving employee grievances; and by determining the need for and initiating disciplinary action in order to ensure adequate and competent staffing for the program, division or institution.

  • Provide training and oversight for departmental volunteers and volunteer program, as assigned.

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelor's degree in a work-related field/discipline from an accredited college or university.

Experience: Five (5) years of progressively responsible and directly related work experience.

License/Certification: None required.

Knowledge, Skills, & Abilities

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification. 

  • Ability to provide leadership and influence others.

  • Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and gain their cooperation.

  • Ability to handle potentially sensitive situations by applying consultative skills in working with internal and external constituent groups.

  • Ability to maintain confidentiality of sensitive information.

  • Ability to resolve conflicts and/or negotiate with others to achieve positive results; establish and maintain effective interpersonal relationships.

  • Ability to understand large gift solicitations and to demonstrate sensitivity to the motivations of those who make them.

  • Ability to utilize project management tools.

  • Ability to analyze and use data for operational and experience improvement.

  • Ability to be diplomatic and highly organized and to display a highly professional demeanor.

  • Ability to communicate effectively, both orally and in writing.

  • Knowledge of academic institutions and academic medical centers and how they work.

  • Knowledge of all clinical and academic disciplines pertaining to the operation of a complex medical center.

  • Knowledge of computer systems and software used in functional area.

  • Knowledge of data collection, compilation, and analytical techniques.

  • Knowledge of Medical Terminology and health care industry.

  • Knowledge of local, state and federal regulatory requirement related to the functional area.

  • Knowledge of principles and practices of organization, administration, fiscal and personnel management.


 Physical Requirements and Working Conditions 


The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. 

Pay Range

Compensation is based on the level and requirements of the role.

Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data.

Typically, new team members join at the minimum to mid salary range.

Minimum to Midpoint Range (1.0 FTE): $109,532.80 to $145,236.00

Equal Opportunity Employer

Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance.
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