Clinical Services Navigator

Work Schedule: FT Monday – Friday, 8 am – 5 pm, no weekends or holidays.
Location: 1814 New Hanover Medical Park Dr, Wilmington, NC 28401.
Department: Urology Clinic.

Responsibilities

• Patient Care
  • Meet patients and families referred to the facility; provide comfort, education, and direction.
  • Demonstrate strong oral and written communication; act as a compassionate advocate.
  • Collaborate with Network Development, Community Relations, and nurse educators to create and deliver education sessions for the community and partners.
  • Coordinate patient care, serve as an ongoing resource during decision‑making, treatment, and rehabilitation.
  • Communicate patient status and needs; work with other care providers to sequence care appropriately.
  • Assist with admission processes and connect patients/families to community resources.
  • Work closely with case managers; may serve as an alternate/complement to the mid‑level team when needed.
• Continuity of Care
  • Review charts to prevent medically unnecessary admissions and ensure appropriate follow‑up care.
• Development of Standards
  • Develop and monitor clinical quality indicators; create dashboards to track program progress.
  • Build patient‑tracking databases, assist with analysis, and develop action plans for indicators below benchmarks.
  • Participate in creating, implementing, and evaluating policies, procedures, and treatment guidelines.
  • Assess hospital practice patterns, identify needed changes, establish action plans, and evaluate outcomes.
  • Contribute to the PBC’s continual knowledge development.
• Leadership
  • Communicate effectively, openly, and honestly; share knowledge and skills with colleagues.
  • Recognize, respect, and trust teammates’ contributions; address conflict and seek resolution.
  • Maintain objectivity and empathy; use critical‑thinking to achieve optimal outcomes.
  • Base decisions on facts, knowledge, and standards; support team, system, and organizational goals.
  • Return calls/pages promptly; stay aware of community resources.
  • Complete assigned work comprehensively and timely.
• Commitment to Quality
  • Show respect and consideration for all customers; follow up to ensure needs are met.
  • Maintain patient confidentiality and privacy.
  • Support co‑workers with assistance and encouragement; foster a positive work atmosphere.
  • Address concerns constructively rather than making negative comments.
• Out‑Patient Functions (if applicable)
  • Coordinate multidisciplinary meetings for specific disease sites.
  • Report case discussions to referring physicians.
  • Review cases for research accrual and identify patients for high‑risk clinic referral.
• Human Experience
  • Build patient confidence through competence, clear communication, and trust‑building behaviors.
  • Share innovative ideas to improve experiences for patients and peers.
  • Round on patients to create meaningful connections and keep them informed of visit details.
  • Model service standards and “Always Event” behaviors; view feedback through the patient lens.
  • Promote an inclusive environment that celebrates diversity.
  • Explain processes in plain language and use teach‑back to ensure understanding.
  • Align daily actions with the organization’s mission, vision, values, and people credo.

Requirements

• Education: 4‑year/Bachelor’s degree (preferred).
• Experience: 3–5 years of nursing experience (required); 2 years caring for the targeted patient population and experience in a broad range of clinical settings (preferred).
• Licensure/Certification: Active RN license in the appropriate state (required).
• Additional Skills (required): Ability to successfully complete generic and department‑specific skills validation and competency testing.

Benefits

• Work in an environment that values compassion, belonging, courage, personal growth, and teamwork.
• Supportive culture where employees are respected, supported, and safe to bring their full selves to work.
• Opportunities to contribute to innovative patient‑centered care and community health initiatives.