What is patient navigation?

Because of the complexity of both medical information and our healthcare system, patient and families often need help.  This is particularly true for those who are suddenly managing a life-threatening disease. 

Navigators can help those dealing with a new diagnosis or in active treatment. 

Independent advocates help ensure clients have the knowledge and skills to communicate clearly with their care team.  They can ease the burden of patients by ensuring that barriers like transportation to treatment, insurance or financial concerns, and daily care needs are addressed in a timely manner.  

Do I need a patient navigator?

Just as someone might hire a tax preparer, financial advisor or life coach, people are now learning how valuable a navigator can be when facing a serious diagnosis.  A navigator can bring experience and knowledge about how the healthcare system works at a time when you need it the most. 

By helping handle many of the issues and tasks that arise with a new or ongoing diagnosis, navigators can reduce stress on patients so they can focus on their health and well-being.  

How can a patient navigator help me?

Here are some specific reasons why hiring a patient navigator may make sense for you.

• Are you overwhelmed by information - from your doctor, the internet, or test results?  

• Do you need help getting a second opinion? Finding out about clinical trials?

• Do you want to make sure your personal values are respected when treatment decisions are made? 

• Do you want to talk with patients who’ve dealt with a similar diagnosis or treatment?

• Do you need help managing side effects?

• Are you struggling with feelings of anxiety, fear or anger?

• Do you want to make lifestyle changes to incorporate more physical activity or a healthier diet? 

• Are you struggling to understand what your insurance will cover, what it won’t, and why?

• Are you worried about finances? 

• Are you overwhelmed by tasks like scheduling medical appointment?

• Do you have difficulty communicating with your care team?

What’s the difference between an independent patient navigator and one who works in a hospital or medical practice?

Some treatment centers, insurance companies or care providers offer free navigation or case management services to patients.  These may be good options for some, including those with limited or specific needs.   However, when navigators are paid by a hospital or insurance company, their work may be impacted by business concerns which may be at odds with what is best for a patient.  

Patient navigators who work for non-profits can also be helpful. Unfortunately, the time they have to devote to an individual patient may be limited. 

An independent patient navigator, like Live Oak Navigation, works for you.  This means they can fully focus on your needs and can adapt quickly as those needs change.   Our allegiance is to you as the client and not to an insurance company or medical provider.    

What do studies show about the benefits of patient navigation?

A 2019 study published in the American Cancer Society Journal, looked at 113 published articles that assessed patient navigation during cancer care.  The majority of these studies weighed the effectiveness of patient navigation.  While additional study is needed, this analysis identified the following benefits of navigation for patients:

• Patients working with a navigator had a higher overall satisfaction with their cancer care.  They exhibited a significant increase in their reported well-being and quality of life during treatment. 

• During the diagnosis and initial testing phase, cancer patients working with a navigator were more likely to be followed-up in a timely manner.  This resulted in treatment starting sooner.

• Those supported by a navigator were more likely to adhere to the recommended treatment protocol.

• Lower rates of hospitalization and fewer emergency room visits were seen in patients working with a navigator.

What qualifies you to advocate for patients?

Jeannie worked directly with cancer patients for many years at the American Cancer Society (ACS).  In that capacity, she trained and managed a team sharing cancer information and addressing logistical and emotional needs of those affected by cancer.  She was involved daily with helping patients, caregivers and families struggling with these issues:

• Understanding a cancer diagnosis and treatment options

• Coping with the emotional impact of the disease

• Locating peer support, group support or individual counseling when needed

• Arranging patient transportation and lodging options

• Locating clinical trials

• Seeking a second opinion

Jeannie holds a degree in Human Biology from Stanford University and is certified as a Cancer Navigator through the ACS Leadership in Oncology program.

What is the American Cancer Society Leadership in Oncology Navigation (ACS LION) certification?

The ACS LION certification requires candidates to complete a patient navigator training program specifically designed to support those facing cancer.  The program aligns with standards established by the Professional Oncology Navigation Task Force to help ensure that navigators deliver competent, ethical and high-quality services to those impacted by cancer. 

Where do you work?

We are based in Austin, TX, but can work with patients and families throughout the US.  For those outside the Austin area, we are available to travel and work with you on-site as needed.  Alternately, we can stay in touch by phone or email, or work together via web-based applications like Zoom. 

Are patient navigation services covered by insurance?

At this time, private insurance plans do not cover patient navigation services.   As of January 2024, Medicare is providing some coverage for navigation services for cancer patients. This coverage may be available to help cover our fees. We are happy to answer questions about how Medicare coverage of navigation works. 

