Patient Experience Navigator, Multispecialty - Salem, NH at Partner's Healthcare in Salem, New Hampshire

Job Description:

Site: Mass General Brigham Medical Group, Inc.


At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.


At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.


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 4-10 hour days from 7:00am to 5:30pm but rotate 8:00am to 6:30pm with other Patient Experience Navigators on the team.



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 clinical 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)



Physical Requirements

• Standing Occasionally (3-33%)


• Walking Occasionally (3-33%)


• Sitting Constantly (67-100%)


• Lifting Occasionally (3-33%) 20lbs - 35lbs


• Carrying Occasionally (3-33%) 20lbs - 35lbs


• Pushing Rarely (Less than 2%)


• Pulling Rarely (Less than 2%)


• Climbing Rarely (Less than 2%)


• Balancing Occasionally (3-33%)


• Stooping Occasionally (3-33%)


• Kneeling Rarely (Less than 2%)


• Crouching Rarely (Less than 2%)


• Crawling Rarely (Less than 2%)


• Reaching Occasionally (3-33%)


• Gross Manipulation (Handling) Constantly (67-100%)


• Fine Manipulation (Fingering) Frequently (34-66%)


• Feeling Constantly (67-100%)


• Foot Use Rarely (Less than 2%)


• Vision - Far Constantly (67-100%)


• Vision - Near Constantly (67-100%)


• Talking Constantly (67-100%)


• Hearing Constantly (67-100%)

Remote Type


Onsite



Work Location


30 Tuscan Boulevard



Scheduled Weekly Hours


40



Employee Type


Regular



Work Shift


Day (United States of America)



EEO Statement:


Mass General Brigham Medical Group, Inc. 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.




Mass General Brigham Competency Framework



At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline. Apply Now