Concierge Patient Navigator for Complex Populations

Duke Clinical Research Institute; Durham (NC); On-site; USD 52,000 - 78,000; Full time

Job summary

Duke Health is seeking a Patient Navigator Special Patient Population to coordinate access to care, logistics, and support services, serving as the primary non-clinical contact across the care continuum for diverse patient populations. This role emphasizes concierge-level care and personalized care plans through collaboration with interdisciplinary teams.

The navigator will design culturally responsive care experiences, manage complex cross-cultural interactions, and work to remove barriers to

Qualifications

• Three years of experience in healthcare operations, patient navigation, care coordination, hospitality, customer service, international services, or a related field.

Responsibilities

• Serve as the primary navigator and advocate for assigned patients and families, providing a personalized, high-touch care experience that supports patients from intake through completion of care.
• Ensure comprehensive, timely, and seamless care through development and support of care plans, coordination with physicians, clinical teams, nurse coordinators, financial coordinators, sponsors, embassy representatives, and external partners to address patient needs and remove barriers.
• Exhibit extensive understanding of patient care and health system pathways and serve as a conduit between patient and providers to address medical and psychosocial needs.
• Facilitate clear, responsive communication among patients, families, providers, care teams, sponsors, and external partners to promote alignment, continuity, and confidence throughout the care journey.
• Reinforcing patient education to facilitate active participation in decision making in care.
• Anticipate patient and family needs, proactively identify potential barriers to care, and coordinate timely solutions that support continuity of care and an effortless patient experience.
• Design and deliver culturally responsive care experiences that thoughtfully integrate each patient's cultural, religious, linguistic, and personal preferences into the care plan and overall patient experience.
• Navigate complex, cross-cultural patient interactions with exceptional cultural intelligence, adaptability, discretion, and interpersonal effectiveness, including sensitive or high-profile situations.
• Leverage institutional resources and cross-functional partnerships to coordinate specialized patient, family, and sponsor needs and deliver a differentiated, concierge-level care experience.
• Use patient feedback, service trends, documentation, and program data to support quality improvement, process redesign, program development, and service enhancements that strengthen the patient journey.

Skills

Care coordination

Patient navigation

Healthcare operations

Customer service

Hospitality

International services

Education

Bachelor's degree in Healthcare Administration

Job description

Duke Health is seeking a Patient Navigator Special Patient Population to coordinate access to care, logistics, and support services, serving as the primary non-clinical contact across the care continuum for diverse patient populations. This role emphasizes concierge-level care and personalized care plans through collaboration with interdisciplinary teams.

The navigator will design culturally responsive care experiences, manage complex cross-cultural interactions, and work to remove barriers to