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Position Summary

The Patient Navigator serves as the primary point of contact for hospital referrals, guiding patients and families through the hospice decision-making process and transition to care. This role provides education regarding hospice services, conducts non-clinical assessments, directing admission and discharge planning activities, and facilitates communication among patients, families, referral sources, and internal teams. The Patient Navigator plays a critical role in advancing referrals to admission while serving as a trusted resource and Navian’s authorized point of contact for patients, families, and hospital partners. Success in this role requires the ability to independently evaluate and resolve complex and sensitive situations, build trust with patients and families, and exercise sound business judgment in managing multiple priorities in a fast-paced environment.

Primary Responsibilities

Patient & Family Engagement

• Serve as the primary point of contact for hospital referrals, providing education regarding Navian's hospice philosophy, services, benefits, levels of care, and what to expect throughout the transition to hospice care
• Meet with patients and families to facilitate goals-of-care conversations, address concerns, and support informed decision-making regarding end-of-life car
• Manage referrals from initial engagement through hospice election and admission readiness, exercising discretion in determining outreach strategy, sequencing of activities (eg. Communication, documentation, transition planning) and prioritization across referrals to support timely admissions

Referral Assessment and Admission Preparation

• Conduct non-clinical assessments to evaluate patient, caregiver, psychosocial, environmental, and discharge planning needs that may impact the transition to hospice care
• Review referral information and clinical documentation to gather information necessary for hospice eligibility review and physician certification processes
• Assess and evaluate discharge readiness, determine appropriate next steps to resolve identified barriers to admission, and escalate complex clinical, operational, or psychosocial concerns to appropriate team members as needed

Care Transition and Coordination

• Maintain a regular presence in assigned hospitals and facilities through referral follow-up, patient and family visits, participation in discharge planning activities, and collaboration with hospital staff and referral partners
• Direct and coordinate admission logistics and discharge planning activities, including transportation, durable medical equipment (DME), medications, supplies, facility placement, and other needs (eg. Selecting among available vendors, resources, and solutions and adjusting plans in real time) to ensure a timely and seamless transition to hospice care
• Collaborate with physicians, hospital staff, social workers, case managers, referral sources, intake staff, admissions staff, and hospice clinical teams to facilitate coordinated care

Documentation, Communication, and Compliance

• Obtain and maintain required admission documentation, consents, releases of information, referral records, and patient interaction notes, ensuring accuracy and completeness.
• Serve as the point of contact for referral status determinations, assess and communicate admission readiness to referral sources and internal team members, and adjusts transition plans as circumstances change
• Ensure all activities are performed in accordance with organizational policies, hospice admission standards, privacy requirements, and applicable regulatory guidelines

Knowledge and Skills Requirements

• Exceptional interpersonal and relationship-building skills with the ability to quickly establish trust and credibility with patients, families, referral sources, and healthcare professionals
• Demonstrated ability to facilitate difficult conversations, support informed decision-making, and effectively navigate emotionally sensitive situations
• Strong verbal and written communication skills, including the ability to communicate complex or sensitive information with professionalism, empathy, and clarity
• Strong organizational, time management, and prioritization skills with the ability to independently manage multiple referrals, competing priorities, and time-sensitive transitions simultaneously with minimal oversight
• Knowledge of hospice philosophy, hospice eligibility guidelines, end-of-life care principles, and healthcare transitions
• Strong critical thinking, problem-solving, and sound judgment with the ability to assess situations, identify barriers, and develop appropriate solutions
• Ability to work independently, exercise discretion, and adapt effectively in a fast-paced, changing healthcare environment
• Proficiency with electronic medical records (EMR), Microsoft Office applications, and other technology systems used to support referral and admission workflows
• Knowledge of healthcare regulations, privacy requirements, and documentation standards applicable to hospice services.

Experience and Education Requirements

• High school diploma or equivalent required
  • Additional education in healthcare, nursing, social work, human services, healthcare administration, or a related field preferred
• 3 years of experience in direct customer service required
• Experience working collaboratively with hospitals, physicians, skilled nursing facilities, case managers, social workers, and interdisciplinary healthcare teams preferred

Employment Requirements

• A legally compliant background check
• Drug screen & physical exam
• Valid Hawai’i Driver’s License
• Reliable transportation with valid registration and insurance
• TB clearance
• CPR BLS Certification

Working Conditions

• Indoors in hospitals and facilities throughout Oahu, as well as outdoors in varying weather conditions

Work Location

This position is based in the field, requiring travel to hospitals and facilities throughout Oahu using a personal motor vehicle

Hours

• Generally, Monday through Friday 8am-4:30pm
  • Position may require weekend, night, or holiday availability

Salary

$25-31.73 Hourly

About Us

Navian Hawaii is a legacy kama'aina nonprofit hospice and palliative care organization deeply committed to serving our community. For more than 44 years, we have demonstrated compassion, dignity, and excellence in delivering care to individuals and families facing serious illness and end-of-life journeys. We proudly extend our services across Oahu as well as in-patient at our Kailua Home (closed for renovation, re-opening 2027).