Patient Navigator, Lead

Patient Navigator, Lead (Healthcare)

The Lead Patient Navigator, under the general direction of the Director of Financial Support Services and Patient Advocacy, works collaboratively with patients, family members, team members, and other departments by assisting, optimizing, coordinating, and clarifying opportunities to help patients with their social service needs. The Lead Patient Navigator will coordinate work within the Patient Navigator team and work autonomously within established procedures and practices on complex or escalated cases.

Other duties include the daily operations of a patient navigation program, while also managing complex patient cases. The role involves a blend of direct patient support, team leadership, program development, and quality improvement initiatives.

• Team Leadership and Mentorship:
  Provide guidance, mentorship, and support to a team of patient navigators, including performance feedback and conflict resolution.
• Operational Oversight:
  Oversee daily program operations, ensure adequate coverage, and manage stakeholder relationships.
• Program Development & Quality Improvement:
  Lead initiatives to improve patient experiences, develop patient education programs and tools, and contribute to policy development.
• Complex Case Management:
  Manage a personal caseload of diverse and complex patient situations, troubleshooting challenges, and ensuring comprehensive support.
• Patient Advocacy and Support:
  Serve as an essential link between patients, families, and the multidisciplinary care team, advocating for patient needs and preferences.
• Barrier Resolution:
  Identify and address logistical, financial, and social barriers to care (e.g., transportation, lodging, Hospice, DME, insurance, language, and financial assistance).
• Care Coordination:
  Coordinate appointments, diagnostic tests, and follow-up care, ensuring seamless transitions across the care continuum.
• Documentation and Reporting:
  Maintain accurate and complete patient records in Electronic Health Record (EHR) systems and utilize data analytics to track program metrics, outcomes, and performance indicators.

Other job requirements as assigned.

Coordinate work for the Patient Navigators works closely with the Patient Financial Advocate Lead.

A bachelor's degree in a healthcare-related field required (Areas of Study: Social Work, Public Health, Healthcare Administration, Nursing) is preferred. Certification in patient navigation (e.g., OPN-CG, CHN) is highly valued and preferred. Certification can be obtained within 1 year of acceptance of the position.

Three (3) years of experience in patient navigation, social work, case management, or healthcare coordination required, with some experience in leadership or senior role, preferred. Proficiency in EHR systems (e.g., ONCO), patient billing and registration management software (e.g. G4 Centricity), and Microsoft Office Suite. Exceptional communication and interpersonal skills. Strong empathy and cultural competency. Proactive problem‑solving and critical thinking abilities. Strong organizational skills and attention to detail.

Ability to work independently and collaboratively in a team environment.

• Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
• Managed simultaneous projects, client communications, and deadlines.
• Handled high-volume customer calls while resolving urgent issues.

• Must interact and communicate both verbally and in written form.
• Must interact and exchange information regarding patients with physicians and other departmental personnel, and outside agencies frequently, while respecting the confidentiality of patient information.
• Must always uphold the CARTI values and be willing to assist patients and staff when needed.

The physical demands described here are representative of those required of an employee to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

Specific vision abilities required by this job include close vision and the ability to adjust focus.

This position involves potential exposure to infectious diseases. Team members are offered appropriate vaccinations and safety training.