Healthcare Navigator (non-RN) - Care Connections

If you are a current University Health or University Health Physicians employee and wish to be considered, you must apply via the internal career site.

Please log into myWORKDAY to search for positions and apply.

Join a team that is passionate about creating exceptional patient experiences and helping people feel supported every step of the way. As a Care Connection Healthcare Navigator, you will play an important role in connecting patients to the care and services they need while building strong relationships across the healthcare system. This customer service focused role is perfect for someone who enjoys helping others, solving problems, and making a positive impact every day.

The Care Connection Navigator coordinates healthcare services through collaboration with clinical and non clinical teams to support the best possible patient outcomes. The primary focus of this role is engaging new patients into primary care within the organization and creating a welcoming, seamless experience from the very first interaction. You will help patients navigate appointments, understand billing information, access available services, and overcome barriers to care while serving as a trusted point of contact throughout their healthcare journey.

This role also works closely with physicians, support staff, and departments across the organization to improve access to care, support patient satisfaction, and grow patient relationships through outstanding service and communication.

What You'll Do

• Serve as the primary point of contact for referred patients throughout their care experience

• Reach out to new and non established primary care patients to facilitate access to healthcare services

• Answer incoming calls, identify patient needs, schedule physician appointments, and coordinate services

• Ensure insurance verification, pre certification, and authorization requirements are completed and documented

• Communicate organizational policies, procedures, and appointment reminders to patients

• Act as a non clinical liaison, concierge, and navigator by providing timely and accurate information about available services

• Document patient interactions and services within the electronic medical record

• Track and manage data related to patient navigation outcomes and service quality improvement initiatives

• Generate reports related to patient navigation performance as requested

• Support registration and scheduling activities based on department needs and priorities

• Build strong relationships with patients, providers, physicians, and hospital staff with a focus on quality care and customer service

• Provide patient education, outreach, and support including promoting and assisting with access to myUHealth

• Collaborate with clinical and non clinical teams to identify and remove barriers to care

• Promote preventative care, wellness services, and personalized access to healthcare resources

• Proactively assist patients with future appointment scheduling to enhance continuity of care

• Support a culture of compassionate, patient centered, and coordinated care

• Adapt to changing priorities, support process improvements, and contribute positively to team success

• Promote quality improvement, patient safety, staff safety, and cultural diversity through daily work practices

• Provide service that is appropriate for each patient's age, physical needs, psychosocial needs, educational needs, and safety needs

• Maintain a professional, courteous, and helpful demeanor with patients, visitors, staff, and medical personnel

• Remain current on applicable regulations, compliance standards, policies, and training requirements

What You Bring (Requirements)

• Bachelor's degree or equivalent combination of education and relevant work experience required

• Excellent verbal and written communication skills

• Ability to develop and maintain strong knowledge of organizational and community healthcare resources and services

• Ability to remain calm, professional, and solution focused in a fast paced and high stress environment

• Strong customer service, critical thinking, and problem solving skills

• Demonstrated ability to manage patient concerns with tact, professionalism, and confidentiality

• Excellent interpersonal skills with the ability to work effectively with diverse cultural, socioeconomic, and professional populations

• Demonstrated experience proactively engaging with patients, clients, and guests

• Self motivated team player with the ability to work independently

• Expert ability to navigate scheduling software and interpret billing information

• Ability to use Excel worksheets or other databases to document referrals, track contacts, and create reports

• Professional appearance and ability to represent the organization and University Health in a positive and patient focused manner