Patient Experience Navigator, Urgent Care - Boston Common at Mass General Brigham Medical Group in Boston, Massachusetts

Posted in Other 2 days ago.





Job Description:

About Us



Mass General Brigham Integrated Care is a system-led operating entity formed by Mass General Brigham to develop new 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. MGB Integrated Care will provide a wide range of offerings, including outpatient surgery, imaging, primary care, behavioral and mental health, and specialty care, both digitally as well as at physical locations across the state and region.


We aspire to be people's first choice for health and care


- rooted in well-being and kindness -


by bringing world-class care closer to home (or at home!) and


being the bridge to world-renowned hospitals and research when needed.


Our core values are shared fundamental beliefs that guide our decision-making and behavior and bind us together as a team. At MGB Integrated Care, we are:


  • Bravely Human: We approach our work with empathy, vulnerability, and kindness.

  • Clearly Honest: We seek to provide clarity amongst our teams and patients.

  • Proudly Collaborative: We are all part of a team - each bringing our unique talents to bear.

  • Intentionally Consistent: We intentionally live our purpose, providing a cohesive experience for both patients and providers.

  • Exceptionally Creative: We continue to learn, grow, and iterate on the ways we work.




Our Team



Urgent care, sometimes known as walk-in care, fast care, or express care, is a convenient option for patients who require timely medical care, but the situation is not an emergency. We treat adults and children ages 3 and older and provide care for a wide range of illnesses and injuries, including allergies, asthma, coughs, bronchitis, colds, flu, COVID-19, fever, headache, broken bones, sprains and strains, eye and ear infections, rashes, cuts, sexually transmitted infections, stomach pain, diarrhea, and vomiting. Because patients typically come to us when they aren't feeling their best, it is incredibly important to us that our staff members strive to provide the compassion and emotional support our patients need.



The Opportunity



We are seeking a full-time Patient Experience Navigator to work 3, 12.5-hour shifts per week onsite at our Urgent Care center located at 137 Stuart Street, Boston, MA. (We offer free parking!)


Since Urgent Care is a 7-day-per-week operation that delivers care days, evenings, weekends, and holidays, the schedule for this role will 2 on-call shifts per 4-week scheduling period, as well as overtime, weekend, and holiday coverage as needed.


We do our best to keep all employees at their assigned centers; however, for on-call shifts, employees must be able to commute to any of our locations, including Boston Common, Brookline, Cambridge, Lynn, Natick, Newton, Westwood, and Woburn. You may also be asked to report to any of these centers during orientation (for training/precepting purposes) or during times of staffing shortages or other extenuating circumstances (for cross-coverage purposes).



Role Overview



Patent Experience Navigators (or PENs) are the first point of contact for our patients when they arrive at our Urgent Care center. Dedicated to administrative support, PENs are responsible for greeting, registration, and on-demand scheduling.


Are you ready to help us deliver top-notch care and exceed patients' expectations of what a visit to the doctor is like?



Qualifications

Qualifications



We're committed to delivering the highest level of care with a smile, and we're looking for people like you to help us do so! Whether you are seeking to gain more experience in the healthcare industry or a proven healthcare professional seeking a new challenge, the Patient Experience Navigator role is the opportunity for you. When hiring, we look for candidates who not only possess relevant skills and growth potential, but positive attitudes, flexibility, and creative mindsets.


  • High school degree required.

  • A minimum of 1 year of experience in a high-touch customer service or patient-facing role required

  • Experience working in a high-volume physician practice, urgent care, or emergency room preferred.






EEO Statement

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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