BostonMedicalCenterPatientNavigationToolkit–Volume1–Page43
Helpful Health Center’s director decided that someone who was just right
for the Patient Navigator position was already working in the health center – Mona had
grown up in the center’s community, was fluent in the community’s language, and was
working out well as a clerk in the radiology file room. After her first six months in the
Patient Navigator role, however, the results were disappointing. Mona was shy by nature
and was not finding it easy to reach out to patients or providers. She was also used to
having a job with very specific expectations, and found that a lot of the time as a Patient
Navigator, she couldn’t figure out what to do with her time.
Finally, if you are hiring Patient Navigators from within your organization, consider
carefully the transition to their new role(s). Will they still be expected to continue some of
their existing responsibilities? What will others be expecting of them? Be clear about the
similarities and differences between the Patient Navigator’s responsibilities and any other
prior responsibilities they may be continuing to fulfill.
5. How will your Patient Navigator(s) be supervised?
It’s a fact of complex organizations that everyone needs somewhere to turn for supervision,
even the most self-sufficient Patient Navigators you can find. Consider what the goals and
activities you have defined for your Patient Navigator(s) suggest about where the Patient
Navigator(s) fit into your organization’s structure.
For instance, if the main focus of navigation will be on health services activities, then it
may make sense for the Patient Navigator(s) to be supervised by a clinical leader in the
unit where the Patient Navigator(s) will be located. In many cases, licensing requirements
may dictate this as well, if the Patient Navigator is her/himself a licensed provider.
However, supervision (at least in part) by a clinical leader may be even more essential when
the Patient Navigator is not a licensed healthcare provider, in order to assure that the
Patient Navigator’s activities do not expand to include providing clinical advice or guidance
that should really be coming from someone else on the patient’s care team.
On the other hand, if the main focus will be on community activities, then perhaps the
Patient Navigator(s) should be supervised by someone who deals extensively with
community relations. In some cases, it may make sense for Patient Navigators to be
responsible to two different supervisors for different aspects of their activities. In these
cases, it becomes even more important to clearly identify what kinds of supervision each is
responsible for, in order to avoid confusion and/or conflicting direction.
Likewise, consider what kinds of supervision are likely to be needed by the Patient
Navigator(s) in your program. Will problem-solving around interactions with clients be
needed? Will minimal supervision relating mainly to coverage and adherence to policies be
more appropriate? Will the Patient Navigator(s) need on-the-job training to be provided by
a supervisor? All of these questions are important to consider when deciding the specifics of
Patient Navigator supervision in your program. In fact, it is wise to give just as much