Patient Experience Navigator

Massachusetts General Hospital; Boston (MA); On-site; USD 25,000 - 32,000; Full time

Job summary

Mass General Brigham is seeking a Patient Experience Advocate to enhance the overall patient and visitor experience. This 40-hour-per-week role is 100% outdoors and involves serving as a liaison between patients, families and staff, ensuring a welcoming environment and addressing concerns.

The position supports patient navigation and promotes a positive hospital image. Responsibilities include greeting, guiding to departments, resolving inquiries promptly, assisting with check-in/out, and

Qualifications

• High School diploma or equivalent; healthcare admin degree preferred.
• Experience in customer service, preferably healthcare.
• Strong interpersonal and communication skills.
• Empathy, professionalism, and the ability to handle sensitive situations.
• Ability to use office software and assist with administrative tasks.
• Ability to work with diverse teams across departments.

Responsibilities

• Greet patients and visitors with warm, professional demeanor.
• Assist with navigation to departments and services.
• Address inquiries, concerns, and complaints promptly and empathetically.
• Assist with check-in and check-out processes.
• Serve as liaison between patients, families and hospital staff.
• Provide information on additional hospital services.

Skills

Greet patients and visitors

Assist navigation within hospital

Address inquiries and complaints

Assist check-in/out

Liaison between patients, families and

Inform about services and programs

Education

High School Diploma or GED

Associate's Degree in Healthcare Administration preferred

Tools

Microsoft Office

Job description

Mass General Brigham is seeking a Patient Experience Advocate to enhance the overall patient and visitor experience. This 40-hour-per-week role is 100% outdoors and involves serving as a liaison between patients, families and staff, ensuring a welcoming environment and addressing concerns.

The position supports patient navigation and promotes a positive hospital image. Responsibilities include greeting, guiding to departments, resolving inquiries promptly, assisting with check-in/out, and