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General Summary of Position
Serves as liaison between patients and hospital staff. Solicits information, concerns, questions, and criticism regarding our services from the patients and their associates. Strengthens the relationship of the organization with patients, families and community physicians. Enhances the total patient care experience by providing individualized and personal care to each customer. Primary Duties and Responsibilities
Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.Keeps open communication with all departments to improve and foster the patient care principles.Participates in multidisciplinary quality and service improvement teams.Prepares a report that lists issues encountered, their status, and disposition including reports regarding lost or stolen items, on a monthly basis to the Director Safety/Risk Management.Maintains and accurate and up-to-date database. Prepares project information sheets, timelines, project hours reports, evaluations, and status reports accurately and in the requested time period.Interacts with patients and families by phone or in person. Provides support to the patient and associates during service processing by showing concern, being informative, and expediting issue resolution and problem solving.Participate in marketing strategies within the community to promote the services of the hospital and navigation program. Strengthen the hospital relationship with community physicians.May assists in referring patients to appropriate medical services based on patient condition, availability of services and insurance benefits. May make appropriate referrals to within the MedStar system as a first priority whenever possible. Focused on enhancing internal revenue.Inpatient: Alerts Risk Management department to situations that may have legal repercussions. Conducts formal investigations and follow-up on patient complaints as per Patient Complaint/Risk Management Program Guidelines.Emergency: Rounds on patients in the Emergency Department with the goal of marketing the services of the navigator program and other hospital programs/physicians.
Minimum Qualifications
Education
- High School Diploma or GED required or
- Bachelor's degree preferred
Experience
- Related healthcare or customer service experience required
- One year of relevant professional-level work experience may be substituted for one year of required education.
Licenses and Certifications
- No special certification, registration or license required
Knowledge, Skills, and Abilities
- Strong verbal and written communication skills.
- Proficient in computer skills preferred.
- Strong people skills to include marketing, problem solving, resourcefulness, customer service and service recovery skills.
This position has a hiring range of $23.19 - $40.61
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MedStar Health
Aug 09, 2025