Your Health Journey,
Simplified
sunlife.com/healthnav
Connect with a Health Navigator Care Advisor
Get the personal support you need to navigate any healthcare challenge
Putting Health Navigator to work for you
What is Health
Navigator?
Why contact Health Navigator?
When to contact Health Navigator?
Where is health support available?
Who is the Health Navigator team?
How to contact Health Navigator?
Fast— We know you need answers. Our Care Advisors work to understand your situation and needs in just a few days
Simple— We make things easy for you and remove access barriers so you can get the care you need
Objective—We explore options that are best for you and your specific situation
Designed to give you peace of mind— Diagnosis and treatment recommendations are reviewed by our team of expert medical directors
Focused on outcomes— We provide you the guidance and support you need to help you achieve improved health outcomes
Click here to view the member process and timeline
Day 1
Day 10
Health Navigator process and timeline
Personalized engagement strategy
The beginning and end of the journey
Member referral
Care advisor consultation
Medical records collection
Medical Director outlines navigation plan
In-person appointment
Appointment facilitation
Research
Educational reports on diagnosis & treatment options
Specialist identification
Remote consultation
Additional needs identified
Follow-up
Verified outcomes member survey ROI Reporting
Why contact Health Navigator?
Think of us as your healthcare GPS
When to contact Health Navigator?
No Health Question Is Too Big or Too Small
Where is health support available?
Health Navigator can help you find access to the right care quickly no matter where you live. Whether it be close to a Center of Excellence, in a big city, or rural community, Health Navigator can help you find the right care in-person or virtually to fit your specific health needs and preferences.
Click here to view our nationwide network of healthcare relationships
Who is the Health Navigator team?
The expert Health Navigator team works collaboratively to deliver member-focused care.
Our global relationships with top physicians and hospitals provide members access to the best care.
Our medical directors and clinical team provide members with a deep expertise on a range of conditions and knowledge of the healthcare system.
Our Care Advisors work closely with members to provide ongoing guidance and support.
How to contact Health Navigator
No need for health support right now?
The Member Experience Journey
Additional Resources Hub
Here's what happens when you reach out:
Benefit Guide
Real Stories from your colleagues:
The Health Navigator process is:
You Care Advisors can:
• Get second opinions from top specialists nationwide
• Validate your diagnosis with expert medical directors
• Research treatment options and success rates
• Review clinical trials and emerging therapies
“With the support of Health Navigator, I was able to get through my entire treatment plan with the peace of mind that I had the right physicians. I had the right treatment plan for me personally. That what I was going through with treatment, would at the end of the day help me say I was a cancer survivor. And that was my goal, and then focus on getting healthy once I was through treatment.”
While still experiencing ongoing, increasing pain after undergoing a full hip replacement and feeling her current treating physician wasn’t listening to her concerns, Rosa connected with Health Navigator.
Rosa’s Health Navigator Care Advisor worked to understand her concerns and health situation, then suggested she seek a second opinion with a specialist. Her Health Navigator team researched and identified a physical medicine and rehabilitation (PMR) specialist and secured her an appointment within 10 days.
The specialist discovered the source of Rosa’s ongoing pain and was able to recommend the right course of treatment.
“The specialist you found for me was wonderful. I am feeling almost back to 100 percent with the new course of treatment.”
Member impact:
• The expert pathology review downgraded his diagnosis to low grade disease
• Recommendation of ongoing maintenance rather than treatment, with the guidance that treatment may never be necessary
• Joe had confidence in their health decision due to expert review and guidance
• One-year check-in: no disease progression
Joe contacted Health Navigator after receiving a concerning diagnosis of high-risk prostate cancer and a recommended plan of immediate radiation treatment.
Within two days of engaging with a Care Advisor, the Health Navigator team collected all of Joe’s medical records, and his pathology slides, which is incredibly important when analyzing the severity of a cancer diagnosis. Joe’s Health Navigator team also evaluated and vetted his current treating physician and facilitated a second opinion with a leading urological oncologist at a Center of Excellence.
