Navigator (32340)

POSITION SUMMARY:

The Patient Navigator is responsible for guiding patients through Urology Austin's clinical care pathways, ensuring timely follow-up, education, and barrier resolution across the continuum of care. This role focuses on proactive outreach, care coordination, and personalized support to help patients adhere to their treatment plan and feel informed every step of the way.

JOB RELATIONSHIPS:

• Work together with all clinical staff, physicians, and front office staff to ensure complete and excellent patient care, efficient scheduling, and efficient patient flow.
• Reports to the Navigation Director

ROLE QUALIFICATIONS (experience, education, and skills)

• Required: Active Medical Assistant (MA) certification with at least 2 years of experience in a clinical or specialty care setting
• Preferred: Licensure as an LVN or RN
• Preferred: Previous experience in urology or another specialty involving longitudinal care pathways
• Strong knowledge of urological disease states, procedures, and patient education

Proficiency in EMR documentation and patient tracking software

• Excellent interpersonal, organizational, and time-management skills

ESSENTIAL JOB RESPONSIBILITIES

• Serve as the main point of contact for patients navigating complex or multi-step care plans
• Contact patients at designated intervals to guide them through treatment, explain next steps, and reinforce follow-up care
• Provide education on upcoming appointments, procedures, and clinical expectations
• Identify patient-specific barriers to care
• Document all outreach and pathway status updates in the EMR and applicable software
• Ensure timely scheduling and patient movement along clinical pathways in accordance with provider orders
• Track patient progress and support care plan adherence across multidisciplinary teams
• Collaborate with providers, clinic teams, and the Navigation Director to enhance patient workflow
• Escalate breakdowns or delays in care to appropriate team members
• Participate in continuous improvement discussions for pathway protocols
• Maintain confidentiality and professionalism in all patient communications

PERFORMANCE REQUIREMENTS:

Knowledge

• Knowledge of professional urological clinical theory, practices, and regulations related to evaluating and providing patient care, and professional ethics related to the delivery of patient care.
• Knowledge of common safety hazards and precautions to establish/maintain a safe work environment.
• Knowledge of community, professional, and educational resources.

Skills

• Skills in case management, time management, problem-solving, crisis intervention, multitasking, and other organizational matters.
• Skill in designing and performing a variety of patient education activities.
• Strong computer skills including Excel with an ability to learn new software.
• Able to perform basic data analytics and accurate data input.
• Excellent communication skills.
• Organized and works well independently.
• Ability to engage and educate patients, staff, and providers
• Excellent interpersonal skills and strong rapport with office staff.

Abilities

• Ability to analyze complex data and draw conclusions.
• Ability to interpret, adapt, and apply guidelines and procedures.
• Ability to establish/maintain effective working relationships with patients, clinical staff, providers, and the public.

REPORTING TO THIS POSITION: No direct reports

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions:

• Physical demands: While performing the duties of this job, the employee is required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; eye-hand coordinator; handling and lifting patients; stoop; talk or hear. The employee must occasionally lift/or move up to 40 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work environment: Medical office setting. Well-lighted and well ventilated. Constant contact with individuals from many backgrounds. The noise level in the work environment is usually moderate. Occasional stress from dealing with many staff and patients.