Patient Navigator

Job Title: Patient Navigator Location: CMC Support Department Name: Patient Satisfaction Req #: 0000227076 Status: Salaried Shift: Day Pay Range: $69,654.00 - $98,387.00 per year Pay Transparency: The above reflects the anticipated annual salary range for this position if hired to work in New Jersey. The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience. Job Overview The Patient Experience Navigator supports the delivery of services that promote a positive experience for patients and guests. The Patient Experience Navigator collaborates with multidisciplinary teams to obtain feedback from patients and guests, proactively manage patient needs, and support the response to concerns. Qualifications Required: Bachelors Degree required Exceptional customer service, phone etiquette, and communication skills required, great listener Ability to maintain confidentiality regarding sensitive information Must have good judgement, sensitivity, flexibility, and empathy Must be able to multitask, coordinating more than one event at a time Excellent ability to build and sustain professional and interpersonal relationships Ability to effectively communicate with patients, family members, co-workers, clinical and non-clinical staff, promoting a consistent customer service focus with positive approaches Analytical thinking and problem solving Complaint management Ability to resolve conflict and de-escalate situations Proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job Ability to adequately and accurately document and maintain files Ability to adapt to new initiatives and changes within the department and healthcare organization; willingness to work as a team player and contribute to departmental and organizational projects, initiatives, and ideas with primary focus on process/workflow improvements Exceptional organizational skills, ability to multitask and work independently, as a self-starter, with minimal supervision Ability to work in a fast-paced environment Preferred: General knowledge of HCAHPS preferred Minimum of 2 years of customer service, or 2 years of experience working in an acute care setting Proficiency in Power Point, Microsoft Office, and Excel preferred Certifications and Licenses Required Certified Patient Experience Professional (CPXP) required, or required within 3 years of hiring date Schedule Requirements 2:30pm-11pm Monday-Friday rotating weekends Essential Functions Serve as a central resource for information concerning patients rights and responsibilities, and ethical issues. Facilitate investigations and resolve patient grievances concerning the quality of care and service through a formal grievance mechanism. Partner with internal and external stakeholders to resolve complaints and grievances; lead efforts to collect, analyze and evaluate patient concerns. Demonstrate a comprehensive understanding of the organization’s mission, policies, procedures, and services to respond to patient questions or concerns. Ensure compliance with all regulatory regulations and standards. Respond to potentially serious incidents and reduce possible litigation. Act as a consultative advisor to department and unit leaders regarding best practices that affect patient needs and rights. Refer patients/families to appropriate services and resources. Lead the inclusion of the patient/family experience. Contribute to decision‑making processes across the organization regarding patient experience. Complete daily rounds on inpatients to ensure expected essential behaviors are demonstrated and essential duties are being performed as it pertains to best practices affecting patient experience, safety outcomes, and HCAHPS performance. Facilitate patient and family meetings. Serve as a subject matter expert in Service Recovery. Assist with promoting language access services utilization. Attend unit‑specific Patient Experience meetings to share performance data, educate staff, and enhance engagement and understanding of patient expectations. Participate in the Patient and Family Advisory Council to collaborate with leadership and staff on organizational policies and practices. Determine priorities and organize work and time to meet them. Other Duties Job duties may change at any time with or without notice. Benefits and Perks At RWJBarnabas Health, our market‑competitive Total Rewards package provides comprehensive benefits and resources to support employees’ physical, emotional, social, and financial health. Paid Time Off (PTO) Medical and Prescription Drug Insurance Dental and Vision Insurance Retirement Plans Short & Long Term Disability Life & Accidental Death Insurance Tuition Reimbursement Health Care/Dependent Care Flexible Spending Accounts Wellness Programs Voluntary Benefits (e.g., Pet Insurance) Discounts through partners such as NJ Devils, NJ PAC, Verizon, and more! Equal Opportunity Employer #J-18808-Ljbffr Community Medical Center