Registered Nurse Navigator - ED Patient Experience

Indiana University Health; Avon (IN); On-site; USD 65,000 - 90,000; Full time

Job summary

Indiana University Health in Avon, IN is seeking an RN Navigator for the ED to advocate for patients and families, coordinate care, and enhance the overall experience during the visit. You will conduct proactive rounding, support service recovery, and collaborate with clinicians to ensure timely testing, discharge planning, and clear communication throughout the ED journey.

Qualifications include ASN, RN license in Indiana, BLS, and 3–5 years of experience; BSN is preferred.

Qualifications

• ASN is required
• BSN is preferred
• Active RN license in Indiana or NLC RN license
• 3–5 years of experience preferred
• Basic Life Support (BLS) certification required
• Other advanced life support certifications may be required per unit/department
• Familiarity with medical terminology and record-keeping policies

Responsibilities

• Proactive rounding on patients and families in the ED to assess needs and provide updates
• Coordinate care needs and facilitate delivery across the patient care continuum
• Analyze patient experience data and collaborate on improvement initiatives in partnership with ED leadership
• Serve as liaison between patients, families, clinical staff, and leadership to ensure clear communication

Education

ASN

BSN preferred

Job description

Overview

Registered Nurse Navigator - ED Patient Experience

Job Summary

The Registered Nurse Navigator - ED Patient Experience serves as a dedicated patient advocate within the Emergency Department, focused on enhancing the overall patient and family experience during their ED visit. This role combines direct patient engagement, service recovery, care coordination, and patient experience analytics to improve satisfaction, support operational excellence, and ensure timely, patient-centered care.

Key Responsibilities

Patient Experience & Rounding

• Conduct proactive rounding on patients and families in treatment rooms and waiting areas throughout the Emergency Department.
• Assess patient and family needs, answer questions, provide updates, and address concerns to ensure a positive patient experience.
• Perform service recovery interventions and elevate concerns when appropriate.
• Foster meaningful patient interactions that build trust, reduce anxiety, and improve patient satisfaction.

Care Coordination & Navigation

• Coordinate the care needs of assigned patients and facilitate care delivery across the patient care continuum.
• Collaborate with physicians, nurses, social workers, ancillary departments, and other healthcare professionals to ensure timely testing, treatment, and disposition planning.
• Assist patients and families in understanding their care plans, treatment expectations, and next steps in the care journey.
• Advocate for patients to ensure individual needs and preferences are recognized and addressed.
• Balance care needs and financial considerations to support efficient and effective patient care delivery.

Patient Experience Analytics & Process Improvement

• Analyze patient experience data, survey results, and operational metrics to identify trends, opportunities, and areas for improvement.
• Utilize patient feedback to develop recommendations that enhance satisfaction, communication, and operational performance.
• Participate in departmental initiatives focused on improving quality, patient throughput, service excellence, and overall patient experience outcomes.
• Collaborate with Emergency Department leadership to implement and monitor patient experience improvement strategies.

Communication & Relationship Management

• Serve as a liaison between patients, families, clinical staff, and leadership.
• Promote clear, compassionate, and timely communication throughout the patient encounter.
• Support a culture of patient-centered care and service excellence within the Emergency Department.

Schedule

• Preferred Hours: 12:00 PM - 10:00 PM
• Schedule: 4 ten-hour shifts per week (4x10s)
• No weekend requirement
• Position designed to provide coverage during peak Emergency Department patient volume and activity

Qualifications

• Requires an Associates of Nursing (ASN).
• Bachelors of Nursing (BSN) preferred.
• Requires an active Registered Nurse (RN) license in the state of Indiana or an active Nurse Licensure Compact (NLC) RN license.
• Requires that the RN has graduated from a nationally accredited nursing program. 3-5 years of experience preferred.
• Requires Basic Life Support certification through the AHA.
• Other advanced life support certifications may be required per unit/department specialty according to patient care policies.
• Specialty certifications may be required per unit/department specialty in accordance with the department provision of care.
• Requires knowledge of personal computers using various types of word processing and database software.
• Requires clinical work experience, medical terminology.
• Requires understanding of medical record requirements, regulations and policies.

We are an equal opportunity employer. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.