17 Patient Care Navigator Interview Questions and Answers

Patient care navigators are responsible for helping patients navigate the healthcare system and connect with the resources they need. They work with patients to create individualized care plans and provide support throughout the healthcare journey.

If you’re interested in becoming a patient care navigator, you’ll need to go through a job interview. This is your chance to show the interviewer that you have the skills and qualities they’re looking for in a candidate.

To help you prepare, we’ve compiled a list of common patient care navigator interview questions and answers.

Are you familiar with the healthcare systems in this area?

Interviewers may ask this question to see if you have experience working with the healthcare systems in their area. If you are interviewing for a position that requires you to work with patients who are unfamiliar with the healthcare system, it’s important to show that you can help them navigate through the process. In your answer, explain how you would use your knowledge of the local healthcare system to help patients.

Example: “I am familiar with the healthcare systems in this area because I worked as a patient care navigator at my previous job. My role was to help patients understand the healthcare system and find resources they needed. For example, I helped one patient find a nearby urgent care facility when she couldn’t get an appointment with her primary doctor.”

What are some of the most important qualities for a successful patient care navigator?

Interviewers may ask this question to learn more about your personality and how you would fit in with their team. They want to know that you have the right attitude for working with patients, medical professionals and other staff members. In your answer, try to emphasize qualities like empathy, patience and communication skills.

Example: “Patient care navigators need to be empathetic people who can put themselves in others’ shoes. We also need to be patient communicators who are willing to listen to all sides of a story. Finally, we should be organized individuals who can keep track of many different tasks at once. These three qualities are essential for helping patients feel comfortable and confident in our abilities.”

How would you handle a situation where a patient was angry or upset about their care?

As a patient care navigator, you may encounter situations where patients are upset or angry about their care. Employers ask this question to make sure you have the skills and experience needed to handle these types of interactions. In your answer, share an example of how you would help calm a patient down and resolve any issues they were having.

Example: “In my previous role as a patient care navigator, I encountered many different situations with upset or angry patients. One time, I had a patient who was very upset because she felt like her doctor wasn’t listening to her concerns. I listened to what she had to say and then explained that our hospital has strict privacy laws we must follow. However, I assured her that I would relay her message to her doctor and get back to her as soon as possible.”

What is your process for keeping track of all of your patients’ information?

This question can help the interviewer understand how you organize your work and prioritize tasks. Your answer should include a specific process for organizing information, such as using an electronic or paper system to keep track of patient records.

Example: “I use a digital tracking system that allows me to enter all relevant information about each patient I see. This includes their name, contact information, medical history, current medications and any other notes I make during my visits with them. The system also has a calendar function where I can schedule appointments and record important dates, like when patients are due for follow-up visits.”

Provide an example of a time when you helped a patient overcome a barrier to accessing healthcare services.

Interviewers may ask this question to learn more about your interpersonal skills and how you can help patients overcome challenges. In your answer, try to describe a specific situation in which you helped a patient overcome an obstacle and the positive outcome of that interaction.

Example: “When I was working as a nurse at a hospital, I had a patient who came into the emergency room with a broken arm. The patient told me they were in a lot of pain but didn’t have anyone to drive them home after their treatment. I asked if they could call someone for a ride or if we could arrange transportation for them. They said they would be okay getting themselves home.

I then called my manager over and explained the situation. Together, we decided it would be best to keep the patient overnight so they wouldn’t have to worry about driving home alone. We arranged for a family member to pick them up the next day.”

If a patient needed to see multiple healthcare professionals, how would you coordinate appointments?

Interviewers may ask this question to assess your ability to manage multiple tasks and ensure that patients receive the care they need in a timely manner. In your answer, try to highlight your organizational skills and attention to detail by describing how you would plan appointments for patients so that they don’t have to make multiple trips to see different healthcare professionals.

Example: “I would first meet with the patient to discuss their medical history and current health concerns. Then I would contact each of the healthcare professionals on their list to find out when they are available to see the patient. From there, I would coordinate all of the appointments so that the patient can visit each professional at their scheduled time.”

What would you do if a patient was confused about the instructions you gave them?

As a patient care navigator, you may need to explain medical procedures and instructions to patients. Employers ask this question to make sure you have the ability to communicate clearly with patients and help them understand what they need to do. In your answer, try to show that you can be empathetic and use active listening skills to address any concerns or questions a patient might have.

Example: “If a patient was confused about my instructions, I would first listen to their concerns and take time to ensure they fully understood everything I told them. If they still seemed unsure after our conversation, I would offer to call in a nurse who could further explain the procedure.”

How well do you handle stress?

Patient care navigators often work in high-stress environments. Employers ask this question to make sure you can handle the pressure of working with patients and their families during a crisis. In your answer, explain how you manage stress. Share what techniques you use to stay calm when things get hectic.

Example: “I find that I am able to handle stressful situations quite well. When I first started as a patient care navigator, I was nervous about handling emergencies. However, after working in the role for several years, I have learned how to remain calm under pressure. Now, I know exactly what to do when a situation gets tough. I also try to delegate tasks to my team members so we can all help each other out.”

