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Are you a compassionate, organized, and relationship-focused nurse who loves helping people find their way through the healthcare system? As a Care Connection Nurse Navigator, you’ll be a trusted advocate and primary point of contact for patients as they connect with care across the organization.

This role is focused on helping new patients establish primary care, connecting patients with the right services, and making every step of their healthcare experience as seamless as possible. You’ll combine clinical knowledge with exceptional customer service to coordinate appointments, navigate referrals, identify barriers to care, provide education and support, and connect patients with the resources they need to achieve their best possible outcomes.

You’ll work closely with physicians, nurses, clinical teams, and non-clinical staff throughout the organization to build strong relationships and create solutions that work for both patients and care teams. You’ll also help strengthen connections between patients and the organization by promoting available services, supporting access to myUHealth, and proactively identifying opportunities to keep patients engaged in their care.

What You’ll Bring (Minimum Requirements)

• Bachelor of Science in Nursing (BSN) or equivalent combination of an Associate Degree in Nursing (ADN) and relevant experience.

• Current Missouri Registered Nurse (RN) license.

• Minimum of three years of experience working in a healthcare setting.

• Excellent verbal and written communication skills.

• Ability to read and speak the English language.

• Proficiency in Microsoft Word and Excel.

• Current BCLS certification.

• Ability to develop and maintain strong knowledge of healthcare resources and services available within the organization and through community health-related organizations.

• Ability to maintain a calm and professional demeanor in a demanding, high-stress environment while consistently demonstrating sound judgment, exceptional customer service, and strong problem-solving skills.

• Ability to handle patient concerns and sensitive information with tact, professionalism, and confidentiality.

• Excellent interpersonal skills with the ability to work effectively with individuals from diverse cultural, socioeconomic, and professional backgrounds.

• Demonstrated ability to work both independently as an autonomous self-starter and collaboratively as a team player.

• Professional appearance and presentation.

What You’ll Do

Be a Trusted Patient Advocate

• Serve as the primary point of contact for referred and newly engaged patients throughout their healthcare experience.

• Proactively reach out to patients who are not yet established with primary care and help connect them with the appropriate provider and services.

• Answer incoming calls, accurately identify patient needs, and guide patients to the appropriate area of care or service.

• Schedule physician appointments and help patients understand what to expect before, during, and after their visits.

• Verify insurance information and ensure required pre-certifications and authorizations are obtained and appropriately documented.

• Explain organizational policies and procedures in a clear, helpful, and patient-friendly manner.

• Make appointment reminder calls and proactively schedule future appointments when appropriate.

• Greet and guide patients to the appropriate areas of care and assist with questions related to billing information.

Coordinate Care Across the Healthcare System

• Assess patients’ medical needs and help coordinate care across multiple settings and services.

• Track laboratory and imaging results and notify patients of normal and abnormal results according to established protocols.

• Provide timely clinical advice by telephone and electronic messaging during and after office hours, within the scope of practice and established protocols.

• Coordinate referrals and track patients throughout the referral process to help ensure care is completed without unnecessary delays.

• Facilitate the exchange of clinical information during inpatient hospitalizations.

• Provide telephonic or face-to-face follow-up with patients within 72 hours of emergency department or inpatient discharge.

• Promote continuity of care by helping patients move smoothly between primary care, specialty care, inpatient, outpatient, and community services.

• Provide direct clinic patient care as needed based on department priorities, staffing, and patient volumes.

Remove Barriers & Connect Patients to Resources

• Work collaboratively with clinical and non-clinical team members to identify barriers that may prevent patients from accessing or completing care.

• Develop solutions and connect patients with appropriate organizational and community resources.

• Build and maintain strong knowledge of healthcare resources and services available within the organization and throughout the community.

• Provide patient education, outreach, encouragement, and ongoing support to promote successful engagement in care.

• Help patients navigate and make the most of myUHealth and other available tools and services.

• Promote awareness of preventative care, wellness services, and other healthcare resources available through the organization and University Health.

• Look for opportunities to proactively connect patients with services that can support their health and well-being.

Build Relationships & Deliver Exceptional Service

• Build and sustain strong working relationships with physicians, support staff, clinical teams, and non-clinical personnel throughout the organization.

• Partner with providers and staff to accommodate patient needs, support access to care, and contribute to organizational patient volumes.

• Demonstrate strong collaboration, communication, relationship-building, and team-building skills.

• Practice cultural competency and adapt communication and support to meet the needs of diverse patients and families.

• Create a culture of exemplary customer service and responsive, patient-centered care.

• Ensure care is compassionate, coordinated, and respectful of each patient’s preferences, values, and individual needs.

• Consistently demonstrate a calm, professional, courteous, and helpful demeanor, even in demanding or high-stress situations.

• Handle patient concerns and sensitive information with tact, professionalism, confidentiality, and sound judgment.

Document, Track & Improve

• Accurately document patient services and interactions in the electronic medical record.

• Track and manage data related to the patient navigation program to demonstrate outcomes and monitor service quality.

• Generate reports related to patient navigation program performance as requested by the manager or designee.

• Participate in quality improvement initiatives designed to enhance patient access, service, safety, and outcomes.

• Promote staff and patient safety and cultural diversity through daily operations and personal performance.

• Identify opportunities to improve processes and find more effective ways to support patients and care teams.

Bring Flexibility & Leadership to the Team

• Adapt to changing priorities, accept new assignments, and approach new challenges with flexibility and enthusiasm.

• Look for opportunities to learn new skills, improve workflows, and help others learn new tasks.

• Evaluate and maintain nursing practice in accordance with professional standards, guidelines, applicable statutes, rules, regulations, and organizational expectations.

• Provide age-appropriate service and demonstrate the knowledge and skills necessary to meet patients’ physical, psychosocial, educational, and safety needs.

• Perform other duties as assigned.

Compliance & Professional Excellence

• Maintain current knowledge of applicable statutes, regulations, guidelines, and standards necessary to perform job responsibilities.

• Comply with the organization’s Code of Conduct, Corporate Compliance Plan, and Compliance Policies and Procedures, including all required training.

• Participate in compliance activities under the direction of the Department Manager and Corporate Compliance Officer.

• Consistently represent the organization with professionalism, integrity, and a commitment to patient-centered care.