Patient Navigator, Breast Surgery - Main Campus

University Hospitals•Cleveland, OH

About The Position

The Patient Navigator, Breast Surgery role provides advanced non-clinical care coordination for patients navigating the surgical breast health journey. The navigator serves as a consistent point of contact from initial referral through consultation, diagnostic evaluation, surgical planning, procedure scheduling, and transition to postoperative or oncology services. Working with breast surgeons, advanced practice providers, nurses, schedulers, diagnostic imaging, pathology, oncology, primary care, and other multidisciplinary team members, the navigator helps patients access timely care and supports a coordinated patient experience. The position focuses on removing non-clinical barriers, coordinating appointments and services, communicating logistical information, reinforcing provider-directed education, and helping patients navigate the healthcare system. The navigator tracks patient progress, follows up on outstanding appointments and administrative requirements, and escalates clinical or urgent concerns to licensed clinical professionals. The role also supports referral management, surgical coordination, patient resource connections, accurate documentation, patient experience, and performance-improvement efforts for the Surgical Breast Health program. The position requires an associate degree in a related field or equivalent healthcare experience; a bachelor's degree is preferred. At least five years of healthcare or related experience is required. The role involves occasional standing and walking, constant sitting, occasional handling and grasping, frequent repetitive motions and eye/hand/foot coordination, and occasional travel for program events and activities. Lifting, carrying, pushing, pulling, and climbing up to 20 pounds are rare.

Requirements

Associate degree in healthcare administration, health services, social services, public health, communications, or a related field, or equivalent healthcare experience (required).
At least 5 years of experience in healthcare or a related position that prepares the candidate to perform the role (required).
Knowledge of healthcare operations.
Ability to use PCs, Microsoft Office, email, and general office equipment.
Strong written and verbal communication, client service, and relationship-building skills.
Detail-oriented and organized, with analytical and problem-solving ability.
Ability to function independently and as a team player in a fast-paced environment.
Professional demeanor; self-directed, industrious, and curious.
Ability to accept and appreciate feedback.
Ability to assess patient needs and develop comprehensive care plans.
Maintain confidentiality and comply with HIPAA and organizational policies.

Nice To Haves

Bachelor's degree in healthcare administration, health services, social services, public health, communications, or a related field.
At least 5 years of experience using clinical computer systems.
Patient navigation, oncology navigation, healthcare coordination, or related certification; preferred within 90 days.

Responsibilities

Serve as a primary non-clinical point of contact for patients referred to Surgical Breast Health and assist them through consultation, treatment, and follow-up.
Coordinate appointments across breast surgery, imaging, pathology, oncology, genetics, radiation oncology, plastic surgery, rehabilitation, and other services; help consolidate appointments and reduce delays.
Track patient progress through the care pathway, identify outstanding appointments, referrals, records, authorizations, or prerequisites, and follow up with departments to resolve non-clinical barriers.
Monitor patients who have not completed recommended scheduling or follow-up and conduct appropriate outreach; escalate clinical or urgent concerns to licensed clinical professionals.
Review referrals for administrative completeness, obtain outside medical records and imaging or pathology materials, communicate with referring offices, support referral prioritization under established protocols, and maintain referral work queues.
Provide compassionate, timely non-clinical information about appointments, locations, preparation, registration, transportation, and care-pathway steps; reinforce provider-directed education using approved materials.
Coordinate non-clinical components of surgical scheduling, preoperative appointments and testing, and communication among surgery, anesthesia, imaging, operating room, pathology, and other departments.
Facilitate multidisciplinary communication and referrals as directed by the clinical team, support program workflows and care transitions, and escalate coordination gaps.
Identify non-clinical access barriers and connect patients with appropriate internal or community resources, including transportation, interpreter services, financial assistance resources, and disability accommodations; escalate complex concerns to appropriate professionals.
Advocate for patients within the scope of a non-clinical navigation role, communicate pathway delays or changes, support service recovery, and report recurring patient-experience concerns.
Document navigation activities, contacts, referrals, barriers, outreach, and follow-up in the electronic medical record or designated systems; maintain accurate tracking and protect patient confidentiality.
Participate in access, patient-flow, care-coordination, and patient-experience improvement initiatives; identify operational barriers, support workflows and educational resources, and assist with monitoring program metrics.
Build effective working relationships with multidisciplinary team members and participate in huddles, operational meetings, and program meetings as appropriate.
Perform other duties as assigned and comply with organizational policies, standards, and Protected Health Information requirements.