Patient Affairs Navigator Scottsdale Cancer Center

Banner Health•Scottsdale, AZ

About The Position

The Patient Affairs Navigator at Banner MD Anderson Cancer Center in Scottsdale serves as a liaison between patients, staff, and leadership, coordinating a high-touch, efficient experience for special interest patients, including Banner workforce members, public figures, and others identified by leadership. The role manages patient needs from intake through follow-up, helping coordinate scheduling, transportation, lodging, clinic visits, diagnostic testing, and inpatient services. It responds to patient or staff concerns, minimizes duplicated efforts, and uses discretion, tact, and independent judgment to support a positive patient experience. The navigator communicates with leadership and other internal stakeholders, reports on referrals and schedules, and records and trends service issues to help improve delivery. The position may also inform, educate, and train staff or volunteers about the needs of this patient population. It requires confidentiality, sensitivity, polished customer service, and collaboration with people ranging from executive staff to patients, family members, providers, payers, and the community. The position is based at the new Scottsdale facility, anticipated to open in early 2027. The selected candidate will start before the opening and train at Banner University Cancer Center. Flexibility to support the Phoenix Cancer Center when needed for high-profile patient situations is part of the role. The schedule is Monday through Friday, with hours between 7:00 a.m. and 4:30 p.m.

Requirements

Associate’s degree in a relevant field, or the customer-service knowledge normally obtained through its completion.
A minimum of five years of related experience demonstrating customer-service principles and practices in a medical environment.
Excellent oral, written, and interpersonal communication skills for assisting and interacting with diverse individuals.
Excellent working knowledge of personal software packages.
Ability to organize, prioritize, and multitask in a fast-paced environment.
Excellent written-language skills for composing presentations, policies, procedures, and other communications.
Problem-solving skills to facilitate communication between patients and the hospital.
Ability to maintain composure and a professional demeanor during difficult and stressful situations.

Nice To Haves

Bachelor’s degree.
Previous acute-care hospital or ambulatory experience.
Additional related education and/or experience.

Responsibilities

Respond to referrals of new patients identified as special interest patients and exercise independent judgment in managing intake.
Assist patients with transportation, lodging, scheduling, and coordination of clinic visits, diagnostic testing, and inpatient services.
Coordinate an efficient patient experience, avoid duplicated efforts, and respond to problems or concerns raised by patients or staff.
Manage the patient experience with discretion and tact, influencing team members and leading processes as needed.
Communicate with leadership and other internal stakeholders about patients and needs for attention; provide referral status reports and coordinate schedules as appropriate.
Receive, record, report, and trend service-delivery issues, collaborating with department leadership to improve services.
Inform, educate, and train staff and/or volunteers about the needs of this patient population.
Maintain confidentiality and sensitivity in all interactions.
Represent Banner through collaborative professional relationships and excellent customer service.
Make independent decisions within established parameters to ensure a positive patient experience.
Provide support at the Phoenix Cancer Center when needed for high-profile patient situations.