Health System Navigator

Responsible for developing and maintaining relationships within assigned health systems, patients, and families, aligning with VITAS core mission and values. Apply a consultative approach to educate medical professionals, patients, and families about hospice services, ensuring timely access to end-of-life care.

• Become a subject matter expert on Medicare Hospice Benefit, VITAS services, disease-specific clinical criteria, and evidence-based medicine.
• Coordinate care and communicate with health system members, VITAS team, and community entities regarding patient status, referrals, discharges, hospital readmissions, and hospice revocations.
• Support patients, families, and admission nurses during the admission process.
• Assist readmitted patients and families by coordinating care with the VITAS team.
• Develop and sustain consultative relationships with accounts and referral sources, utilizing effective customer contact and service skills.
• Address customer feedback by investigating, developing solutions, and collaborating on resolutions with management.
• Leverage provided resources and CRM tools for success, maintaining daily CRM updates to capture account needs.
• Use educational tools and devices to enhance customer understanding and support strategy execution with a sense of urgency.
• Maintain professional knowledge by reviewing publications, networking, and staying current with healthcare changes.

• Proactively apply coaching feedback to improve skills.
• Collaborate effectively with VITAS team members across various disciplines and attend team meetings at least twice quarterly.
• Complete administrative duties timely, including expense reports and payroll entries.
• Communicate professionally via verbal, written, and electronic means.
• Perform other duties as assigned, supporting the overall mission.

• Minimum three years of experience in customer service or healthcare.
• Strong presentation, negotiation, and relationship-building skills.
• Ability to work in a team environment, demonstrating accountability.
• Critical thinking and solution creation skills.
• Military or volunteer experience is a plus.
• Track record of exceeding goals or expectations.
• Excellent customer service, urgency, and problem-solving skills.
• Strong time management and organizational skills.
• Ability to build relationships and educate to facilitate hospice care access.
• Interpersonal skills at all organizational levels.
• Excellent communication skills, both oral and written.
• Flexibility to work outside normal hours, including evenings and weekends.
• Proficiency with CRM, Outlook, Word, Excel, PowerPoint, and iOS devices.
• Ability to develop clinical knowledge for effective care transitions.
• High ethical standards, patient/customer focus, and reliable transportation.

High school diploma or equivalent required; associate or bachelor’s degree preferred.

Reasonable accommodations will be provided to enable individuals with disabilities to perform essential functions.