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Schedule: Monday-Friday 8a-4:30p at Camden Satellite ED

Job Summary:

The Patient Experience Navigator (PEN) serves as a resource within the acute care setting for patients and families to ensure a positive, supportive, and seamless hospital experience. PENs provide outpatient coordination services, assisting with care continuation, and non-clinical patient care.

Position 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.

Position Qualifications Required:

Required Experience:

2-3-years’ experience in a healthcare setting, customer service, or concierge.

Required Education:

High School required; Associate’s degree preferred

Training / Certification / Licensure:

Health care experience including medical terminology and managed care strongly preferred. 

Hourly Rate: $19.54 - $29.20 The actual salary/rate will vary based on applicant’s experience as well as internal equity and alignment with market data.

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, 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, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

For more benefits information click here.