Day in the Life: Patient Navigator
8 AM
Patient Navigator Kim Taylor arrives at the clinic early. She gets water for the day, then settles in at her desk for a morning of referral tracking, reminder calls and transportation coordination.
For many clients, Kim is the person who makes sure they don’t fall through the cracks in our challenging health care system. She joined Health Care for the Homeless as a Community Health Worker in 2022 and moved quickly into patient navigation. Today, she largely focuses on people who need cancer screenings and treatment support.
8:45 AM
Ping. Kim gets an email from Medstar. A woman needs a diagnostic mammogram, but the scheduler can’t reach her. Kim leaves a voicemail and moves on to a string of referral follow-ups.
One client doesn’t have a phone, so Kim makes sure the hospital has Kim's number. “I’m able to touch base with her at the shelter down the street from us and through her provider,” she tells the scheduler.
Another client who recently completed a colonoscopy gets good news. No polyps, and no repeat screening for 10 years. Kim often helps clients understand the complicated colonoscopy prep process and overcome practical barriers that might prevent them from completing it.
“I let clients know that early detection is the best detection,” she says.
“I always ask, do they have anyone to support them through the appointment? Do they need transportation? If they need me to go with them, absolutely I will.”
She’s passionate about prevention, having seen friends overcome cancer and clients get treatment when it’s caught early.
10:30 AM
With the help of an interpreter, Kim spends the next stretch of the morning reminding Spanish-speaking clients about upcoming appointments and arranging rides when needed.
“I like to text Spanish-speaking clients the appointment date and time and location,” she says. “I’ve had many clients miss appointments because they didn’t get directions on where to go in the building or were scared to ask for help. Having something to show the front desk once they are on-site helps.”
As she builds relationships, Kim encourages clients to use resources like transportation assistance. Some were hesitant about Uber rides at first, but once she explained the program, she’s seen more people say yes. “They come to know my name,” she says with a smile. “And word of mouth: ‘Have you ever talked to that lady Kim?’”
11:30 AM
A stat referral comes through, which means a client needs urgent evaluation. Kim looks over the notes and sighs. “He may have prostate cancer, and he does not have insurance. I'll call Mercy first since they offer financial assistance for cancer treatment.”
After booking an appointment for the man, she gives him a call to introduce herself. They arrange to meet when he’s next at the clinic. She’ll support him through the urology appointment, and before they are off the phone, she’s reserved an HCH van so she can take him to the appointment herself.
12:30 AM
Kim prepares for her afternoon escorting 76-year-old James “Eddie” Johnson to his oncology appointment. She calls to remind him, and his voice perks up with recognition when he hears it’s Kim. “Ok, I’ll be downstairs,” he confirms.
Mr. Eddie lives around the corner from our Downtown clinic by Central and Fayette. He’s hard of hearing and has some memory lapses. It’s important to have someone there to help him understand the next steps with his prostate cancer diagnosis.
With chips and a sandwich packed for a late lunch in her bag, Kim gets in the agency van and puts on some R&B music—95.5 FM.
“I’m in recovery, so I have worked in substance use programs and with people with mental health issues. “I know how important it is,” Kim reflects as she pulls up to the apartment building. “Everybody don’t have family. You want to feel cared for.”
She pops out to open the door for Mr. Eddie, who is right on time.
As they make the 30-minute drive to Overlea, Kim updates Mr. Eddie about his latest test results.
“The PSMA scan you took, everything was looking good! They were worried about cancer spreading through your body.”
“But it wasn’t?” Mr. Eddie asks. “That’s good.”
Was he worried? Mr. Eddie motions to Kim. “I mean, you think about it. But I knew I had my good luck charm.”
Kim casually asks whether Mr. Eddie has had anything to eat that morning or regular access to a grocery store. She tells him about Moveable Feast, which delivers meals for people with chronic conditions, including cancer.
“Would you like me to get an application started?” she asks. “Every little bit helps,” he agrees.
1:40 PM
They pull into a large parking lot and walk slowly to the entrance of Mercy at Overlea.
Kim helps Mr. Eddie with the check-in kiosk, then they find two seats next to each other and settle in for a wait.
Mr. Eddie’s daughter calls. He hands the phone to Kim, who updates her on the day’s plan.
Before hanging up, his daughter adds, “I appreciate you doing what you’re doing.”
While they wait, Kim makes a quick call to another client, Daren*, who is simultaneously battling three cancers. Yes, he is on the way to his appointment. But 30 minutes later, he calls back. He’s having a hard time finding the right building at Greater Baltimore Medical Center.
Kim looks up the address and coaches him on where to go. Next, she calls the office on his behalf.
“He’s on his way,” she tells them. “He just got confused on the location.”
2:45 PM
Mr. Eddie gets called back. The oncologist comes in and introduces himself.
This is the first time they are meeting, so the doctor spends a few minutes piecing together Mr. Eddie’s treatment and medications. Kim fills in the gaps. She’s been to several appointments with him and can help verify the medications he’s on.
Together, they confirm that he didn’t actually receive a shot listed in his chart from a previous appointment.
During the visit, Kim frequently checks in to make sure Mr. Eddie can hear everything and that he understands.
The oncologist is surprised at Mr. Eddie’s promising test results and explains that, for treatment, he’ll have to decide between radiation and surgery.
Kim reiterates the information. “He said the radiation would be every day for four weeks, but the surgery has more side effects.”
“My daughter was asking which.” Mr. Eddie looks over at Kim. “But I know you’ll be there at the appointments.”
Next up is lab work. Mr. Eddie is hungry and ready to leave.
“I don’t like no needles,” he says, miming how he looks away every time he needs blood drawn.
Minutes later, he’s chuckling about it. “I jumped three inches!”
3:45 PM
Once in the van, Mr. Eddie asks about a prescription for his inhaler.
“Get your phone out. You can call the pharmacy to see if it’s ready,” Kim encourages him.
Then she adds, “You gotta stop waiting till the last minute on your medicine and let somebody know.”
As they near the clinic, Kim pulls over to let Mr. Eddie out at Mt. Vernon Pharmacy to pick up his inhaler. She then drops him off, encourages him to stay safe and loops back to Fallsway.
In her office, Kim spends the last 20 minutes of the day following up with clients, arranging transportation and leaving reminders in English and Spanish. She checks in with Daren. His appointment went well, and he starts radiation next week. Kim reserves a van to take him.
More follow-ups remain when she logs off just after 5 pm, but she'll pick them up again tomorrow.
Mr. Eddie put it simply earlier in the day: “She take care of business. Paperwork and everything. I don't have to worry.”
*Pseudonym
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