“My Care Advisor did an amazing job to help me work through the medical, emotional, and mental aspects of my cancer diagnosis second opinion. They were caring and compassionate which is exactly what I needed. Having them on my team gave me the support I needed to get a second opinion without consuming a lot of my time.”
Joe's Story*
Nadirah's Story*
Rosa's Story*
*Member names have been changed
Save your Health Navigator digital contact card for when you need health support.
Add to your Apple Wallet by scanning the QR code with your mobile Apple device, or tap here on your mobile Apple device
For all other devices, click here to save a PDF version of your contact card
Talk to your Human Resources or Benefits team, or reach out to Health Navigator directly:
888-352-4969 | sunlife.com/healthnav
Available: Monday - Friday, 8:00 a.m. - 6:00 p.m. (ET)
Response Time: Most calls answered immediately; complex cases reviewed within 2-3 business days
PinnacleCare is a member of the Sun Life Financial Inc. (“Sun Life”) family of companies. PinnacleCare and its employees do not diagnose medical conditions, recommend treatment options or provide medical care, and any information or services provided should not be considered medical advice. Any medical decisions should be made only after consultation with and at the direction of your medical provider. Any person or entity who provides health care services following a referral or other service provided does so independently and not as an agent or representative of PinnacleCare.
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FAQs
888-352-4969
|
Still have questions?
A collaborative, member-focused approach
© 2026 Sun Life Assurance Company of Canada, Wellesley Hills, MA 02481. All rights reserved.
The Sun Life name and logo are registered trademarks of Sun Life Assurance Company of Canada. Visit us at www.sunlife.com/us.
Joyce's Story
“The worst part is when you don't know what to do. When you don't know how to help your child. And so I called Health Navigator."
- Joyce, Health Navigator Member
Click here or scroll down to explore more!
Member feedback
Treatment
I am confident I am making an informed decision
4
Expert consultation
Help with appointment scheduling
Specialist indentification/ physician matching
Decisions
I need advice I can trust
3
Assessing diagnosis and treatment plan
Medical director research & review
Gather member
records
Diagnosis
Should I get a
second opinion?
2
How did I get here?
Initial concern
1
Members can contact Health Navigator through several convenient methods
Hover here to learn how!
• Call 888-352-4969, Monday-Friday from 8:00 a.m. to 6:00 p.m. ET.
A Health Navigator Team Member will answer the call, gather information, and confirm eligibility.
• Visit sunlife.com/healthnav to submit a web inquiry and a Health Navigator Team Member will reach out within one business day.
•Use the chat feature in the Health 360 app to be connected with a Care Advisor, Monday-Friday, 9:00 a.m. - 5:00 p.m. ET.
Members can contact Health Navigator through several convenient methods
Contact us anytime!
sunlife.com/healthnav
|
888-352-4969
Expert guidance when you need it most - at no cost to you
Life throws health challenges at us—from confusing diagnoses to finding the right specialist. Health Navigator connects you with dedicated Care Advisors who handle the complexity so you can focus on getting well.
You're not alone. Today's healthcare system creates real barriers from long wait times and provider shortages to rising costs and administrative complexity.
Health Navigator helps you cut through these barriers to get the care you need, faster.
Complex situations
Member feedback
Treatment
I am confident I am making an informed decision
5
Expert consultation
Help with appointment scheduling
Specialist indentification/ physician matching
Decisions
I need advice I can trust
3
Assessing diagnosis and treatment plan
Medical director research & review
Gather member
records
Diagnosis
Should I get a
second opinion?
2
What happens:
You reach out
1
Treatment
I am confident I am making an informed decision
4
Something does feel right, and you're not sure where to start
A dedicated Care Advisor listens to your concerns and begins gathering information about your situation.
