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Originally published April 1, 2020
Last updated December 14, 2022
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Jennifer Kelley is the patient navigator for otology and program administrator for the USC Acoustic Neuroma Center. She recently talked about why she loves her job.
As a patient navigator, my job is to be there for patients at every step once they enter our office. I help them schedule appointments, answer follow-up questions, or relay messages to the doctors.
For patients who need extra care, I also am present at their appointments and will visit them in the hospital while they’re receiving treatment or recovering.
The most amazing part of my job is to watch a patient’s face when I mention that I was a patient, too!
I explain to patients that I am deaf in one ear due to my diagnosis. You see their whole demeanor change as they realize there’s somebody else in the room who understands what they’re going through.
I had no intention of ever working in the medical field. But this opportunity to share my knowledge and experience from having been a patient myself is incredible. It makes a real impact on their care.
Patients who have hearing loss or single-sided deafness can be perceived as not very intelligent because they have to ask people to repeat themselves.
But it’s not an issue of comprehension. They simply can’t hear the other person.
Patients need to cut themselves some slack — and as a loved one, it is important to have patience if you’re asked to repeat yourself.
It’s likely this person already is doing everything they can to try to understand what you’re saying.
Telehealth appointments are available.