Patient Navigator Manager

We are looking for a Patient Navigator Manager leads the delivery of a seamless, personalized, and coordinated patient experience throughout the healthcare journey. The role oversees patient navigation services, ensuring effective coordination of appointments, clinical and non-clinical services, patient concerns, and continuity of care.

The role works closely with the Blue Coat Team, supporting regular patients and guests providing premium concierge-level services to VIP, executive, international, and high-profile patients.

Key Responsibilities

• Lead and oversee patient journey and navigation services across the healthcare network.
• Ensure smooth coordination of appointments, diagnostic procedures, specialist consultations, admissions, discharges, and follow-up care.
• Collaborate with physicians, nurses, allied health professionals, and administrative teams to facilitate timely patient care.
• Address patient concerns, service gaps, and complaints and facilitate appropriate service recovery.
• Monitor and improve patient satisfaction and overall patient experience.
• Coordinate Red Coat services, including patient welcoming, escorting, wayfinding, and patient flow.
• Manage White Glove concierge services for VIP, executive, and international patients with discretion and professionalism.
• Maintain strong coordination with senior leadership and medical teams for VIP patient requirements.
• Ensure compliance with patient privacy, confidentiality, healthcare regulations, and organizational policies.
• Maintain patient navigation records and prepare reports on patient experience and service performance.
• Lead or participate in quality improvement and service excellence initiatives.

Qualifications

• Bachelor's degree in Nursing, Healthcare Administration, Hospitality Management, Psychology, Social Work, or a related field.
• Registered Nurse license is an advantage.
• 3–5 years of experience in healthcare, patient services, customer experience, concierge services, or hospitality.
• Experience in hospital operations, patient coordination, or case management is preferred.
• Exposure to VIP or executive client service environments is highly desirable.
• Strong understanding of healthcare workflows, patient experience, privacy, and confidentiality.
• Excellent interpersonal, communication, coordination, problem-solving, and conflict-resolution skills.
• Strong professionalism, empathy, discretion, and attention to detail.