Mass General Brigham Looking for Patient Experience Navigator – Urgent Care (Boston Common) Full Time

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.

We are looking for team members who possess not only the relevant skills and growth potential, but positive attitudes, flexibility, and creative mindsets to join our expanding team. Opportunities exist for team members to contribute both in their primary domain as well as in other areas of the organization.

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.

The Opportunity: Patient Experience Navigator – Urgent Care (Boston Common)

General Overview

We are seeking a Patient Experience Navigator to work 3, 12.5-hour shifts per week with 2 on-call shifts assigned per 4-week scheduling period (overtime, weekends, and holidays as needed).

We are looking for an enthusiastic and passionate Patent Experience Navigator (PEN) who will play a primary role in helping patients and care teams experience care as a continuous relationship – one that picks up where the last interaction left off. The Patient Experience Navigator is typically the first point of contact for patients when they arrive at MGB Urgent Care. The PEN greets the patient and is responsible for registration and on demand scheduling of patients. The role requires a high level of multi-tasking in the fast paced environment of Urgent Care. Exemplary customer service skills are a must. This role will be part of a team that will frequently prototype new ideas, including digital tools, care team roles, and workflows, that may be used in designing for the future of ambulatory care across MGB Urgent Care. The Patent Experience Navigator embraces our culture of well-being and kindness and contributes to constant improvement across MGB Urgent Care.

Our Urgent Care Centers serve as a convenient and affordable urgent care option for those living and working in the Greater Boston area. Our qualified, friendly health care providers treat adults and children (age 3 and up). From coughs and colds to cuts and broken bones, our providers offer great care for a range of illnesses and injuries in clean, modern centers. We know urgent medical situations often happen unexpectedly, so our clinics are open seven days a week. Most visits last less than an hour, so our patients can get back to what matters.

Location

137 Stuart Street, Suite A-7 Boston, MA 02116 – We offer FREE parking.

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).

About You

• High school degree required
• At least 1-3 years of experience in high touch customer service or patient-facing roles
• 1-2 years of experience in a high-volume physician practice, urgent care or emergency room, preferred.
• Strong written and verbal communication skills
• A proven track record of persisting through change, demonstrating a forward-thinking perspective when under pressure and consistently stepping up to take action on challenges
• Proficiency in technology including navigating the internet and using multiple software systems simultaneously
• Proficiency with an EHR, Epic experience preferred

Preferred Experience and Skills We Hope You Have

• A strong team player who uses innovative problem-solving skills to tackle various tasks and challenges
• An individual who brings self-awareness to their daily work and is empowered to provide a meaningful experience to patients whether in-person or virtually
• An individual who thrives in cultures that focus on feedback and growth
• A nimble ability to respond to the needs of the patients and team
• An unwavering drive to help and serve others and create amazing moments for our patients and team members

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.