How to connect:
Call
888-352-4969
Visit: sunlife.com/healthnav
Complete the online form
2
We investigate
Your Care Advisor becomes your healthcare detective
What happens:
Medical records gathered and organized
Top physicians and specialists identified
Your case prepared for expert review
Timeline established based on urgency
3
Expert review
Your case reviewd by board-certifies medical directors
What happens:
Diagnosis assessment by clinical experts
Treatment options analyzed
Second opinions arranged when needed
Evidence-based recommendations developed
4
Clear guidance
You receive personalized recommendations you can trust
What happens:
Your Care Advisor walks you through all options
Questions answered in plain language
Appointments scheduled with top specialists
Insurance and authorizations handled
5
Ongoing support
You're never alone in your health journey
What happens:
Follow-up care coordination
Treatment plan monitoring
Continued advocacy as your needs change
Support for as long as you need it
Timeline: Most initial consultations completed within 2-3 business days. Urgent cases expedited immediately.
Contact Health Navigator when you're facing:
Many people wait to reach out because they think their concern isn't "serious enough." Here's the truth: if it matters to you, it matters to us.
CLICK TO READ THEM
Serious diagnosis requiring specialist care
Conflicting medical opinions or unclear diagnoses
Rare or complicated conditions
Treatment decisions that feel overwhelming
Gene and cell therapy navigation
Cardiac and kidney disease management
Everyday concerns
Finding the right doctor for your needs
Understanding test results or treatment options
Navigating insurance and referrals
Second opinion requests
Post-surgery care coordination
Behavioral health challenges
Musculoskeletal conditions (back, joint, chronic pain)
Fertility support
Medical and pharmacy coordination
Any health concern where you need expert guidance
Any health concern where you need expert guidance
They helped me understand my diagnosis and connected me with a specialist who changed everything.
Nadirah's Story
Rosa's Story
Joe's Story
Joyce's Story
I was overwhelmed by conflicting opinions. My Care Advisor helped me make sense of it all."
They got me into Mayo Clinic in 5 days. On my own, it would have taken 3 months.
Health Navigator removed all the barriers—I could finally focus on getting better.
Everything handled by the Advisor
The other departments/teams at PinnacleCare & Health Navigator – research, records, etc.
Clinical/Physician
From confusion to confidence:
Your Health Navigator Journey
What makes Health Navigator different?
Health Navigator isn't just another helpline. It's your personal healthcare advocate - a real person who acts as an objective, confidential resource providing support and guidance when you have a health-related concern or are facing a health challenge.
What sets us apart:
Speed without sacrifice
Get expert guidance in days, not weeks, without cutting corners on quality
Simplicity in complexity
We translate medical jargon, coordinate appointments, and remove barriers so you can focus on healing
100% objective advice
We are not affiliated with insurance carriers or hospital systems. Our recommendations are based solely on what is best for YOUR health—not corporate interests or financial incentives. You get unbiased, patient-centered guidance, every time.
Clinical expertise backing every recommendation
Your Care Advisor is supported by board-certified medical directors and clinical professionals who bring:
- Evidence-based medical analysis of your case
- Access to leading specialists and Centers of Excellence nationwide
- Review of treatment options and clinical trials
- Expert medical opinions when diagnoses are unclear
This ensures you receive the right care, from the right provider, at the right time.
Support that lasts beyond one appointment
Unlike one-time services, your Care Advisor stays with you throughout your entire journey—whether it's a single episode or ongoing treatment over months. We don't disappear after the first call. We're here for the long haul.
No judgement, just support
Whether you're dealing with cancer or chronic back pain, we take your concern seriously.
Confidential & secure
Your health information stays private, always. All services are provided at no cost to you as part of your benefits.
What is Health Navigator?
You wouldn't navigate an unknown city without directions. Why navigate your health alone?
