Position Summary
The Outpatient Navigator is responsible for coordinating post-emergency department (ED) follow-up care for recently discharged patients. This role serves as a critical bridge between the emergency department, primary care providers, specialists, and community resources to improve continuity of care, reduce avoidable readmissions, and enhance patient outcomes.
The ideal candidate is a clinically experienced and patient-centered healthcare professional with strong communication, organizational, and care coordination skills. Candidates must possess experience as a Medical Assistant (MA) or Licensed Practical Nurse (LPN).
Key Responsibilities
- Review emergency department discharge reports and identify patients requiring outpatient follow-up.
- Contact discharged patients to assess needs, reinforce discharge instructions, and coordinate timely follow-up appointments.
- Schedule appointments with primary care providers, specialists, imaging, laboratory services, or other ancillary services as appropriate.
- Assist patients with barriers to care including transportation, insurance concerns, medication access, or community resource needs.
- Educate patients on treatment plans, medications, follow-up recommendations, and warning signs requiring further medical attention.
- Collaborate with physicians, nursing staff, care managers, and outpatient practices to ensure seamless transitions of care.
- Document all patient outreach, care coordination activities, and follow-up outcomes in the electronic medical record (EMR).
- Monitor high-risk patient populations and escalate concerns to clinical leadership when necessary.
- Support organizational goals related to patient satisfaction, quality metrics, and reduced ED utilization/readmissions.
Qualifications
Required:
- Current certification/licensure as one of the following:
- Medical Assistant (MA)
- LPN
- Minimum of 2 years of clinical healthcare experience.
- Experience in emergency department, ambulatory care, care coordination, case management, or population health preferred.
- Strong interpersonal and communication skills.
- Ability to multitask and manage high patient outreach volumes.
- Proficiency with electronic medical records (EMR/EHR) systems.
Preferred:
- Experience with transitional care management or patient navigation programs.
- Knowledge of insurance authorization processes and community resources.
- Bilingual abilities are a plus.
Skills & Competencies
- Patient-centered communication
- Care coordination and navigation
- Critical thinking and problem-solving
- Time management and organization
- Team collaboration
- Documentation accuracy
- Empathy and professionalism
Work Environment
- Primarily outpatient/office-based setting
- Frequent telephone outreach and EMR documentation
- Collaboration with emergency department and outpatient clinical teams
Goals of the Role
- Improve patient access to timely follow-up care
- Reduce unnecessary emergency department revisits
- Improve continuity of care and patient outcomes
- Enhance patient satisfaction and engagement