Destination Care Navigator

Hello humankindness Located conveniently in the heart of Phoenix ArizonaSt. Josephs Hospital and Medical Center is a 571-bed not-for-profit hospital that provides a wide range of health social and support services. Founded in 1895 by the Sisters of Mercy St. Josephs was the first hospital in the Phoenix area. More than 125 years later St. Josephs remains dedicated to its mission of caring for the poor and underserved. We are extremely proud to be a nationally recognized center for quality quaternary care medical education and research. St. Josephs includes the internationally renowned Barrow Neurological Institute Norton Thoracic Institute Cancer Center at St. Josephs Ivy Brain Tumor Center and St. Josephs Level I Trauma Center (which is verified by the American College of Surgeons). The hospital is also a respected center for high-risk obstetrics neuro-rehabilitation orthopedics and other medical services. St. Josephs is considered a sought-after destination hospital for treating the most complex cases from throughout the world. Every day approximately 20 percent of the hospitals patients have traveled from outside of Arizona and the United States to seek treatment at St. Josephs. U.S News & World Report routinely ranks St. Josephs among the top hospitals in the United States for neurology and addition St. Josephs boasts the Creighton University School of Medicine at St. Josephs and a strategic alliance with Phoenix Childrens Hospital. St. Josephs is consistently named an outstanding place to work and one of Arizonas healthiest employers. Come grow your career with one of Arizonas Most Admired Companies. Look for us on Facebookand follow us on Twitter. For the health of our community ... we are proud to be a tobacco-free campus.

The Destination Care Patient Navigator is a senior-level non-clinical onsite patient-facing role responsible for delivering concierge-level navigation services to domestic international and high profile patients seeking specialty care across multiple CommonSpirit Health markets. This role functions as a single centralized point of contact for patients families referring providers and ensures a seamless experience throughout every stage of the care journey.

Navigators coordinate complex multi-specialty appointments and multi-step logistical needs; facilitate gathering of important documents to support operational and financial workflows (e.g. embassy authorization); and troubleshoot operational barriers when they arise. Navigators are expected to provide culturally informed guidance and when needed escort patients directly to appointments to ensure comfort safety and clarity in unfamiliar environments.

In addition to daily coordination responsibilities Navigators also support strategic initiatives provide input into workflow optimization contribute to service-line expansion for destination care and participate in training and onboarding of new staff.

This position requires participation in a rotating schedule of nights weekends holidays to provide on-call coverage (via phone) to support patients across time zones.

• Patient Experience & Coordination: Serve as the primary non-clinical point of contact for domestic and international patients and families. Coordinate multi-specialty multi-appointment schedules across several CommonSpirit facilities and service lines. Escort patients to appointments when needed to provide wayfinding support ensure a smooth experience and provide interpretation support (if certified) as appropriate/needed. Provide culturally sensitive communication and hospitality to patients from diverse backgrounds. Assist patients with understanding the flow of care appointment expectations facility layout and visit logistics. Model service excellence and support a culture of continuous improvement and collaboration.
• Records & Information Management: Collect organize and transmit medical records imaging referrals and related documentation for clinical review. Assist with gathering financial documents and coverage information (e.g. letters of guarantee insurance card information etc.) to support scheduling readiness and financial workflows. Maintain accurate and timely documentation within the appropriate technology applications and systems to track navigation updates throughout patients journeys while onsite and in a CommonSpirit facility. Track and communicate key milestones with patients families and internal stakeholders.
• Domestic & International Logistics: Provide guidance and coordination for travel lodging transportation interpretation and general logistical needs for all patient populations including out-of-state cross-regional and international travelers. Work with hospital transfer centers to support logistics related to international air ambulance transfer and direct admission requests. Offer real-time logistical support when urgent or time-sensitive needs arise (e.g. last-minute appointment changes).
• Stakeholder Communication: Facilitate communication among clinical teams care management social work scheduling imaging procedural teams and administrative partners. Maintain positive relationships with referring providers employers payers and community organizations ensuring continuity and transparency. Serve as a liaison for global sponsors international offices foreign ministries embassies and global assistance companies when relevant.
• Program Development & Strategic Support: Participate in cross-market initiatives that strengthen destination care access care pathways operational consistency and service delivery. Identify patterns inefficiencies or barriers in navigation workflows; provide recommendations for improvement. Contribute to outreach efforts presentations and materials that promote destination care services internally or externally. Support strategic planning efforts that enhance patient experience and operational excellence.
• Training & Mentorship: Assist in onboarding new Coordinators and Navigators across multiple markets. Participate in cross-training as needed to support related destination care business functions critical to supporting patient experience throughput and maintain operations. Provide peer coaching shadowing opportunities and support in understanding workflows systems and customer-service standards. Share best practices to ensure consistency across facilities participating in destination care.

• Bachelors Other Bachelors degree in related field (healthcare business communications international studies hospital ity) or
• 4-6 years Five (5) years of experience delivering concierge-level patient or client services in a complex medical or hospitality environment upon hire

Preferred

• Other Degree in a medical field or equivalent and 4-6 years Experience in destination medicine international patient services complex specialty care coordination concierge healthcare or high-complexity logistics planning within a healthcare environment. upon hire and
• 1-3 years Experience supporting high-acuity multi-specialty high profile or cross-market patient navigation within a large multi-site health system. upon hire and
• 1-3 years Experience working with self-pay programs. upon hire and
• Experience with international sponsorships and governmental/embassy payers. upon hire and
• Certificate Other Certification in medical interpretation and/or medical translation upon hire
• Health Care Interpreter