For peace of mind:
To reduce stress:
• Explain complex medical terminology in plain language
• Help you prepare questions for your doctor
• Navigate insurance coverage and authorization requirements
• Provide emotional support during difficult decisions
To save time:
• Expedite appointments that normally take weeks or months
• Gather and organize all your medical records
• Coordinate between multiple doctors and facilities
• Handle insurance authorizations and administrative tasks
For better outcomes:
• Connect you with Centers of Excellence for your condition
• Ensure you're getting evidence-based care
• Monitor your progress and adjust support as needed
• Identify potential complications before they become serious
We Don't Just Guide You—We're By Your Side
Our high-touch personalized approach gives you the guidance and information you need quickly to make the best decision for your diagnosis or condition, while also considering your unique needs, goals, and preferences.
Our Care Advisors are with you every step of the way to:
- Help put you on a path to a healthy life
- Answer questions to help you understand your condition or diagnosis - Walk you through your treatment options
- Achieve the best health outcome for your situation
Distance shouldn't determine your access to excellent healthcare.
We connect you to:
National Centers of Excellence
- For specialized conditions requiring top-tier expertise
Top-rated Regional Specialists
- High-quality care close to home
Virtual Care Options
- When in-person visits aren't necessary or possible
Rural Healthcare Solutions
- Telemedicine capabilities and coordinated care for remote areas
Your support team:
Your Care Advisor
Your dedicated point person
Your Care Advisor works closely with you to provide ongoing guidance and support throughout your entire healthcare journey.
They serve as:
- Your primary contact and advocate
- Your healthcare coordinator and navigator
- Your translator of complex medical information
- Your partner in decision-making
Medical Directors & Clinical Team
The experts behind the scenes
Our medical directors and clinical team provide you with deep expertise on a range of conditions and comprehensive knowledge of the healthcare system.
They deliver:
- Board-certified medical analysis
- Evidence-based treatment reviews
- Second opinion coordination
- Clinical trial research
- Ongoing case oversight
Global Network of Top Physicians
Access to the best care
Our relationships with top physicians and hospitals provide you access to the best care available—regardless of where you live.
This network includes:
- Leading specialists across all conditions
- Centers of Excellence nationwide
- Academic medical centers
- Top-rated regional providers
- Telemedicine options
Health Navigator is provided by PinnacleCare. PinnacleCare is a member of the Sun Life Financial Inc. ("Sun Life") family of companies. PinnacleCare and its employees do not diagnose medical conditions, recommend treatment options or provide medical care, and any information or services provided should not be considered medical advice. Any medical decisions should be made only after consultation with and at the direction of the member's medical provider.
© 2026 Sun Life Assurance Company of Canada, Wellesley Hills, MA 02481. All rights reserved. The Sun Life name and logo are registered trademarks of Sun Life Assurance Company of Canada.
Together, This Team Works to:
• Remove barriers to accessing high-quality care
• Ensure you receive accurate diagnoses
• Connect you with the right specialists
• Coordinate all aspects of your care
• Support you through every step of your journey
You're never navigating alone. You have an entire team in your corner.
Get started today
888-352-4969
Call
Visit online
sunlife.com/healthnav
Speak directly with a Care Advisor who will listen to your concerns and begin helping immediately.
Complete a secure online form and a Care Advisor will contact you within one business day.
Hours & response time
Available: Monday – Friday, 8:00 a.m. – 6:00 p.m. (ET)
Response time:
– Most calls answered immediately
– Complex cases reviewed within 2-3 business days
– Urgent situations expedited same-day
Voicemail after hours? We'll return your call first thing the next business day.
Pro tip:
Share this with your family members. They can access Health Navigator for their health concerns too—it's part of your family benefits.
What happens when you call?
You'll speak with a Care Advisor (not a call center—a real person dedicated to your case)
1.
They'll listen to your situation and begin gathering information
2.
A plan will be created specific to your needs
3.
Your team gets to work immediately on your behalf
4.
You'll receive ongoing updates every step of the way
5.
We know you're more than a number
Behind every health challenge is a person—a parent, spouse, colleague, and caregiver.
Health Navigator surrounds you with experts who listen, guide, and advocate for you. We help you move through uncertainty toward clarity, confidence, and recovery.
