Patient Experience Navigator - Salem NH

About Us

MGB Integrated Care (MGBIC) 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. MGBIC 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 MGBIC, 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 - Salem NH

This is an exciting hybrid opportunity to work with a new Primary Care and Multi-Specialty team that aims to deliver exceptional in-person as well as virtual care to patients. We are looking for an enthusiastic and passionate Patient Experience Navigator 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. Working as a bridge between the patient, clinical and administrative staff, the Patient Experience Navigator helps patients, families, and caregivers access the health care delivery system through outreach, follow-up, coordination support, education, communication, and resources. 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 MGBIC. The Patient Experience Navigator embraces our culture of well-being and kindness and contributes to constant improvement across MGBIC.

Hours

Monday - Friday - 9:00 am to 5:30 pm with flexibility to cover shifts from 7 am to 7 pm when needed.

Qualifications

• High school degree required.
• At least 1-3 years of experience in high touch customer service or patient-facing roles
• Background in a related healthcare role 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
• High tolerance and comfortability with ambiguity and shifts in responsibilities and processes

How We’ll Support You

• Productive and positive team-based environment
• Collaborative approach to delivering high-quality relationship-centered care
• Opportunities for ongoing professional development and growth
• Opportunities to provide feedback and contribute to innovation across MGBIC
• Career ladder with increased compensation tied to leadership and contribution to the organization

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.