Healthcare Navigator (non-RN) - Care Connections

University Health

4d•Onsite

About The Position

Join a team that is passionate about creating exceptional patient experiences and helping people feel supported every step of the way. As a Care Connection Healthcare Navigator, you will play an important role in connecting patients to the care and services they need while building strong relationships across the healthcare system. This customer service focused role is perfect for someone who enjoys helping others, solving problems, and making a positive impact every day. The Care Connection Navigator coordinates healthcare services through collaboration with clinical and non clinical teams to support the best possible patient outcomes. The primary focus of this role is engaging new patients into primary care within the organization and creating a welcoming, seamless experience from the very first interaction. You will help patients navigate appointments, understand billing information, access available services, and overcome barriers to care while serving as a trusted point of contact throughout their healthcare journey. This role also works closely with physicians, support staff, and departments across the organization to improve access to care, support patient satisfaction, and grow patient relationships through outstanding service and communication.

Requirements

Bachelor’s degree or equivalent combination of education and relevant work experience required
Excellent verbal and written communication skills
Ability to develop and maintain strong knowledge of organizational and community healthcare resources and services
Ability to remain calm, professional, and solution focused in a fast paced and high stress environment
Strong customer service, critical thinking, and problem solving skills
Demonstrated ability to manage patient concerns with tact, professionalism, and confidentiality
Excellent interpersonal skills with the ability to work effectively with diverse cultural, socioeconomic, and professional populations
Demonstrated experience proactively engaging with patients, clients, and guests
Self motivated team player with the ability to work independently
Expert ability to navigate scheduling software and interpret billing information
Ability to use Excel worksheets or other databases to document referrals, track contacts, and create reports
Professional appearance and ability to represent the organization and University Health in a positive and patient focused manner

Responsibilities

Serve as the primary point of contact for referred patients throughout their care experience
Reach out to new and non established primary care patients to facilitate access to healthcare services
Answer incoming calls, identify patient needs, schedule physician appointments, and coordinate services
Ensure insurance verification, pre certification, and authorization requirements are completed and documented
Communicate organizational policies, procedures, and appointment reminders to patients
Act as a non clinical liaison, concierge, and navigator by providing timely and accurate information about available services
Document patient interactions and services within the electronic medical record
Track and manage data related to patient navigation outcomes and service quality improvement initiatives
Generate reports related to patient navigation performance as requested
Support registration and scheduling activities based on department needs and priorities
Build strong relationships with patients, providers, physicians, and hospital staff with a focus on quality care and customer service
Provide patient education, outreach, and support including promoting and assisting with access to myUHealth
Collaborate with clinical and non clinical teams to identify and remove barriers to care
Promote preventative care, wellness services, and personalized access to healthcare resources
Proactively assist patients with future appointment scheduling to enhance continuity of care
Support a culture of compassionate, patient centered, and coordinated care
Adapt to changing priorities, support process improvements, and contribute positively to team success
Promote quality improvement, patient safety, staff safety, and cultural diversity through daily work practices
Provide service that is appropriate for each patient’s age, physical needs, psychosocial needs, educational needs, and safety needs
Maintain a professional, courteous, and helpful demeanor with patients, visitors, staff, and medical personnel
Remain current on applicable regulations, compliance standards, policies, and training requirements