Experience Navigator - Lourdes (Full Time)

Serves as a resource within the acute care setting for patients and families to ensure a positive, supportive, and seamless hospital experience. Provides outpatient coordination services, assisting with care continuation and non-clinical patient care.

Responsibilities

• Care Coordination Support:
  • Meet with the patient (and caregiver/family) prior to discharge to:
    • Coordinate scheduling of all necessary outpatient appointments (e.g., primary care, specialty follow-up, diagnostics, home health, rehab) to occur within the optimal timeframe.
    • Identify potential barriers (transportation, financial, social support, language/literacy) to successful post-discharge care.
    • Document patient education and identify required post-discharge services/resources.
    • Ensure that the scheduling aligns with physician recommendations, availability, patient preferences, and insurance networks.
• Patient Experience & Advocacy:
  • Provide comfort items such as food, beverages, and blankets to patients.
  • Educate patients and families about their care plan, the outpatient follow-up, roles of different providers, and how to self-manage aspects of their care.
  • Solicit feedback from patients about their discharge and transition experience; collaborate with the call-center or patient experience teams to identify improvement areas.
  • Responsible for outreach efforts to establish and maintain positive working relationships with colleagues (physicians, office staff, nurses, etc.).
• Patient Experience Rounds:
  • Conduct purposeful rounds to connect with patients, identify needs, and resolve concerns in real time.
  • Collaborate with clinical and non-clinical teams to ensure a smooth and supportive patient journey.
• MyChart Support:
  • Guide patients and families through MyChart enrollment and usage.
  • Assist with username/password resets and other basic technical troubleshooting.
  • Understanding of all technologies used such as Epic, CRM, Patient Lists, Flowsheets, AVS documentation, Secure Chat, Calabrio, Cisco phone system, etc.

Requirements

• Experience: 2-3 years’ experience in a healthcare setting, customer service, or concierge.
• Education: High School required; Associate’s degree preferred.
• Training / Certification / Licensure: Health care experience including medical terminology and managed care strongly preferred.

Pay

$19.54 - $29.20 hourly

Schedule

Monday–Friday, 9:30 AM–6:00 PM

Benefits

Virtua offers a comprehensive package of benefits for full-time and part-time colleagues, including, but not limited to:

• Medical, prescription, dental, and vision insurance.
• Health and dependent care flexible spending accounts.
• 403(b) (401(k) subject to collective bargaining agreement).
• Paid time off and paid sick leave as provided under state and local paid sick leave laws.
• Short-term disability and optional long-term disability.
• Colleague and dependent life insurance and supplemental life and AD&D insurance.
• Tuition assistance.
• Employee assistance program that includes free counseling sessions.

Eligibility for benefits is governed by the applicable plan documents and policies.