Transplant patient navigators help patients feel seen, heard and supported

Aug 3 2:00pm | Kristin Eggebraaten | @keggebraaten

For many patients waiting for an organ transplant, the journey can feel overwhelming. Appointments, travel, complex medical information and unfamiliar systems can create challenges long before treatment begins. For patients whose primary language isn't English or who come from communities that have historically had limited access to specialized healthcare, those challenges can be even greater.

Mayo Clinic in Arizona transplant patient navigators Rachel Hernandez and Silena Thomas help bridge those gaps. Working with Spanish-speaking patients and American Indian and Alaska Native patients, respectively, they provide personalized guidance, education and support throughout the transplant process.

During Minority Donor Awareness Month, we highlight Mayo Clinic's commitment to making transplant care more accessible and responsive to the communities it serves.

Building trust through connection

As the transplant patient navigator for Spanish-speaking patients, Hernandez helps patients understand every step of the transplant journey in their preferred language. While she also serves as a medical interpreter, her role extends far beyond translating conversations.

She helps patients navigate appointments, medications, technology, transportation and community resources while working closely with the multidisciplinary transplant team.

"I love it. It is a dream job," Hernandez says.

She says one of the most rewarding parts of her work is seeing specialists from across the transplant program come together around each individual patient.

"It's really inspiring to see everyone come together to help one person," she says. "Even though we help so many people, it's individualized care. And I love being a part of that."

For Hernandez, providing culturally responsive care also means helping patients make informed decisions by ensuring they fully understand complex medical information.

"Being able to advocate for my community ... I think is really important, especially when someone can speak their language," she says.

She hopes Minority Donor Awareness Month encourages more families to learn about organ donation and discuss their wishes before a medical crisis occurs.

"Even starting the conversation is so important," Hernandez says.

Creating a welcoming experience

Thomas serves as the transplant patient navigator for American Indian and Alaska Native patients. A member of the Navajo Nation, she draws on her own experiences growing up in rural Arizona to better understand the challenges of limited resources such as transportation and reliable phone service.

"Having lived the experience personally, I can understand what some of these families go through just to travel here to get specialty care," Thomas says.

She connects with patients before they arrive at Mayo Clinic, helping them prepare for travel, understand the transplant evaluation process, arrange interpreter services when needed and identify cultural accommodations that can support their care. Once patients arrive, she helps them navigate appointments, campus resources and the patient portal.

"It's important because we all deserve equal access to healthcare," Thomas says.

Her work also extends beyond the hospital. Thomas regularly visits tribal communities throughout Arizona to participate in health fairs, dialysis center events and community education programs.

"To truly connect, it's important to be present in the community you want to support," she says.

Thomas also helps educate Mayo Clinic staff about tribal communities, Native healthcare systems and the unique challenges some patients experience. She believes representation is an important part of building trust.

"My motivation was just to make other native people feel like they belong at Mayo Clinic as well," she says.

Supporting patients every step of the way

Although Hernandez and Thomas serve different patient populations, their goal is the same: helping patients feel supported, informed and empowered throughout the transplant journey.

By reducing language, cultural and logistical challenges, transplant patient navigators help create a more connected care experience for patients and families facing one of the most significant moments of their lives.

Their work highlights how personalized, culturally responsive support can strengthen trust, improve the patient experience and help more people access lifesaving transplant care.

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