The Patient Navigator at Vail Health is a non-clinical resource and liaison for patients and their families. Under general supervision, provides support to oncology patients and their caregivers to help them through their cancer experience. Supports work of social worker and nurse navigator with non-clinical patient interactions with the goal to reduce barriers to care and to increase patient satisfaction. Collaborates with department leadership to meet patient expectations, achieve quality outcomes and build a patient-focused culture.

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1. Initiates contact and establishes ongoing, proactive communication with patients and their families at each new phase of treatment. This includes communication and phone calls to confirm appointments, check-in with patients that are waiting for radiation treatment planning, follow-up with patients after chemotherapy and other non-clinical communication needs.

2. Assists patients and families when concerns are identified during their treatment; facilitates timely communication for problem resolution with the appropriate care team members.

3. Reduces barriers to care by coordinating transportation, home assistance, food support and communication services on an as needed basis.

4. Works with the front office team to coordinate patient care to include obtaining referral paperwork and associated patient records from outside facilities, coordinates with other physician offices to ensure patient results are received prior to patient appointments, and assists with outside infusion patient communication and care coordination.

  • 1 year healthcare experience or related customer service experience required. 3-5 years healthcare experience preferred
  • Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation.
  • Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively, sensitively, and with empathy to a diverse population of patients, families, staff, and physicians.
  • Excellent written and verbal communication skills.
  • Ability to pay attention to detail, time-management, and organizational skills.
  • Experience providing patient education and/or community health education including direct patient interaction preferred.
  • Oncology experience preferred
  • Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare/Medicaid regulations. Knowledge of Medical Terminology preferred.

Source: Vail Health