Position Summary    

The Ambulatory Navigator works directly with the Ambulatory Patient Experience team members to enhance the experience of patients, ensuring seamless navigation through the WPHPA network. The Ambulatory Navigator manages all aspects of the patient experience for high-priority patients, coordinating patient visits, and providing real-time support to address concerns and de-escalate issues.

The Ambulatory Navigator is responsible for rounding on patients, troubleshooting challenges, and keeping key leaders informed of any significant concerns. He/She will also work closely with physicians and staff to enhance communication and streamline the patient journey.

 

 Essential Functions and Responsibilities Includes the Following:     

Understands and adheres to the WPH Performance Standards, Policies and Behaviors. Creates a culture supporting patient experience and sets expectations for the organization. Institutes changes that enhance the patient experience in processes, procedures, policies, and accountability within the organization. Initiates appropriate service recovery methods to resolve concerns and complaints to appropriate staff members for evaluation, resolution, and follow through. Assists departments in developing performance improvement strategies related to improving the patient experience. Uses data to proactively implement best practices Maintains a collaborative working relationship with others Assists in participation in committees, task forces, and projects as appropriate. Greet high-priority individuals when they are in provider office, provide a non-clinical level of care and appropriate amenities to ensure an excellent experience. Conducts follow-up outreach after patient visits to ensure satisfaction and continuity of care. Respond to CEO, EVP, board members and elected official’s requests for appointments. Answer all requests and track these individuals for information or visitation by CEO, EVP or other hospital leaders as needed. Performs all other related duties as assigned.

 

 Education & Experience Requirements         

Bachelor’s degree preferred. Hospital/Medical Practice Experience preferred. Executive presence with warm, inviting patient centered attitude. Knowledge of or experience at White Plains hospital a plus. Second language is a plus.  

 Core Competencies   

Excellent Communication Skills (written & verbal) Teamwork Adaptability Planning, Organization & Delegation Skills Strong Problem Solving, Judgment & Decision-Making Skills Stress Tolerance

 

 Physical/Mental Demands/Requirements & Work Environment     

May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital’s SDS (Safety Data Sheet) data base and may be accessed through the hospital’s Intranet site (Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc. Ability to remain stationary for extended periods using computer. Must be able to move about the department and hospital constantly. Requires continuous communication with patients, staff and visitors of all educational levels. Requires frequent use of computers and other office equipment. Must be able to adapt to a high stress environment with frequent interruptions

 

 Primary Population Served    

All populations served

 

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.