Care Navigator - PCCN

Phoenix Children's Hospital - Phoenix, AZ

Full-time

Remote - Phoenix, AZ

Hospitals

About the position

The Care Navigator position at Phoenix Children's Care Network (PCCN) is designed to assist patients and families with care coordination, ensuring the efficient delivery of healthcare services. This fully remote role requires occasional in-person attendance for meetings and events, and focuses on fostering a patient-centric approach that respects diverse cultural backgrounds. Care Navigators are responsible for identifying patient needs, coordinating care, and improving patient satisfaction and health outcomes through effective communication and collaboration with various stakeholders.

Responsibilities

• Provide outreach to care management candidates and complete appropriate needs assessments.
• Identify potential gaps in patients' medical, social, developmental, behavioral, and educational domains.
• Serve as the main point of contact for patients and families, advocating for their needs.
• Send verified educational materials, programs, and community resources to patients and families.
• Assist with obtaining/sending referrals, scheduling appointments, and completing follow-ups.
• Document all patient interactions in the Pediatric Care Constellation (PCC) system.
• Coordinate with Social Services and RN on the team to ensure needs are met.
• Coordinate provider orders with agencies for medically necessary care and equipment.
• Provide general insurance and program information to support patient goals.
• Support and collaborate with schools for IEP/504 plans.
• Collaborate with physician offices/staff to meet patient needs and goals.
• Seek advice from peers and CN Lead when guidance is required.
• Build relationships with community pediatrician practices to meet patient needs.
• Establish and maintain positive relationships with Network providers and collaborate with physician office staff.
• Communicate clearly in both written and verbal communications with all internal and external customers.
• Verbally de-escalate upset patient/family members and manage difficult conversations.
• Respond to voicemails, emails, and texts within 24 hours or one business day.
• Participate in required and voluntary educational programs to maintain and improve skills.

Requirements

• Strong problem-solving skills to find solutions for patients' needs.
• Excellent research abilities to seek out resources for clients.
• Highly organized and efficient to manage multiple clients without sacrificing personalized attention.
• Ability to communicate effectively with diverse populations and respect cultural backgrounds.

Nice-to-haves

• Experience in healthcare or patient care coordination.
• Familiarity with pediatric healthcare systems and practices.

Benefits

• Full-time employment with a structured schedule (Mon-Fri, 8am-5pm).
• Remote work flexibility with occasional in-person meetings.