Patient Navigator- Senior (Ashford Oaks Concierge Medicine)

The Senior Patient Care Navigator delivers a concierge-level patient experience by guiding individuals and families through complex healthcare pathways with professionalism, empathy, and discretion. This role manages high-priority referrals, ensuring seamless coordination of care from initial contact to follow-up. The Navigator facilitates communication among patients, caregivers, and multidisciplinary teams, promptly resolves patient concerns or complaints, and ensures adherence to all institutional, regulatory, and medical compliance standards. Through expert navigation, personalized support, and proactive service, the Senior Patient Care Navigator enhances patient satisfaction, safety, and continuity of care.

FLEXIBLE HOURS ARE NEEDED BETWEEN 7am-6pm

• Deliver concierge-level navigation services for high-priority, executive, donor, or complex patient referrals, ensuring a seamless experience from initial contact through follow-up care.
• Serve as the primary liaison for sensitive or escalated referrals, coordinating communication between referring providers, specialists, leadership offices, and patients while maintaining discretion and professionalism.
• Manage complex or time-sensitive patient concerns and complaints, providing thorough follow-up, documentation, and resolution in alignment with institutional policies and patient experience standards.
• Coordinate advanced supportive care services—including transportation, lodging, financial/charity resources, and community programs—while balancing efficiency, cost-effectiveness, and patient-centered needs.
• Ensure accurate, comprehensive documentation in the Electronic Health Record (EHR), monitor referral work queues, and oversee timely closure of complex or high-risk cases.
• Evaluate patient barriers to care and implement individualized solutions; escalate clinical, operational, or compliance concerns to appropriate leaders or departments when required.
• Collaborate closely with physicians, nurses, allied health professionals, and administrative leaders to ensure referrals are triaged, prioritized, and assigned appropriately.
• Review and analyze referral patterns, patient volumes, and service utilization trends to identify workflow challenges and opportunities for process improvement.
• Maintain up-to-date knowledge of insurance processes, medical terminology, community resource networks, and regulatory/medical compliance requirements relevant to navigation activities.
• Participate in community engagement, institutional events, or donor-related activities representing the organization with professionalism and tact.
• Support training and onboarding of new navigators or coordinators by serving as a content expert for referral workflows, communication standards, and navigation best practices (non-supervisory).
• Coordinate accurate reporting related to grant-funded programs, patient-supportive expenditures, and referral metrics; prepare summaries to support quality improvement and compliance needs.
• Uphold HIPAA, medical compliance, and institutional standards, ensuring all interactions, communications, and documentation meet regulatory and organizational expectations.
• Perform other related duties as assigned to support patient navigation operations and high-quality patient experience.

• Advanced ability to navigate complex clinical and social support pathways, coordinating services with precision, empathy, and sound judgment.
• Deep understanding of healthcare systems, clinical workflows, community resources, insurance processes, and regulatory/compliance requirements.
• Excellent communication and interpersonal skills, with the ability to engage effectively with patients, executives, providers, and multidisciplinary teams in sensitive or high-stakes situations.
• Demonstrated capability to resolve patient concerns or complaints with professionalism, discretion, and a concierge-level service approach.
• Strong organizational, analytical, and planning skills, with the ability to manage multiple priorities and time-sensitive requests in a fast-paced environment.
• Proven ability to maintain strict confidentiality of patient information and uphold HIPAA, institutional policies, and medical compliance standards.
• Consistently patient-centered approach when supporting diverse individuals with varying needs and barriers.
• Skill in building collaborative relationships and influencing outcomes across teams, departments, and external stakeholders.
• Proficiency in electronic health records (EHR), patient-navigation platforms, and Microsoft Office Suite, with the ability to adapt to emerging technologies and systems.

EDUCATION:

Bachelor's degree is required

This position may require the ability to maintain the security and integrity of UT San Antonio and its infrastructure per Texas EO-GA-48.