Patient Navigator

Under the supervision of the Director of Supportive Services, the Patient Navigator performs a variety of tasks to assist Pathways Center patients in maintaining relationships with their Pathways' providers and other services at SBH.


1. Promotes a safe, cooperative and professional health care environment to ensure optimum patient care (as per HR Policy 113c)
2. Adheres to all hospital policies, procedures, rules and regulations, including but not limited to absenteeism, ETIME, cellular telephone usage, dress code, and rules of conduct.
3. Makes Customer Service a priority, treating customers (patients, visitors, and coworkers) in a professional manner exercising courtesy and tact. Effectively communicates with patients and others about SBH services in their area(s) of expertise or responsibility and ensures that concerns, questions or issues reach the right person(s) in SBH in a timely fashion.
4. Demonstrate the standards of performance and behaviors consistent with the DRIVE to Patient-Centered Excellence.
5. Conducts outreach to encourage patient engagement in care and to help close relevant care gaps in a timely manner in the HIV primary care, HIV prevention, and Infectious Disease programs.
6. Consults and collaborates with providers, case managers, social workers and others to ensure patient access to appointments, as well as needed medication, equipment and services
7. Assists patients to transition smoothly between locations of care, particularly after an ED visit or inpatient admission.
8. Prior to appointments, ensures patients have required elements in place for an effective visit with their provider, including referral, prior authorization, etc., as relevant.
9. Provides appointment reminders for Pathways services, and follows up on missed appointments
10. Links newly diagnosed HIV positive individuals to HIV primary care by referral or escort to the Pathways clinic. Patients are engaged through ambulatory care, the emergency department, and/or the inpatient units.
11. Connects patients with appropriate SBH resources including Health & Wellness, Population Health, Health Home, care management, other special programs, and community resources.
12. Accurately document all service related activities in the Center's electronic health record.
13. Participate in program and/or departmental quality improvement activities as requested.
14. Perform any tasks assigned by the Program Director related to departmental activities as requested.
15. Attend scheduled department and division meetings and participate as appropriate.

Education Required - High School Diploma or Equivalent


Licensure Required - None


Language - Bilingual English/Spanish preferred

Experience/Skills Required

• Three years of experience in relevant care coordination services, which can include Medical Assistant experience
• Excellent communication skills, verbal and written
• Ability to interact with a variety of medical providers and allied health staff
• Working knowledge of physical health
• Proficiency in electronic data collection systems