Patient Affairs Navigator

Primary City/State:

Scottsdale, Arizona

Department Name:

C/P-Support Svc SHC-Clinic

Work Shift:

Day

Job Category:

General Operations

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We are seeking an experienced candidate with established knowledge to join the opening team at our new Scottsdale facility, anticipated to launch in early 2027. If selected, you will start before the opening of the Scottsdale Health Center and train at our Banner University Cancer Center until the facility's opening date, bringing your expertise and passion for excellence to help shape the foundation of this exciting new location. Click Here to learn more about our Scottsdale Health Center and Medical Center: https://www.bannerhealth.com/banner-scottsdale

As a Patient Affairs Navigator at Banner MD Anderson Cancer Center in Scottsdale, you will play a vital role in delivering an exceptional, seamlessly coordinated experience for every patient who walks through our doors. This is more than a coordination role; it is an opportunity to be a trusted point of contact for patients who require a higher level of personalized attention, including public figures, executive-referred patients, and other individuals with unique care needs. You will serve as the bridge between patients, clinical staff, and leadership, ensuring that every detail of a patient's journey from scheduling and transportation to communication and follow-up is handled with precision, discretion, and genuine care. With prior healthcare experience and a polished, confident presence, you will represent Banner Health at its very best, communicating with individuals of all backgrounds and at all levels with equal warmth and professionalism. While this position is based at our new Scottsdale location, flexibility to extend support to our Phoenix Cancer Center when needed for high-profile patient situations is an important part of the role.

Schedule: Monday - Friday, hours between 7am-4:30pm

University Medical Center Phoenix is a nationally recognized academic medical center. The world-class hospital is focused on coordinated clinical care, expanded research activities and nurturing future generations of highly trained medical professionals. Our commitment to nursing excellence has enabled us to achieve Magnet™ recognition by the American Nurses Credentialing Center. The Phoenix campus, long known for excellent patient care, has over 730 licensed beds, several unique specialty units and is the new home for medical discoveries, thanks to our collaboration with the University of Arizona College of Medicine - Phoenix. Additionally, the campus responsibilities include fully integrated multi-specialty and sub-specialty clinics.

POSITION SUMMARY
This position serves as liaison between patients, staff and leadership in order to serve the unique needs of patients that include Banner workforce members, public figures, and others as determined by leadership. This primary purpose of this position is to ensure that the needs of special interest patients are addressed in a way that meet or exceed the patients’ expectations. This position provides a coordinated and efficient experience for special interest patients, avoiding duplicated efforts, and always responding to any problems or concerns identified by the patient or staff.

CORE FUNCTIONS
1. Responds to referrals of new patients identified as special interest patients. Uses considerable exercise of independent judgment, initiative, and decision making relative to efficient intake of patients. Assists patients with transportation, lodging, scheduling and coordination of clinic visits, diagnostic testing or inpatient services.

2. Ensures a coordinated and efficient experience for special interest patients, avoiding duplicated efforts, and always responding to any problem or concern identified by patients or staff.

3. Using discretion and tact, manages the patient experience by influencing team members and leading processes as needed.

4. Communicates daily with leadership and other interested internal parties alerting them to patients and any need for attention. Provides status reports regarding patient referrals, schedules as appropriate.

5. Receives, records, reports and trends issues associated with the delivery of services to this patient population, and collaborates with leadership of various related departments to improve service delivery for all patients.

6. Assists in informing, educating, and training staff and/or volunteers on patient needs for this population. Maintains utmost confidentiality and sensitivity in all interactions.

7. Demonstrates commitment to collaborative professional relationships and represents Banner with impeccable customer service and interaction.

8. This position is responsible for making independent decisions, within established parameters, to ensure a positive patient experience. Internal customers range from executive level staff to point of service providers and staff. External customers are special interest patients, family members, medical staff, payers and the community at large.

MINIMUM QUALIFICATIONS
Working knowledge of principles and practices of customer service as normally obtained through the completion of an Associate’s Degree in a relevant field and a working knowledge of customer service principles and practices within a medical environment as normally demonstrated through a minimum of five years related experience.

Must have excellent oral, written and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals. Must have excellent working knowledge of personal software packages. Must have the ability to organize, prioritize and multi-task workload in a fast paced environment. Excellent use of written language in composing a variety of presentations, policies, procedures, and other applicable communication pieces. Skilled in solving problems in order to facilitate the communication network between patient and hospital. Skilled in maintaining composure and professional demeanor during difficult and stressful situations.

PREFERRED QUALIFICATIONS
Bachelor’s Degree. Previous acute-care hospital/ambulatory experience.

Additional related education and/or experience preferred.

EEO Statement:

EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

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