Patient Experience Navigator, Multispecialty - Salem, NH

Mass General Brigham Medical Group, Inc.
United States, New Hampshire, Salem
30 Tuscan Boulevard (Show on map)
Mar 26, 2025
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. 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. 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%) 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.