Patient Experience Navigator

About the role

The Patient Experience Navigator supports and guides patients throughout the healthcare continuum by coordinating care, removing barriers, and promoting clear, compassionate communication. This position serves as a patient advocate and primary point of contact ensuring an optimal patient experience by anticipating needs, reducing delays, resolving concerns, and supporting patients through transitions—including emergency and trauma settings. The Patient Experience Navigator collaborates with multidisciplinary teams to streamline care, enhance service quality, and ensure patients and families feel informed, supported, and confident throughout their healthcare journey.

Minimum Requirements

Education

• LPN

Experience

• Minimum of 2 years of nursing experience in Emergency Department, Trauma Services, or related clinical area

License/Registration/Certifications

• LPN license
• Valid driver’s license
• BLS certification

Other

• Strong written, verbal, and interpersonal communication skills
• Ability to analyze information and problem‑solve using critical thinking
• Excellent time‑management and attention to detail
• Ability to support an optimal patient experience through proactive communication and timely issue resolution
• Proficiency reviewing medical records and understanding patient care workflows
• Ability to promote teamwork and multidisciplinary collaboration
• Strong patient‑centered advocacy skills

Responsibilities

Patient Experience & Advocacy

• Ensure a consistent, compassionate, and seamless patient experience by anticipating needs, resolving concerns promptly, and promoting clear communication throughout the care journey
• Serve as a trusted advocate for patients and families, promoting informed decision‑making and engagement in care

Care Coordination

• Coordinate referrals and transitions to ensure timely and efficient care
• Collaborate with interdisciplinary teams to streamline diagnostics, treatments, and follow‑up planning

Clinical Support & Navigation

• Triage new patient referrals to ensure timely access to services
• Guide patients through the healthcare system, simplifying processes and translating medical information

Education & Communication

• Provide tailored education on diagnoses, treatments, symptoms, and post‑treatment needs
• Facilitate communication between patients, families, and healthcare providers to ensure alignment and understanding

Barrier Reduction & Transition Support

• Identify obstacles related to literacy or care coordination, and work to remove them
• Support safe transitions of care including survivorship, palliative care, and end‑of‑life planning

Assessment & Documentation

• Assess patient needs, goals, and preferences and help to integrate them into the plan of care
• Document all encounters and interventions accurately in EPIC

Leadership & Quality Improvement

• Participate in staff education and contribute to process improvement initiatives aimed at elevating patient experience and care quality
• Uphold all professional, ethical, and legal standards
• Perform other duties as assigned