Patient Navigator (Ashford Oaks Concierge Medicine)

Patient Care Navigator

The Patient Care Navigator applies healthcare expertise to guide patients and families through the healthcare continuum, ensuring safe and seamless care transitions. Helps establish and sustain trusting, supportive relationships with patients and caregivers while providing education, encouragement, and access to healthcare and community resources. The Navigator partners closely with physicians, nurses, and interdisciplinary teams to coordinate referrals, schedule and confirm appointments, and facilitate communication across the care team. Addresses barriers to care and connects patients with clinical and social support services, while encouraging patient engagement, continuity of care, and improved health outcomes.

Responsibilities

• Provide comprehensive supportive care services to patients, including coordination of community resources, transportation, lodging, and other assistance to address barriers to care.
• Establish, maintain, and document all patient interactions in the Electronic Health Record (EHR) and ensure timely resolution of referrals within designated work queues.
• Coordinate courier services, transportation, and lodging arrangements in real time, ensuring accuracy, efficiency, and cost-effectiveness.
• Serve as a key liaison for internal and external patient-related correspondence, facilitating effective communication between patients, caregivers, healthcare providers, and community agencies.
• Ensure seamless care transitions from referral initiation to follow-up, providing patient advocacy, problem-solving, and appropriate escalation of concerns to support timely access to care.
• Collaborate with physicians, nurses, and allied health professionals to ensure referrals are appropriately assigned and managed in accordance with established standards and protocols.
• Educate patients and families on available health and community resources, delivering information face-to-face or through educational materials, MyChart messages, and reminder calls.
• Participate in local community engagement activities, representing the organization with external partners and stakeholders.
• Manage reporting requirements related to grants and institutional funding, including the collection, tracking, and analysis of outcome data; prepare monthly and quarterly reports as defined by program and grant requirements.
• Submit and reconcile payments for contract expenditures in alignment with approved grant funds and institutional financial policies.
• Coordinate patient-supportive activities, maintain accurate records, and ensure compliance with organizational, regulatory, and grant-based standards.
• Perform other related duties as assigned to support patient navigation and organizational goals.

Qualifications

• Demonstrated ability to organize, prioritize, and manage multiple complex care pathways with accuracy, empathy, and attention to detail.
• Strong understanding of healthcare systems, clinical operations, and community resources to effectively guide patients across the continuum of care.
• Advanced customer service orientation with the interpersonal skills necessary to engage patients, caregivers, and healthcare providers in a compassionate, respectful, and professional manner.
• Strong written and verbal communication skills, with the ability to collaborate effectively with diverse clinical and non-clinical stakeholders.
• Working knowledge of insurance processes, prior authorizations, and coverage considerations to help patients navigate access to care.
• Proven ability to maintain strict confidentiality of patient information, medical records, and sensitive communications in compliance with HIPAA and organizational standards.
• High level of emotional intelligence, empathy, and cultural sensitivity, consistently applying a patient-centered approach to support individual needs.
• Strong team-building and relationship-management skills; fosters trust and collaboration to achieve shared goals.
• Proficiency in electronic health records (EHR) and Microsoft Office Suite; ability to adapt to new technologies and clinical information systems.
• Non-RN role.

Experience

• Three (3) years of healthcare experience, with responsibility in patient navigation related to patient supportive care. Knowledge of medical terminology and experience is preferred.

Skills

• High School degree or GED is required.