Emergency Department Patient Experience Navigator in Lumberton, North Carolina at Southeastern Health

POSITION SUMMARY: The Emergency Department (ED) Patient Experience Navigator is responsible for enhancing the patient and family experience in the Emergency Department, with a primary focus on the ED lobby. This role conducts proactive patient rounds to assess comfort, address concerns, provide updates within scope, and escalate issues to nursing or provider staff as appropriate. During periods of low lobby census, the Navigator will extend rounding to ED treatment areas. The Navigator obtains real-time feedback, works to resolve dissatisfaction when possible, and partners with the clinical team to support a safe, compassionate, and patient-centered environment.

EDUCATION, CREDENTIALS, TRAINING and EXPERIENCE:

Minimum Required:

High school diploma or equivalent. Direct patient care role required.

Current Basic Life Support (BLS) certification from an American Heart Association (AHA).

Previous experience as a CNA, patient care technician, or similar direct patient care role required.

Preferred:

Current Certified Nursing Assistant (CNA) certification.

Additional coursework in healthcare, social services, or customer service.

Experience in an Emergency Department or acute care setting.

Customer service, patient experience, or hospitality experience strongly preferred.