Patient Experience Navigator, Multispecialty

Site: Mass General Brigham Medical Group, Inc.

 

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

 

The Mass General Brigham Medical Group is a system-led operating entity formed by Mass General Brigham to deliver high quality, low cost, innovative community-based ambulatory care. This work stems from Mass General Brigham’s unified system strategy to bring health care closer to patients while lowering total health care costs. The Medical Group provides a wide range of offerings, including primary care, specialty care, behavioral and mental health, and urgent care, both digitally as well as at physical locations in Massachusetts, New Hampshire, and Maine. The group also offers outpatient surgery and endoscopy, imaging, cardiac testing, and infusion. We share the commitment to delivering a coordinated and comprehensive experience across all locations, ensuring the appropriate level of care is available to every patient across our care delivery sites.

Mass General Brigham at Tuscan Village is a state-of-the-art healthcare center dedicated to providing world-class, patient-centered care in a convenient and welcoming setting. As part of the renowned Mass General Brigham system, this facility offers a wide range of services, including primary care, specialty care, imaging, and outpatient procedures, all designed to meet the evolving healthcare needs of the community. Located in the vibrant Tuscan Village development in Salem, NH, the center combines cutting-edge medical expertise with a seamless patient experience, ensuring high-quality care close to home.

We are seeking a full-time, 40 hour Patient Experience Navigator to support our Multispecialty and Primary Care clinics located in Tuscan Village Salem, NH (30 Tuscan Boulevard). The desired schedule is Monday through Friday from 8:30am to 5:00pm.

 

Job Summary

Summary
Responsible for improving the quality of patient interactions and overall satisfaction within the hospital. This role involves guiding patients and their families through their healthcare journey, addressing concerns, and ensuring that their needs are met in a compassionate and efficient manner.

Does this position require Patient Care?
No

Essential Functions
-Act as the primary point of contact for patients and their families, offering guidance and support throughout their hospital stay.
-Address and resolve patient concerns, complaints, and feedback in a timely and professional manner.
-Facilitate communication between patients, families, and healthcare providers to ensure a cohesive care experience.
-Educate patients and families about their rights, hospital procedures, and available resources.
-Gather feedback from patients through surveys and direct interactions to assess patient satisfaction and identify areas for improvement.
-Work with hospital staff to ensure that patient-centered care principles are upheld.

 

Qualifications

Education
High School Diploma or Equivalent required or Bachelor's Degree Healthcare Administration preferred or Bachelor's Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree?
Yes

Licenses and Credentials

Experience
Experience in healthcare, patient services, or customer service roles in a healthcare setting. 1-2 years required and Experience in patient care and hospital operations. 1-2 years preferred

Knowledge, Skills and Abilities
- Excellent communication and interpersonal skills, with the ability to manage sensitive situations with empathy and professionalism.
- Strong problem-solving abilities and capacity to work independently and as part of a team.
- Proficiency in Microsoft Office Suite and other relevant software applications.
- Familiarity with healthcare regulations and compliance standards.

 

Additional Job Details (if applicable)

 

Remote Type

Onsite

 

Work Location

30 Tuscan Boulevard

 

Scheduled Weekly Hours

40

 

Employee Type

Regular

 

Work Shift

Day (United States of America)

 

Pay Range

- /

 

Grade

4

 

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member bri