Patient Experience Navigator

Outer Cape Health Services Inc; Orleans (MA); On-site; USD 33,000 - 39,000; Full time

Job summary

Outer Cape Health Services in Orleans, MA is seeking a Patient Experience Assistant to be the first point of contact for patients and families, handling service recovery, follow‑up, and navigating care experiences.

Reporting to the Director of Patient Experience, you will investigate concerns, coordinate timely responses, and support quality improvement through data and collaboration with clinical leaders.

Qualifications

• One year of undergraduate education in healthcare, business, communications, or related field preferred.
• Experience in healthcare, customer service, patient relations, medical office operations, or quality improvement.
• Excellent judgment, conflict resolution, and ability to solve problems in a timely manner.
• Excellent interpersonal, written and verbal communication, organizational, and teamwork skills.

Responsibilities

• Respond to patient concerns, complaints, compliments, and grievances with professionalism and timely follow‑up.
• Document patient interactions and service recovery activities in Epic and other tracking systems.
• Escalate patient safety, quality, or compliance concerns to leadership.
• Monitor patient satisfaction trends and prepare routine reports and dashboards.

Skills

Customer Service

Communication

Teamwork

Education

Undergraduate coursework

Tools

EPIC EMR

Microsoft Office

Job description

Outer Cape Health Services in Orleans, MA is seeking a Patient Experience Assistant to be the first point of contact for patients and families, handling service recovery, follow‑up, and navigating care experiences.

Reporting to the Director of Patient Experience, you will investigate concerns, coordinate timely responses, and support quality improvement through data and collaboration with clinical leaders.