5 traits we look for in our care navigators (and why it makes a difference)
Engooden care navigators are not only the backbone of our company, but they are everyday superheroes for the patients we serve. They protect our patients, advocate for their health, and make a direct, positive impact on their lives every day. Our care navigators are invested in the wellbeing of their patients and cultivate long-term relationships with them through direct and consistent outreach. By fostering trust and a deep, emotional connection, our team uncovers care gaps, insights, and opportunities for interventions that are difficult to discover during a short office visit.
We measure our success by how much we improve the lives of our patients, which is why we carefully select the best-suited people to join our care navigator team. Working remotely with patients who are trying to navigate a complex healthcare system that includes providers such as physicians, payers, and ACOs requires a unique skill set.
Here are five traits we look for in Engooden care navigators.
It might go without saying but, empathy and compassion are two essential building blocks for the successful care navigator. Patients can feel uncomfortable or unheard in traditional clinical settings, which causes them to withhold critical details about their health. Our care navigators excel at allowing patients to feel seen, valued and that the symptoms they experience or problems they encounter are valid. It’s a big reason why we have an 88% patient retention rate.
Providing quality care for rising-risk populations is rewarding, but it can also be emotionally draining. Compassion fatigue can quickly become a hurdle when you connect with patients every day, coaching them through their treatment plans or helping them navigate appointments and prescriptions. Our patients rely on us to help see them through their needs, and care navigators must consistently maintain composure and confidence. With numerous internal programs in place to support our care navigators, they not only look out for their patients, but also look out for each other.
The relationship we build with our patients is the beating heart of our business, and we measure our success by how much a patient’s life improves because we are in it. Because of these lofty goals, efficiency and time-management are two pivotal skills used to be successful in this role. With a full patient workload, care navigators must be flexible and focused on details in order to notice changes in both workflow and with patient encounters so they can intervene with patients at the right time.
All of the patients who we serve live with multiple chronic conditions, and most are part of what we refer to as “rising-risk”- those who are managing their conditions but who are at risk of falling into a high-risk status without continued attention on their care at home. Our goal is to keep those patients from becoming high-risk by providing consistent outreach and custom care plans. Our care navigators are vocal about professional development and training opportunities. Whether it's learning more about chronic conditions like hypertension or gaining leadership skills, a healthy appetite for education is an excellent asset.
Many caregivers get the most satisfaction being in the room with a patient. While our care navigators excel at building lasting relationships with patients, the whole team works remotely. We work hard to keep our team connected through internal partner programs, monthly all-hands video calls and small team meetings, but being a self-starter is necessary to be a successful care navigator.
We have established a new standard of care for patients living with chronic conditions with consistent outreach, a human touch, and a custom care plan. If you’re interested in learning more about becoming a care navigator with Engooden, visit our careers page. And don't just take our word for it; see for yourself why Engooden is a great place to work.