Destination Care Navigator

CommonSpirit Health•Phoenix, AZ

12d•Onsite

About The Position

The Destination Care Patient Navigator is a senior-level, non-clinical, onsite patient-facing role responsible for delivering concierge-level navigation services to domestic, international, and high profile patients seeking specialty care across multiple CommonSpirit Health markets. This role functions as a single, centralized point of contact for patients, families, referring providers, and ensures a seamless experience throughout every stage of the care journey. Navigators coordinate complex, multi-specialty appointments and multi-step logistical needs; facilitate gathering of important documents to support operational and financial workflows (e.g. embassy authorization); and troubleshoot operational barriers when they arise. Navigators are expected to provide culturally informed guidance and, when needed, escort patients directly to appointments to ensure comfort, safety, and clarity in unfamiliar environments. In addition to daily coordination responsibilities, Navigators also support strategic initiatives, provide input into workflow optimization, contribute to service-line expansion for destination care, and participate in training and onboarding of new staff. This position requires participation in a rotating schedule of nights, weekends, holidays, to provide on-call coverage (via phone) to support patients across time zones.

Requirements

Bachelors
Bachelor's degree in related field (healthcare, business, communications, international studies, hospital ity) or 4-6 years
Five (5+) years of experience delivering concierge-level patient or client services in a complex medical or hospitality environment, upon hire

Nice To Haves

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
1-3 years Experience supporting high-acuity, multi-specialty, high profile, or cross-market patient navigation within a large multi-site health system., upon hire
1-3 years Experience working with self-pay programs., upon hire
Experience with international sponsorships, and governmental/embassy payers., upon hire
Certificate Other Certification in medical interpretation and/or medical translation, upon hire
Health Care Interpreter

Responsibilities

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.