Patient Experience Navigator - Camden (Full Time)

Patient Experience Navigator (PEN)

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.

Position Responsibilities:

• Care Coordination Support:
• 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.
• Patient Experience & Advocacy:
• 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.)
• Patient Experience Rounds:
• 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.
• MyChart Support:
• 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.

Position Qualifications Required :

Required Experience:

2-3-years' experience in a healthcare setting, customer service, or concierge.

Required Education:

High School required; Associate's degree preferred

Training / Certification / Licensure:

Health care experience including medical terminology and managed care strongly preferred.