Peer Patient Navigator (Grant Funded)

Integrative Emergency Services, LLC (“IES”) is looking for a Peer Patient Navigator to serve as a liaison between patients, family members, visitors and clinical staff to identify concerns and facilitate communication with the patient care team to improve patient satisfaction associated with specific grants awarded to our clinical partner(s). This position will provide system access information and hospitality to create an environment that can reduce patients’ emotional stress and anxiety. Candidates should be peer certified with lived experience working with patients with substance abuse, and should have familiarity with focus populations’ cultures and languages. Specifically, this project will be assigned to SAMHSA (Substance Abuse and Mental Health Services Administration) ED-ALT Grant TI-23-010 from Beta to Alpha.

IES is dedicated to cultivating best practices in emergency care, providing comprehensive acute care services, creating value, and supporting patients, employees, clients, providers, and physicians in pursuit of the highest quality health care.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following.  Others may be assigned.

• Listen to patients’ and families’ feedback about level of care and/or facility conditions; determine appropriate health care team member or department, communicate concerns, and facilitate resolution. Provide timely feedback to patients.
• Communicate with patients, families and other visitors regarding policies, protocols, rights and responsibilities; coach staff and providers on communication styles and cultural perspectives for best patient interaction.
• Promote and make recommendations for process changes to improve overall patient and family experience in IES system of care and partners.
• Implement educational programs that support patient and family centered care principles.
• Maintain professional relationships with community organizations to promote and inform the public about the Office of the Patient and Family Experience and the services provided.
• Provide intensive case coordination services for clients.
• Assist each patient in developing a network of contacts with family, friends and providers that will commit to actively be involved in the patient’s life.
• Connect patients with service providers.
• Assist patients in utilizing service providers by transporting Patients to appointments, role-playing, problem solving and being a source of encouragement and inspiration.

QUALIFICATIONS

Knowledge, Skills, Abilities:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of office procedures, technology and equipment required to perform all manner of clerical/administrative work. Must be competent in MS Office Professional Suite to include Word, Power Point.
• Knowledge of the skills necessary to provide care of service appropriate to the age of the patients served on assigned unit.
• Skill in working calmly and compassionately with patients, families, staff, providers and visitors who may be emotionally distraught, angry or upset.
• Ability to exhibit consistent professional attitude required to serve as role model.
• Ability to concentrate amidst distraction.
• Ability to organize and manage time effectively, working independently to prioritize, implement, and complete projects with minimal supervision
• Ability to maintain a professional demeanor to both internal and external customers and to promote good interpersonal relationships.
• Excellent analytical, organizational, and verbal/written communication skills
• Detail orientation
• Ability to manage multiple priorities
• Strong customer service orientation
• Ability to use discretion appropriately and maintain confidentiality
• Ability to read, write and speak English proficiently

Education / Experience:  Include minimum education, technical training, and/or experience preferred to perform the job.

Required:

• High School Diploma, GED or equivalent.
• Minimum 3 years of experience in a customer service environment
• Completed certification for Peer Support Specialist though Texas Health and Human Services, Texas Certification Board of Addiction Professionals or equivalent

Preferred:

• Bachelor’s Degree Psychology, Sociology, or related field of study.
• Prior experience with community public service.   
• Bilingual (Spanish, English)
• Knowledge of medical terminology.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Specific vision requirements include the ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus
• While performing the duties of this job, the employee is regularly required to talk and hear
• Frequently required to stand, walk, sit, use hands to feel, and reach with hands and arms, Includes ability to walk through hospital-based departments across broad campus settings, including Emergency Department environments
• Possess the ability to fulfill any office activities normally expected in an office setting, to include, but not limited to:  remaining seated for periods of time to perform computer based work, participating in filing activity, lifting and carrying office supplies (paper reams, mail, etc.)
• Occasionally lift and/or move up to 20-25 pounds 
• Fine hand manipulation (keyboarding)

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office environment
• May visit hospital locations and vendors
• The noise level in the work environment is usually low

TRAVEL

• Work will primarily be done at or near Baylor All Saints Medical Center in Fort Worth (76104)
• Future travel to Irving and Grapevine locations may also be required
• Travel local to home site is required to properly support patients. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The company is committed to creating a diverse, inclusive, and equitable environment and is proud to be an equal opportunity employer. Qualified applicants of any age, race, religion, nationality, sexual orientation, gender identity or expression, disability, or veteran status will receive equal consideration for positions. We welcome people of diverse backgrounds, experiences, and abilities and believe that the unique experiences of our team drive our success.

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