Because your health matters. Your peace of mind matters. You matter.
Learn more about Health Navigator
Putting Health Navigator to work for you
What is Health
Navigator?
Why would I contact Health Navigator?
When should I contact Health Navigator?
Where can I receive health support?
Who will I talk to when I contact Health Navigator?
How do I contact Health Navigator?
What is Health Navigator?
Health Navigator is an unbiased, confidential resource providing a personal care advisor to support you when you have a health-related question or concern or are facing a health problem.
Health Navigator’s high-touch, personalized process is:
• Fast—we know you need answers quickly.
• Seamless and smooth—we are here to make things easier and remove barriers to access care.
• Objective—we explore treatment plans and options that are solely based on what is best for you and your family.
• Designed to give you peace of mind—every physician recommendation given to a member is reviewed by one of our medical directors.
• Focused on improving your care experience—resulting in improved health outcomes.
Click here to view the member process and timeline
Day 1
Day 10
Health Navigator process and timeline
Personalized engagement strategy
Blue: the beginning and end of the journey
Green: everything handled by the Advisor
Purple: the other departments/teams at PinnacleCare & Health Navigator – research, records, etc.
Orange: clinical/Physician
Member referral
Care advisor consultation
Medical records collection
Medical Director outlines navigation plan
In-person appointment
Appointment facilitation
Research
Educational reports on diagnosis & treatment options
Specialist identification
Remote consultation
Additional needs identified
Follow-up
Verified outcomes member survey ROI Reporting
Why would I contact Health Navigator?
We don't just guide you; we are by your side on your health journey. Our high-touch personalized approach gives you the guidance you need quickly, while also considering your unique needs, goals, and preferences.
Our care advisors are with you every step of the way. They can help you:
• Get on or stay on the path to a healthy life
• Answer questions and help you understand a condition or diagnosis
• Walk you through your treatment options
• Gather and organize your medical records
• Expedite and schedule appointments
• Obtain a second opinion from leading physicians and Centers of Excellence
• Achieve the best health outcome for your situation
• And much more!
When should I contact Health Navigator?
You should contact us any time with any concerns you may have around navigating your healthcare. Whether a complex or a simple health need, Health Navigator will provide you the support and guidance necessary to help you make confident decisions about your health care.
Where can I receive health support?
Whether you live close to a Center of Excellence or in a rural community, Health Navigator can help you find the right care either in-person or virtually to fit your specific health needs and preferences. Providing you with access to top specialists and institutions—fast.
Click here to view our national and regional hospital relationship map
Who will I talk to when I contact Health Navigator?
The expert Health Navigator team works collaboratively to deliver member-focused care.
Our global relationships with top physicians and hospitals provide members access to the best care.
Our medical directors and clinical team provide members with a deep expertise on a range of conditions and knowledge of the healthcare system.
Our care advisors work closely with members to provide ongoing guidance and support.
How do I contact Health Navigator?
You can speak with a care advisor Monday through Friday from 8:00 a.m. to 6:00 p.m. (ET) by calling 888-352-4969 or visiting us at Health Navigator, powered by PinnacleCare.
The Health Navigator member experience
So, what does an experience with Health Navigator look like? Let us walk you through a recent journey of one of our members that was diagnosed with breast cancer.
Additional Resources
For more information about Health Navigator, powered by PinnacleCare, check out the additional resources below, talk to your HR team or reach out to Health Navigator directly —
call 888-352-4969 or visit us at www.sunlife.com/healthnav.
So, what does an experience with Health Navigator look like? Let us walk you through a recent journey of one of our members that was diagnosed with breast cancer.
Stay connected to your Health Navigator benefit with text messaging!
SUBSCRIBE
Stay connected to your Health Navigator benefit with text messaging!
SUBSCRIBE
Benefit Guide
Our members contact Health Navigator for many different needs. Check out some of there stories below:
Connect with us!
Call 888-352-4969
