Complex Care Navigator

University of Utah Health; Salt Lake City (UT); On-site; USD 50,000 - 70,000; Full time

Job summary

University of Utah Health seeks a patient care coordinator to manage complex scheduling, tests, and multi-specialty appointments across the care journey.

The role serves as the primary liaison between patients and clinical teams, coordinating with internal and external providers to ensure seamless care and timely documentation.

Qualifications

• Associate’s degree or equivalent healthcare coordination experience.
• Experience coordinating complex patient care preferred.
• Familiarity with Epic scheduling and referrals processes.

Responsibilities

• Coordinate care across providers and settings for chronic/high-acuity patients.
• Serve as primary liaison between patients, physicians, and clinical teams.
• Manage scheduling, referrals, and prior authorizations.

Skills

Epic scheduling

Insurance knowledge

Multidisciplinary care

Communication

Organization

Education

Associate’s degree or two years’ healthcare coordinator experience

Tools

Epic

Microsoft Office

Job description

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

This position serves as the primary contact and care coordinator for complex patients through an extended course of treatment. Responsibilities include managing the coordination of care, such as scheduling multi-specialty appointments, advanced imaging, and diagnostic testing. The role involves continuous interaction with patients throughout their treatment journey, anticipating, recognizing, and solving issues, acting as a liaison between patients and the healthcare system, responding to patient inquiries, and facilitating the resources necessary for optimal patient care. This role requires close collaboration with multiple healthcare disciplines across the institution and with other organizations at a high level to ensure the best possible outcomes for patients. The coordinator receives minimal guidance and often exercises independent judgment in handling intricate patient scheduling needs.

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

This position serves as the primary contact and care coordinator for complex patients through an extended course of treatment. Responsibilities include managing the coordination of care, such as scheduling multi-specialty appointments, advanced imaging, and diagnostic testing. The role involves continuous interaction with patients throughout their treatment journey, anticipating, recognizing, and solving issues, acting as a liaison between patients and the healthcare system, responding to patient inquiries, and facilitating the resources necessary for optimal patient care. This role requires close collaboration with multiple healthcare disciplines across the institution and with other organizations at a high level to ensure the best possible outcomes for patients. The coordinator receives minimal guidance and often exercises independent judgment in handling intricate patient scheduling needs.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

Essential Functions

• Coordinates patient care across different providers, specialties, and care settings. Focuses on chronic and high-acuity cases to ensure integrated, continuous treatment.
• Serves as the primary liaison between patients, internal and external physicians and clinical teams, assessing patient needs, triaging calls, and providing detailed clinical and procedural information.
• Manages surgery scheduling, including placing case requests, securing OR times, coordinating with reps for specialized supplies, and ensuring accurate documentation.
• Oversees referral work queues, manages and expedites referrals, and ensures the accurate and timely completion of prior authorizations for tests, imaging, and procedures.
• Collaborates with external providers to obtain medical records, images, and labs for new and return patients.
• Maintains clinic reports, manages waitlists, reconciles visits, and updates all patient-facing documentation.
• Educates patients on procedural expectations, clinic resources, and financial requirements through MyChart messages and other communication channels.
• Manages Epic work queues for advanced level scheduling, addresses non-medical MyChart inquiries, and oversees all e-faxes and outreach workflows.
• Scrubs clinic schedules to confirm procedural accuracy and verify receipt of all necessary records and imaging.
• May be required to support and coordinate patient needs with internal and external programs.
  
  

Knowledge / Skills / Abilities

• In-depth knowledge of Epic system scheduling and referrals and template development, and management.
• In-depth understanding of insurance benefits, authorizations, and appeals processes.
• Proficient with surgical case coordination and multidisciplinary care.
• Proficient in all Microsoft suite products. (Word, Excel, Outlook, Teams, Etc.)
• Strong coordination and organizational skills.
• Excellent communication and liaison skills.
• Ability to handle complex scheduling and patient support tasks.
• Ability to provide detailed instructions and support to patients and clinical team members.
• Ability to coordinate between specialties for complex cases.
• Ability to facilitate effective communication between patients, physicians, and clinical staff.
  
  

Required

Qualifications

• Associate’s degree or two years’ healthcare coordinator experience.
• Minimum of 3 years of experience in healthcare coordination or an administrative role.
  
  

Qualifications (Preferred)

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This position involves light work that may exert up to 20 pounds and may consistently require light work involving lifting, carrying, pushing, pulling, or otherwise moving objects. This position involves standing for extended periods of time and is not exposed to adverse environmental conditions.
  
  

Physical Requirements

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking