Registered Nurse Navigator - ED Patient Experience

IU Health; Avon (IN); On-site; USD 65,000 - 95,000; Full time

Job summary

IU Health in Avon, Indiana seeks a Registered Nurse Navigator to enhance the patient and family experience in the Emergency Department. The role blends direct patient engagement, care coordination, and experience analytics to improve satisfaction and care efficiency.

Responsibilities include rounding on patients, coordinating tests and disposition, and communicating treatment expectations. Requires ASN, IN RN license, and BLS; BSN preferred with 3–5 years of RN experience.

Qualifications

• ASN required to practice as RN in Indiana.
• BSN preferred by employer.
• Active RN license in Indiana or NLC required.
• 3–5 years of RN experience preferred.
• BLS certification required; other ALS certifications per unit may be needed.

Responsibilities

• Conduct proactive rounds in ED to assess patient and family needs.
• Coordinate care across physicians, nurses, social workers, and other teams.
• Analyze patient experience data to identify trends and opportunities.
• Serve as liaison to promote clear, compassionate communication with patients and families.

Skills

ASN

BSN preferred

RN license IN/NLC

BLS certification

Medical terminology

Education

Associate Degree in Nursing (ASN)

BSN preferred

Tools

Medical records systems

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.

The RN Navigator proactively rounds on patients throughout the Emergency Department, including both treatment rooms and waiting areas, addressing concerns in real time, facilitating communication, and identifying opportunities to improve the patient experience. This position partners closely with clinical and operational teams to support efficient patient flow, enhance communication, and drive continuous improvement initiatives based on patient feedback and experience data.

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.