Patient Experience Navigator

4100 Newton-Wellesley Hospital; Newton (MA); On-site; USD 24,000 - 32,000; Full time

Job summary

Newton-Wellesley Hospital seeks a dedicated patient experience liaison to enhance the overall patient and visitor experience onsite. You will serve as a liaison between patients, families and hospital staff, delivering exceptional customer service and guiding navigation and inquiries throughout the facility.

The role emphasizes empathy, clear communication, and teamwork with clinical and administrative teams.

Qualifications

• Experience in customer service or healthcare setting preferred.
• Strong communication and empathy in interactions with patients and families.
• Ability to guide patients and visitors through the facility and address inquiries.

Responsibilities

• Greet patients, visitors, and staff with a warm and professional demeanor.
• Assist patients and visitors with navigation within the hospital and directions to departments.
• Address and resolve patient and visitor inquiries, concerns, and complaints in a timely and empathetic manner.
• Assist patients with check-in and check-out processes for a smooth experience.
• Act as a liaison between patients, families, and hospital staff with clear communication.
• Inform patients and visitors about additional hospital services and programs.

Skills

Customer service

Interpersonal communication

Teamwork

Problem solving

Empathy

Education

High School Diploma or Equivalent

Associate's Degree preferred

Healthcare Administration preferred

Tools

Microsoft Office

Navigation systems

Job description

Newton-Wellesley Hospital seeks a dedicated patient experience liaison to enhance the overall patient and visitor experience onsite. You will serve as a liaison between patients, families and hospital staff, delivering exceptional customer service and guiding navigation and inquiries throughout the facility.

The role emphasizes empathy, clear communication, and teamwork with clinical and administrative teams.