Destination Care Navigator

• Serve as the primary non-clinical point of contact for domestic and international patients and families
• Coordinate multi-specialty, multi-appointment schedules across several CommonSpirit facilities and service lines
• Escort patients to appointments when needed to provide wayfinding support, ensure a smooth experience, and provide interpretation support (if certified) as appropriate/needed
• Provide culturally sensitive communication and hospitality to patients from diverse backgrounds
• Assist patients with understanding the flow of care, appointment expectations, facility layout, and visit logistics
• Model service excellence and support a culture of continuous improvement and collaboration
• Collect, organize, and transmit medical records, imaging, referrals, and related documentation for clinical review
• Assist with gathering financial documents and coverage information (e.g. letters of guarantee, insurance card information, etc.) to support scheduling readiness and financial workflows
• Maintain accurate and timely documentation within the appropriate technology applications and systems to track navigation updates throughout patients’ journeys while onsite and in a CommonSpirit facility
• Track and communicate key milestones with patients, families, and internal stakeholders
• Provide guidance and coordination for travel, lodging, transportation, interpretation, and general logistical needs for all patient populations, including out-of-state, cross-regional, and international travelers
• Work with hospital transfer centers to support logistics related to international air ambulance transfer and direct admission requests
• Offer real-time logistical support when urgent or time-sensitive needs arise (e.g. last-minute appointment changes)
• Facilitate communication among clinical teams, care management, social work, scheduling, imaging, procedural teams, and administrative partners
• Maintain positive relationships with referring providers, employers, payers, and community organizations, ensuring continuity and transparency
• Serve as a liaison for global sponsors, international offices, foreign ministries, embassies, and global assistance companies when relevant
• Participate in cross-market initiatives that strengthen destination care access, care pathways, operational consistency, and service delivery
• Identify patterns, inefficiencies, or barriers in navigation workflows
• provide recommendations for improvement
• Contribute to outreach efforts, presentations, and materials that promote destination care services internally or externally
• Support strategic planning efforts that enhance patient experience and operational excellence
• Assist in onboarding new Coordinators and Navigators across multiple markets
• Participate in cross-training as needed to support related destination care business functions critical to supporting patient experience, throughput, and maintain operations
• Provide peer coaching, shadowing opportunities, and support in understanding workflows, systems, and customer-service standards
• Share best practices to ensure consistency across facilities participating in destination care

• Bachelor's degree in related field (healthcare, business, communications, international studies, hospitality) or
• Five (5+) years of experience delivering concierge-level patient or client services in a complex medical or hospitality environment, upon hire

• Degree in a medical field or equivalent and 4-6 years Experience in destination medicine, international patient services, complex specialty care coordination, concierge healthcare, or high-complexity logistics planning within a healthcare environment., upon hire
• Experience supporting high-acuity, multi-specialty, high profile, or cross-market patient navigation within a large multi-site health system., upon hire
• Experience working with self-pay programs., upon hire
• Experience with international sponsorships, and governmental/embassy payers., upon hire
• Certification in medical interpretation and/or medical translation, upon hire

health/dental/vision, FSA, matching retirement plans, paid time off, tuition assistance, adoption assistance