Do you have any questions for us about the patient care navigator role?

Interviewers often ask this question to see if you have done your research on the company and position. They want to know that you are genuinely interested in the role, so it’s important to come prepared with a few questions about the job or the organization.

Example: “I am very excited about this opportunity, and I did quite a bit of research before my interview. However, I do have one more question for you. What is the onboarding process like? I understand that there is training involved, but what else can I expect when starting this role?”

When working with patients who have limited mobility, what are some strategies you use to ensure they feel included?

Patient care navigators often work with patients who have limited mobility, so employers ask this question to make sure you can provide the best possible experience for these individuals. When answering this question, think of a time when you helped someone with limited mobility feel included in their healthcare experience.

Example: “When working with patients who have limited mobility, I always try to ensure they are as involved in their treatment plan as possible. For example, if a patient has trouble getting around on their own, I will offer to help them get from place to place within the facility. This way, they still feel like they’re an active participant in their care and not just being told what to do.”

We want to improve our outreach to under-served communities. How would you go about identifying patients who need additional support?

This question can help the interviewer assess your ability to work with a team and develop strategies for improving patient care. Use examples from your experience that show how you can collaborate with others, analyze data and implement changes in your approach.

Example: “I would start by looking at our current outreach efforts and identifying which communities we’re not reaching effectively. I’d then meet with community leaders who could help me identify patients who may need additional support or resources. For example, when I worked as a patient care navigator at St. Mary’s Hospital, I noticed that we weren’t reaching out to low-income families living in rural areas of the state. So, I reached out to local school districts to see if they had any programs that could connect us with these families.”

Describe your process for documenting your interactions with patients.

This question can help interviewers understand how you use your time and organize information. Your answer should include a description of the tools or processes you use to document patient interactions, including any specific software programs you’ve used in the past.

Example: “I have found that using a digital system for documenting my interactions with patients is more efficient than paper records. I prefer to use an electronic health record system because it allows me to enter notes about each interaction as they happen, which helps me remember details later. In my last role, I also used a program called EpicCare to track patient progress and communicate with other healthcare providers.”

What makes you stand out from other candidates for this role?

Employers ask this question to learn more about your qualifications and how you can contribute to their team. When answering, it’s important to highlight a skill or experience that makes you unique from other candidates. You may also want to mention something that is relevant to the job description.

Example: “I have extensive knowledge of medical terminology and I am able to communicate with patients in a way they understand. In my previous role as a patient care navigator, I helped a patient who was experiencing anxiety due to her diagnosis. She had trouble understanding what she needed to do to get better, so I used simple language to explain everything to her. This made her feel more comfortable and confident in her treatment plan.”

Which software programs are you most comfortable using to manage patient information?

The interviewer may ask this question to determine your comfort level with the software programs they use in their facility. If you have experience using similar programs, share that information and explain how it helped you perform your job duties.

Example: “I am most comfortable using Microsoft Office Suite for my work as a patient care navigator. I’ve used these programs since college, so I’m familiar with them and know how to navigate through them quickly. In my previous role, I also learned how to use Epic’s EHR system, which is what the hospital where I worked implemented last year. It took me some time to get used to the new program, but now I feel confident navigating through it.”

What do you think is the most important aspect of building a strong relationship with patients?

Patient care navigators must be able to build strong relationships with patients. This question helps the interviewer assess your interpersonal skills and ability to connect with others. Use examples from past experiences where you have successfully built a relationship with a patient or client.

Example: “I think that empathy is one of the most important aspects of building a strong relationship with patients. I always try to put myself in their shoes when talking to them about their health concerns, which allows me to understand what they are going through. When I can relate to my patients’ feelings, it makes it easier for them to open up to me and share more information about themselves.”

How often do you update your knowledge of healthcare best practices and technology?

As a patient care navigator, you’ll need to stay up-to-date on the latest healthcare trends and technologies. Employers ask this question to make sure that you have an interest in continuing your education throughout your career. In your answer, explain how you plan to keep yourself informed about new developments in the field.

Example: “I am currently enrolled in a certification program for patient care navigation. I chose this program because it allows me to learn from some of the best minds in the industry. I also subscribe to several newsletters and online journals that provide information on the newest research and technology. I find that staying informed is one of the best ways to ensure that I can provide my patients with the best possible care.”

There is a miscommunication with a patient’s family member about a diagnosis. How do you handle it?

Patient care navigators often work with patients and their families. When a family member is upset about a diagnosis, it’s important to remain calm and explain the situation in an empathetic way. You should also make sure that you have all of the facts before speaking with them.

Example: “I would first ask for more information from the doctor who made the diagnosis. I would then speak with the patient privately and reassure them that everything will be okay. Then, I would meet with the family member alone and listen to what they are saying. I would try my best to understand where they are coming from and empathize with their feelings. After that, I would reiterate the facts as I know them and offer to answer any questions they may have.”