Customer Care Navigator

Career Opportunities / Customer Care

About the position

The Care Navigator plays a vital role in connecting clients to needed services and educates individuals and the community about the health services offered here in Alberta. The Care Navigator works in collaboration with the primary care provider and all members of the health care team, including the family.

Accepts referrals and manages assigned caseload.

Serves as Client advocate and assists in identification and improvement of service delivery. This position requires expertise in the nursing process, using critical thinking skills to plan and coordinate care.

The role of an Infinity Healthcare Customer Care Navigator would include the following:

    • Collaborate in goal planning and care management.

    • Communicate changes in patient’s status appropriately with the care team.

    • Perform an after visit summary review with navigator clients when appropriate.

    • Identify barriers when treatment goals are not met, treatment plan is not being followed or important appointments are missed.

    • Collaborate in developing patient treatment goals.

    • Identify patients who are overdue for visits, labs and referrals, contact clients and arrange for follow-up services.

    • Assist the client in improved healthcare access and promote client knowledge of the healthcare system.

    • Report quality measures.

    • Liaison with insurance companies for patients with chronic illness.

    • Serve as a clinical resource and community referral resource within the practice.

    • Participate in regular team meetings, huddles, staff meetings and quality improvement projects to improve client care.

    • Consult with the medical staff, nursing staff and ancillary department staff to eliminate barriers to the efficient delivery of care. Identify service delivery problems and potential for effective client management intervention.

    • Follow-up with assigned patients on all labs, tests and consults to ensure work is done.

    • Perform all other duties as assigned.

    Qualified candidates can send their resumes to