Patient Experience Navigator

AdvantageCare Physicians; New York (NY); On-site; USD 37,000 - 51,000; Full time

Job summary

AdvantageCare Physicians in the New York metropolitan area is seeking a Patient Ambassador to enhance the overall patient experience across our care journey. You will identify service gaps, guide patients, promote digital engagement, and partner with office leadership to improve satisfaction and operational responsiveness.

The role requires about 2 years in healthcare or hospitality customer service, strong communication, problem solving, and knowledge of HIPAA and healthcare administration.

Qualifications

• 2 years of experience in customer service in the healthcare or hospitality industry
• Able to exercise initiative, judgment and problem solving
• Able to develop and maintain effective relationships with administrative and clinical staff members, clients, regulators and patients.
• Knowledge of healthcare administration, patient service recovery philosophy, policies and operation procedures
• Knowledge of insurance plan benefits related to patient care
• Knowledge of governmental regulations and reimbursement requirements
• Knowledge of HIPPA guidelines/practices/procedures
• Knowledge of computer systems and applications
• Strong communication skills, both written and verbally

Responsibilities

• Works directly with the Practice Administrator and Nurse Manager, if needed, to improve the patient experience during every encounter by anticipating patient needs and when needed, offering tailored patient recovery for missed or unexpected events. Promotes a positive experience by providing direction through the patient journey. Leads real-time service recovery for patients experiencing delays, dissatisfaction, confusion, or unexpected changes in care, partnering with office leadership and clinical teams to resolve concerns promptly. Assists and supports patients through the grievance process providing a mutually agreeable solution.
• Proactively rounds in patient-facing areas to identify patients who may need assistance, reassurance, direction, or escalation before concerns become complaints. Serves as a patient advocate and navigator by helping patients understand next steps in their visit, access follow-up resources, and move smoothly through the care experience.
• Reviews and responds to patient complaints as expressed in person or through the Patient Experience surveys. Problem solves on behalf of the patient and works to resolve patient issues.
• Identifies and reports on patient satisfaction trends and patterns to be addressed. Works in conjunction with the medical office leadership to identify the cause of the problems and propose solutions.
• Coaches and supports front-desk and care team staff in patient-centered communication, deescalation techniques, and consistent service behaviors. Promotes digital engagement and self-service adoption by educating patients on MyChart, kiosks, tablets, and other tools in a way that improves confidence and access—not simply completing the task for them.
• Supports patient experience initiatives by participating in action plans aimed at improving satisfaction scores, reducing complaints, and strengthening the overall office experience. Meets with regional operational leadership and Chief Operating Officer to identify opportunities for patient experience improvement.
• Performs other job-related duties as required including periodic webinar-based education on the patient experience, de-escalation techniques and Epic check in applications.

Skills

Customer service

Healthcare experience

Communication skills

Problem solving

Interpersonal skills

Job description

AdvantageCare Physicians in the New York metropolitan area is seeking a Patient Ambassador to enhance the overall patient experience across our care journey. You will identify service gaps, guide patients, promote digital engagement, and partner with office leadership to improve satisfaction and operational responsiveness.

The role requires about 2 years in healthcare or hospitality customer service, strong communication, problem solving, and knowledge of HIPAA and healthcare administration.