Patient Experience Navigator

Overview

The VNA provides compassionate, innovative care of the highest quality, setting the standard for patients and caregivers needing private care, home health, hospice, and community health services. Together, we provide the highest quality patient care.

Benefits

Come Join our team of passionate and skilled professionals! By choosing to work for the VNA, you would be working with an agency that has been voted ‘Best Place to Work’ for 7 years in Indian River County because of the benefits we offer our associates, such as:

• Competitive pay
• Flexible schedules available for some positions
• Accrue up to 18 paid days off in first year, 6 observed holidays
• Up to 88% coverage of health insurance costs
• Access to mobile health clinic at no cost
• Tuition reimbursement
• Free CEU credits
• Several local and national discounts
  
  

The Patient Experience Navigator supports VNA’s Whole Person Care model, working in collaboration with members of VNA’s clinical and administrative teams. He/she assists in improvement of service delivery while characterizing and assessing healthcare needs for navigation to appropriate resources both inside and outside the agency. He/she serves as an advocate to patients and families and is a key member of the Patient Experience Center. Using critical thinking and sound judgement, the Patient Experience Navigator is a resource to patients and families, providers, and patient-facing teams at VNA.

Responsibilities

• Key member of VNA’s Patient Experience Center committee.
• Reviews and analyzes patient insights, both objective and subjective, collected through the patient experience center.
• Shares insights, activities, follow-up actions, and outcomes with clinical and administrative leadership teams to inform-decision making and direction.
• Participates in navigating calls to the right service line / source by identifying callers’ needs.
• Responds to incoming callers’ general inquiries and questions from both outside and inside the agency.
• Follows up / follows through in support of VNA service lines / patient programs.
• Identifies barriers to delivery of care.
• Troubleshoots and finds solution for challenges identified.
• Closes gaps in communications affecting patients, clinical teams, and providers.
• Refers callers to VNA resources, community partners, and community resources, when applicable.
• Assists in developing and maintaining policies and procedures, flow charts, and procedures manual for the Patient Experience Center.
• Documents interactions in agency’s electronic medical record.
• Attends meetings as required.
• Learns about available resources across Indian River County to ensure referrals to appropriate resources.
• Maintains patient, team member and employer confidentiality.
• Complies with all HIPAA regulations.
• Bachelor’s degree in healthcare administration or related degree preferred.
  
  

Qualifications

• Background in the health care, health care navigation role space a plus.
• Knowledge of electronic health records a plus.
• Customer service experience required.
• Home health agency experience preferrable but will train.
• Proven ability to deliver the highest quality customer service.
  
  

Self-starter with a high degree of integrity and ability to work independently and within teams

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