Patient Experience Navigator- Float (Per Diem)

Virtua Memorial Hospital•Pennsauken, NJ

1d•Hybrid

About The Position

The Patient Experience Navigator (PEN) serves as a resource within the acute care setting for patients and families to ensure a positive, supportive, and seamless hospital experience. PENs provide outpatient coordination services, assisting with care continuation, and non-clinical patient care.

Requirements

2-3-years’ experience in a healthcare setting, customer service, or concierge.
High School required
Health care experience including medical terminology and managed care strongly preferred.

Nice To Haves

Associate’s degree preferred

Responsibilities

Meet with the patient (and caregiver/family) prior to discharge to coordinate scheduling of all necessary outpatient appointments (e.g., primary care, specialty follow-up, diagnostics, home health, rehab) to occur within the optimal timeframe.
Identify potential barriers (transportation, financial, social support, language/literacy) to successful post-discharge care.
Document patient education and identify required post-discharge services/resources.
Ensure that the scheduling aligns with physician recommendations, availability, patient preferences, and insurance networks.
Provide comfort items such as food, beverages, and blankets to patients.
Educate patients and families about their care plan, the outpatient follow-up, roles of different providers, and how to self-manage aspects of their care.
Solicit feedback from patients about their discharge and transition experience; collaborate with the call-center or patient experience teams to identify improvement areas.
Responsible for outreach efforts to establish and maintain positive working relationships with colleagues (physicians, office staff, nurses, etc.)
Conduct purposeful rounds to connect with patients, identify needs, and resolve concerns in real time.
Collaborate with clinical and non-clinical teams to ensure a smooth and supportive patient journey.
Guide patients and families through MyChart enrollment and usage.
Assist with username/password resets and other basic technical troubleshooting.
Understanding of all technologies used such as Epic, CRM, Patient Lists, Flowsheets, AVS documentation, Secure Chat, Calabrio, Cisco phone system, etc.