Patient Navigator- Senior (Ashford Oaks Concierge Medicine)

The Senior Patient Care Navigator delivers a concierge-level patient experience by guiding individuals and families through complex healthcare pathways with professionalism, empathy, and discretion. This role manages high-priority referrals, ensuring seamless coordination of care from initial contact to follow-up. The Navigator facilitates communication among patients, caregivers, and multidisciplinary teams, promptly resolves patient concerns or complaints, and ensures adherence to all institutional, regulatory, and medical compliance standards. Through expert navigation, personalized support, and proactive service, the Senior Patient Care Navigator enhances patient satisfaction, safety, and continuity of care.

FLEXIBLE HOURS ARE NEEDED BETWEEN 7am-6pm

• Deliver concierge-level navigation services for high-priority, executive, donor, or complex patient referrals, ensuring a seamless experience from initial contact through follow-up care.
• Serve as the primary liaison for sensitive or escalated referrals, coordinating communication between referring providers, specialists, leadership offices, and patients while maintaining discretion and professionalism.
• Manage complex or time-sensitive patient concerns and complaints, providing thorough follow-up, documentation, and resolution in alignment with institutional policies and patient experience standards.
• Coordinate advanced supportive care services - including transportation, lodging, financial/charity resources, and community programs - while balancing efficiency, cost-effectiveness, and patient-centered needs.
• Ensure accurate, comprehensive documentation in the Electronic Health Record (EHR), monitor referral work queues, and oversee timely closure of complex or high-risk cases.
• Evaluate patient barriers to care and implement individualized solutions; escalate clinical, operational, or compliance concerns to appropriate leaders or departments when required.
• Collaborate closely with physicians, nurses, allied health professionals, and administrative leaders to ensure referrals are triaged, prioritized, and assigned appropriately.
• Review and analyze referral patterns, patient volumes, and service utilization trends to identify workflow challenges and opportunities for process improvement.
• Maintain up-to-date knowledge of insurance processes, medical terminology, community resource networks, and regulatory/medical compliance requirements relevant to navigation activities.
• Participate in community engagement, institutional events, or donor-related activities representing the organization with professionalism and tact.
• Support training and onboarding of new navigators or coordinators by serving as a content expert for referral workflows, communication standards, and navigation best practices (non-supervisory).
• Coordinate accurate reporting related to grant-funded programs, patient-supportive expenditures, and referral metrics; prepare summaries to support quality improvement and compliance needs.
• Uphold HIPAA, medical compliance, and institutional standards, ensuring all interactions, communications, and documentation meet regulatory and organizational expectations.
• Perform other related duties as assigned to support patient navigation operations and high-quality patient experience.
• Advanced ability to navigate complex clinical and social support pathways, coordinating services with precision, empathy, and sound judgment.
• Deep understanding of healthcare systems, clinical workflows, community resources, insurance processes, and regulatory/compliance requirements.
• Excellent communication and interpersonal skills, with the ability to engage effectively with patients, executives, providers, and multidisciplinary teams in sensitive or high-stakes situations.
• Demonstrated capability to resolve patient concerns or complaints with professionalism, discretion, and a concierge-level service approach.
• Strong organizational, analytical, and planning skills, with the ability to manage multiple priorities and time-sensitive requests in a fast-paced environment.
• Proven ability to maintain strict confidentiality of patient information and uphold HIPAA, institutional policies, and medical compliance standards.
• Consistently patient-centered approach when supporting diverse individuals with varying needs and barriers.
• Skill in building collaborative relationships and influencing outcomes across teams, departments, and external stakeholders.
• Proficiency in electronic health records (EHR), patient-navigation platforms, and Microsoft Office Suite, with the ability to adapt to emerging technologies and systems.

EDUCATION:

Bachelor's degree is required

This position may require the ability to maintain the security and integrity of UT San Antonio and its infrastructure per Texas EO-GA-48.

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of higher education, biomedical discovery and healthcare within one visionary institution. As the third-largest research university in Texas and a Carnegie R1-designated institution, UT San Antonio is a model of access and excellence - advancing knowledge, social mobility and public health across South Texas and beyond. UT San Antonio serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education and more. With 17,000 faculty and staff, UT San Antonio has been recognized by Forbes as one of America’s Best Employers for Company Culture .

Benefits Overview

UT Health San Antonio offers an excellent benefits package for its employees. Employees who work at least 20 hours a week, with an appointment of at least 4.5 months, are eligible for benefits.

Medical - UT SELECT Medical insurance is offered free for employees and administered by Blue Cross and Blue Shield of Texas. Family members can be added to the plan through payroll deduction. Employees and their dependents can also receive discounted copays and coinsurance when using UT Health Physicians, a network of 800 premier physicians including more than 100 specialists. Employees receive $50,000 of group term life insurance and $50,000 of basic accidental death and dismemberment insurance for free, with options to purchase additional employee and dependent coverage for both at group rates.

Dental - Three dental insurance plan options are available for employees and their families through Delta Dental Insurance Company, two PPOs and one dental HMO plan. Both PPO plans allow employees to choose any licensed dentist.

Vision - Fully insured Vision Care benefits are offered by Superior Vision Services. Two vision plan options that offer either standard or enhanced vision benefits.

Disability - Employees can enroll in the Disability Insurance which provides income if a non-work related illness or injury prevents you from working.

FSAs - Employees can enroll in flexible spending accounts (FSAs) to set aside money from earnings before taxes for qualifying dependent day care expenses or out-of-pocket health care expenses.

Retirement - Employees are eligible for either the Teacher Retirement System (TRS) or the Optional Retirement Plan (ORP). TRS is a defined benefit retirement plan which UT Health matches employee contributions. ORP is for eligible faculty staff employees. Voluntary retirement programs are also available to invest before- or after-tax dollars with the choice of five quality retirement plan providers.

Time Off - A generous leave program offers multiple paid leave options:

• Front-loaded Paid Time Off: 128 to 208 hours (16 to 26 days) of Paid Time Off based on years of service, given at the start of each fiscal year. PTO may be prorated in year one based on date of hire.
• Extended Illness Bank: 8 hours (1 day) accrued per month which can be used for illness or injury after one day of Paid Time Off is taken.
• Paid Family Leave: Up to 240 hours (6 weeks) to care for a spouse, child, or parent after 6 months of consecutive employment.
• Holidays: 12 set paid holidays each year.

Discounts - Employees enjoy a range of discounts on services, tickets, and gym membership.

EEO Statement

UT Health San Antonio is an equal employment opportunity and affirmative action employer. It is our policy to promote and ensure equal employment opportunity for all individuals without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, or veteran status.