At Virtua Health, we exist for one reason – to better serve you. That means being here for you in all the moments that matter, striving each day to connect you to the care you need. Whether that's wellness and prevention, experienced specialists, life-changing care, or something in-between – we are your partner in health devoted to building a healthier community. 
 
If you live or work in South Jersey, exceptional care is all around. Our medical and surgical experts are among the best in the country. We assembled more than 14,000 colleagues, including over 2,850 skilled and compassionate doctors, physician assistants, and nurse practitioners equipped with the latest technologies, treatments, and techniques to provide exceptional care close to home. A Magnet-recognized health system ranked by U.S. News and World Report, we've received multiple awards for quality, safety, and outstanding work environment.

In addition to five hospitals, seven emergency departments, seven urgent care centers, and more than 280 other locations, we're committed to the well-being of the community. That means bringing life-changing resources and health services directly into our communities through our Eat Well food access program, telehealth, home health, rehabilitation, mobile screenings, paramedic programs, and convenient online scheduling. We're also affiliated with Penn Medicine for cancer and neurosciences, and the Children's Hospital of Philadelphia for pediatrics.

Location:

Pennsauken - 6991 North Park Dr.

Remote Type:

Hybrid

Employment Type:

Employee

Employment Classification:

Regular

Time Type:

Full time

Work Shift:

1st Shift (United States of America)

Total Weekly Hours:

40

Additional Locations:

Job Information:

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 / Licensur