Network Navigator

Mass General Brigham Incorporated; Somerville, Northern (MA, KY); Hybrid; USD 34,000 - 50,000; Full time

Job summary

Mass General Brigham Health Plan is seeking a Network Navigator to proactively guide members to in-network providers, improving access to care and reducing unnecessary out-of-network utilization. You will partner with utilization management, case management, and provider relations to streamline referrals and scheduling.

The role emphasizes clear communication, education about plan benefits, and helping members through complex care transitions.

Qualifications

• Strong knowledge of healthcare resources, community services, and patient advocacy.
• Excellent communication and interpersonal skills.

Responsibilities

• Member Navigation & Access to Care: Help members identify and access in-network primary and specialty care and ancillary services.
• Network Utilization & Leakage Reduction: Identify out-of-network utilization drivers and redirect care to in-network providers.
• Provider Coordination: Confirm network participation, availability, and scheduling with provider offices.
• Member Education & Engagement: Explain benefits, requirements, and network rules clearly to members.
• Documentation, Tracking & Reporting: Document outreach and track access and satisfaction metrics.
• Collaboration & Quality Support: Work with clinical teams to support integrated member care and CAHPS improvement.

Skills

Communication skills

Interpersonal skills

Education

Bachelor's Degree

Job description

Site: Mass General Brigham Health Plan Holding Company, 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.

Job Summary

Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are at the forefront of transformation with one of the world’s leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage. Our work centers on creating an exceptional member experience – a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise within a welcoming and supportive environment that embraces their unique and varied backgrounds, experiences, and skills. We are pleased to offer competitive salaries and a benefits package with flexible work options, career growth opportunities, and much more.

The Network Navigator is responsible for proactively guiding health plan members to appropriate, high-quality, in‑network providers to improve access to care, reduce leakage, and enhance member experience. This role serves as a key connection point between members, providers, and internal teams to overcome access barriers, schedule appointments, and ensure timely, coordinated care within the plan’s provider network. The Network Navigator will work with Utilization Management, case management, and provider/facility-based discharge planners to ensure access and guidance to in‑network facilities and providers to reduce the administrative burden on members and reduce out‑of‑network utilization, when appropriate.

Primary Responsibilities

• Member Navigation & Access to Care
  • Proactively assist members in identifying and accessing in‑network primary care, specialty care, and ancillary services
  • Educate members on the benefits of using in‑network providers, including cost savings and continuity of care
  • Support appointment scheduling, follow‑ups, and referrals to reduce delays in care
  • Assist members facing access challenges (e.g., provider availability, geographic barriers, transportation, language needs)
• Network Utilization & Leakage Reduction
  • Identify and address out‑of‑network utilization drivers and work to redirect care to in‑network providers when clinically appropriate
  • Collaborate with utilization management, care management, and provider relations teams to close network gaps
  • Monitor member interactions to identify high‑risk leakage patterns and access barriers
• Provider Coordination
  • Coordinate with provider offices to confirm network participation, availability, and appointment scheduling
  • Assist providers with member onboarding, referral workflows, and benefit clarification when needed
  • Escalate provider access or capacity issues to Network Management or Provider Relations
• Member Education & Engagement
  • Explain health plan benefits, referral requirements, and network rules in clear, member‑friendly language
  • Serve as a trusted point of contact to reduce member confusion and frustration
  • Support new members, high utilizers, and members with complex needs during care transitions
• Documentation, Tracking & Reporting
  • Document member outreach, navigation activities, and outcomes in care management or CRM systems
  • Track metrics related to access to care, appointment completion, network utilization, and member satisfaction
  • Identify trends and provide recommendations for network optimization and member engagement strategies
• Collaboration & Quality Support
  • Partner with clinical teams, quality improvement, care management, and customer service to support integrated member care
  • Support health plan initiatives related to access standards, CAHPS improvement, and regulatory compliance
  • Participate in interdisciplinary meetings and quality improvement efforts

Qualifications

Education: Bachelor's Degree required; experience can be considered in lieu of a degree

Experience: At least 1-2 years of social work, case management, or related field, ideally in a clinical setting, preferred

Experience: At least 2-4 years of experience in healthcare navigation, care coordination, member services, or managed care highly preferred

Strong understanding of health plan provider networks, referral and authorization processes, and member benefits and access requirements highly preferred

Preferred Qualifications: Experience in a health plan, managed care organization, or population health program

Clinical background (RN, LPN, or allied health professional) strongly preferred

Experience working with Medicaid, Medicare, or dual‑eligible populations

Familiarity with network adequacy, access standards, and compliance requirements

Knowledge, Skills, and Abilities: Strong knowledge of healthcare resources, community services, and patient advocacy. Excellent communication and interpersonal skills. Ability to collaborate effectively with healthcare professionals across multiple disciplines and experiences. Strong organizational and time management skills. Familiarity with electronic health records and case management software.

Additional Job Details (if applicable)

Working Conditions: This is a full‑time role with a Monday through Friday, 8:30‑5PM EST schedule. This is a remote role that can be done from most US states. Remote workdays require a stable, secure, quiet, and HIPAA‑compliant workspace. This will be confirmed via Microsoft Teams video for all employees.

Remote Type: Remote

Work Location: 399 Revolution Drive (United States of America)

Scheduled Weekly Hours: 40

Employee Type: Regular

Work Shift: Day (United States of America)

Pay Range: $25.50 – $36.49/Hourly

Grade: 5

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.

EEO Statement

8925 Mass General Brigham Health Plan Holding Company, 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 Section503 of the Rehabilitation Act of1973, the Vietnam Veteran’s Readjustment Act of1974, and TitleI of the Americans with Disabilities Act of1990, 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.

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Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives.

Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine.

Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.