Inpatient Care Navigator - Springfield, MA

GetWellNetwork, Inc.•Springfield, MA

1d•Onsite

About The Position

The Navigator will work in partnership with hospital teams, patient experience, clinical resources, and Get Well’s Sr. Client Success Director to support adoption and utilization of the Get Well Inpatient Solution by patients and families during their hospital stay. The individual in this role has a servant's heart and is passionate about helping people wherever they see a need.

Requirements

High School Diploma required
Excellent time-management, problem-solving, and multi-tasking skills
Excellent communication skills, with a strong emphasis on listening and empathy
Ability to navigate difficult and sensitive patient conversations
Tech savvy. Proficiency with web-based applications and general comfort in learning new tools and technology. Tools used: Apple laptops, Google Workspace, Zoom, Get Well Rounds+, etc.
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations

Nice To Haves

Previous experience working in a hospital or clinical setting preferred
Previous experience in customer service is highly preferred
Multi-lingual: Spanish speaking preferred but not required

Responsibilities

Work closely with clinical and non-clinical staff to build out or maintain a workflow for effectively integrating the Get Well Inpatient Solution into the admission process
Provide consistent encouragement and training on the Get Well Inpatient Solution for patients and families while offering coaching and guidance for staff to support clinical adoption
Consistently execute high-quality service to patients during their hospital stay while introducing the Get Well Inpatient Solution and educating patients on its purpose and features
Serve as a guide for all questions and basic troubleshooting – quickly answering non-clinical inquiries and directing patients to the right resources within the Get Well Solution and hospital community
Maintain positive working relationship with patients, care team members, and patient family members
Partner with Get Well’s internal teams to build our knowledge-base & service offering while supporting patients