What is the cost of patient navigation services?

As an independent patient advocate, we are hired directly by the patient or their family. The cost of our patient navigation services can vary based on your needs. 

Unlike some services that charge by the hour, we offer fairly-priced packages which allow you unlimited access to our services.  Since a patient’s needs can change over the course of the time, we regularly review your needs and will work with you to adjust fees based on your current situation. 

Some patients may only need our services for a few months.  Others may want our assistance and advocacy throughout the course of their treatment.  In any case, we can discuss cost detail at the initial consult.

What services do you offer?

We offer a range of services including, but not limited to help with the following:

• Provide basic education on a diagnosis and treatment options.

• Help locate clinical trials.

• Facilitate obtaining second opinions.

• Provide information on managing treatment side effects.

• Prepare a written list of questions prior to your appointments which clearly capture your concerns.

• Provide tailored coaching and skills to help you communicate effectively with your care team.

• Accompany you to medical appointments.

• Provide written notes to you and your family following appointments.

• Set up dependable and safe transportation to medical appointments.

• Arrange lodging assistance for travel to out-of-town medical appointments.

• Arrange grocery or meal delivery services.

• Assist in establishing in-home services such as house-cleaning. 

• Locate support for you, your caregivers or your family.

• Provide you with the information and skills to understand and communicate with your health insurance company or medical billing office.

• Organize and match your insurance statements with visits.

• Review coverage and discuss potential out-of-pocket costs.

• Connect with provider’s financial office to troubleshoot issues.

• Directly advocate on your behalf regarding medical bills.

See our Services page for more details.

Can a patient navigator accompany me to medical appointments?

Yes.  While Live Oak Navigation does not transport patients, we can meet you at your appointments.  We can can take detailed notes and provide these to you and to family members, if you wish. 

Will my doctor be offended if I bring a patient navigator to an office visit?

Medical providers understand that a serious diagnosis can be overwhelming, and many patients benefit from a helping hand.  This might be a family member who can attend appointments and help manage care. Or it might be an independent navigator, hired by the patient or family to do the same. 

Medical care works best for everyone when patients understand their diagnosis and treatment, have barriers to care addressed, and are able to effectively communicate their concerns to the health care team. 

Since we can help you prepare for your visits with your doctor and ask important questions, a navigator often helps the visit be more productive for both the patient and the medical providers. 

Can I hire a navigator to work with my parent?

Hiring an independent patient navigator is a wonderful and practical way to help a parent dealing with a serious or ongoing diagnosis.  With the patient’s consent, the navigator can help ensure that adult children are kept informed.  We can also help with tasks when family members aren’t able, due to distance or time constrains.

How long does patient navigation support typically last?

Some patients may want to have a dedicated navigator available to assist them throughout the course of their disease.  Other patients and families may only need a navigator during their diagnosis and initial treatment phase.  They may feel able to handle things on their own once they settle into a schedule.   We can adapt to whatever your needs and timeline may be. 

Can a navigator help me understand medical bills and insurance coverage?

We are available to help in these areas as well.  We can review your coverage, talk with your insurer, or communicate with the billing office.  If you are denied coverage, we can help you file an appeal with Medicare or your private insurer.  In some cases, medical bills can be reduced and/or payment schedules can be set up. 

Do you provide transportation to medical appointments?

We do not.  However, we can help set up transportation for patients and their caregivers.  This may be by personally arranging services from a ride-sharing service, or by working with local community groups, or medical providers to provide transportation. 

What is the process to hire you?

Click on the Get Started button on our website.  We’ll follow up with you to schedule a brief phone consultation to introduce ourselves and hear about your situation.  We can discuss how we might help and what the cost would be. 

If you decide to work with us, we’ll schedule a longer in-person meeting to do a deep dive regarding your needs and concerns.  From there, we’ll create a plan to address the issues you’ve identified. 

After that we’ll get to work, while remaining available to you as new concerns arise along the way. 

What professional or ethical standards do you follow?

We subscribe to and abide by the PONT standards and goals.  These were established by the Professional Oncology Navigation Task Force in 2022 to help ensure that navigators deliver competent, ethical and high-quality services to those impacted by cancer.  We abide by these same standards when working with those affected by other serious diseases.

Do you keep my information private?

We never share your name, personal information or health information without your consent.  When you work with us, you decide who to share information with and under what circumstances.  During our first in person meeting, we’ll discuss your wishes, make note of those and use that to guide us as your advocate.