On top of coping with the anxiety of a cancer diagnosis and the physical effects of treatment, patients with cancer face the dual challenge of accessing and affording care. Many patients delay seeking care due to the perceived high cost, and others experience burdensome medical debt as a result of their care. In many cancer programs, financial navigators focus on obtaining financial clearance and assistance for eligible patients. However, this approach can fail to address patient distress stemming from the cost of care, insurance-related delays, and redundant work for cancer program staff.
In this episode, CANCER BUZZ speaks with 2026 ACCC Innovator Award winner Cathleen Hernandez-Vita, BSN, RN, ONN-CG, Associate Director of MDAnderson Navigation Services at the University of Texas MD Anderson Cancer Center, about how her team worked to address these challenges. The program developed a novel Pre-Intake Navigation (PIN) program to identify and resolve early financial and insurance barriers, enabling patients to access timely, high-quality cancer care with less anxiety and fewer delays. Hernandez-Vita shares how PIN shifts financial navigation from a late-stage, reactive task to an early, standardized, patient-centered process embedded in the call center workflow.
“As organizations embrace new technologies and out-of-the-box solutions, it's important not to lose sight of the human, caring touch. Successful innovation is often about finding the right balance between efficiency and empathy.” – Cathleen Hernandez-Vita, BSN, RN, ONN-CG
Guest:
Cathleen Hernandez-Vita, BSN, RN, ONN-CG
Associate Director, askMDAnderson Navigation Services
The University of Texas MD Anderson Cancer Center
Houston, Texas
Resources:
The views and opinions expressed herein are those of the author(s)/faculty member(s) and do not reflect the official policy or position of their employer(s) or the Association of Cancer Care Centers.
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