Patient Experience Navigator, Internal Medicine

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.

iCare provides 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. Our Watertown site (located 1 Mt Auburn St. Watertown, MA) is a focused practice, providing Internal Medicine and Behavioral Health services to patients!

We are seeking a full-time, 40 hour Patient Experience Navigator to support the practice Monday through Friday 8:45am-5:15pm. As a hybrid opportunity, the position entails onsite coverage and remote coverage. While onsite, responsibilities will include a blend of check-in/check-out, phones (mostly outbound calls), and administrative support. There are rare instances when the onsite days will be in Burlington during times of fluctuating staffing shortages (for cross-coverage purposes). On the remote days, the Navigator will support back office administrative operations for multiple iCare sites including but not limited to Burlington, and Watertown.

Job Summary

Specializes in providing routine administrative and secretarial support as directed and under moderate supervision, for an individual, group, or department. Responsibilities may include coordination and scheduling, supplies and equipment ordering, meeting minutes, correspondence, Answer and transfer phone calls, prepare spreadsheets and presentations. Manage schedules, coordinate travel, conference calls, payroll and transcription. This is an intermediate-level support role.

Essential Functions

Prepare reports, meeting minutes and correspondence.

Create and edit documents, spreadsheets and presentations.

Manage schedules, arrange appointments and itineraries.

Coordinate meetings, travel, conference calls, and complete expense reports.

Answer and transfer phone calls.

May perform transcription and proofread and edit literature, prepare applications for department.

Remain knowledgeable of business unit policies.

May make contacts of a sensitive, complex, and confidential nature.

Completes routine tasks under moderate supervision.

Required for All Jobs

Performs other duties as assigned

Complies with all policies and standards

Does this position require Patient Care (indirect/direct)? No

Qualifications

Education

• High School Diploma or Equivalent required or Trade/Technical/Vocational Diploma Related Field of Study preferred

Can this role accept experience in lieu of a degree? No

Experience

• administrative Assistant or Secretarial Experience 2-3 years required

Additional Job Details (if applicable)

Our philosophy is that if a new hire has strong customer service skills with a genuine passion for patient care, everything else can be taught so we are happy to teach and train

Remote Type

Hybrid

Work Location

11 Mt. Auburn Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.71 - $25.28/Hourly

Grade

3

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

0400 Mass General Brigham Medical Group, Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

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.