Operating Room Welcome Navigator - Mainland Campus - Full Time

AtlantiCare•Galloway Township, NJ

11d•Onsite

About The Position

The Operating Room and Procedural Area Welcome Navigator serves as the primary liaison between patients, families, and the perioperative care team. This role focuses on enhancing the patient and family experience by providing consistent communication, assisting with navigation through the surgical process, maintaining a welcoming environment, and ensuring families receive timely updates throughout the day. The Welcome Navigator rounds on patients and families in preoperative and waiting areas, supports communication between clinical staff and family members, and helps maintain a clean, organized, and calming environment for those awaiting procedures.

Requirements

High School degree or equivalent required; ability to read, speak, and write English fluently.
Driver's license required.
Six to nine months patient care experience or formal education from an accredited school required
Knowledge of medical terminology
Interpersonal skills to effectively communicate and collaborate with other team members
Ability to be flexible, set priorities, solve problems, and use proper judgment in difficult situations.
Ability to interact compassionately with patients and families during stressful situations.
Excellent organizational and multitasking abilities.
Ability to maintain confidentiality and adhere to HIPAA guidelines.
Customer service and patient experience excellence
Effective communication and relationship building
Problem-solving and situational awareness
Professionalism and empathy in high-stress environments
Ability to coordinate across multidisciplinary teams

Nice To Haves

Bilingual preferred.
Experience in healthcare, hospitality, or patient services preferred.
Proficiency in Clinical Applications preferred at time of hire

Responsibilities

Greet patients and families upon arrival to the perioperative and procedural areas.
Provide guidance on the surgical process, expected timelines, and waiting room procedures.
Round regularly on patients and families to ensure comfort and address questions or concerns. Escalate any questions or concerns to the clinical team.
Assist patients and families in navigating the perioperative environment.
Manages incoming phone calls and routes them to the appropriate department or personnel, reducing the communication burden on clinical staff and minimizing interruptions to patient care.
Serve as a communication liaison between the operating room/procedural team and family members.
Provide timely updates to families regarding procedure status when appropriate and approved by the clinical team.
Coordinate with nursing staff to ensure accurate and consistent information is shared.
Facilitate communication between families and care teams as needed.
Maintain a welcoming, calm, and organized waiting room environment.
Ensure waiting areas remain clean, orderly, and stocked with necessary supplies and informational materials.
Monitor patient and family needs within the waiting room and escalate concerns appropriately.
Ensure that the tracking board is working correctly throughout the day and that all families have their tracking numbers for updates.
Conduct regular rounds in preoperative and waiting areas to assess patient and family needs.
Assist with non-clinical requests and provide reassurance during the perioperative experience.
Identify opportunities to improve patient comfort and escalate concerns to the care team.
Support initiatives that improve patient and family experience in surgical and procedural services.
Demonstrate compassionate, professional interactions with patients, families, and staff.
Provide feedback to leadership regarding opportunities for service improvement.