Patient Experience Navigator

Mass General Brigham Incorporated; Salem (MA); On-site; USD 50,802,000 - 67,480,000; Full time

Benefits offered by this job

Health insurance

Job summary

Mass General Brigham is seeking a dedicated patient experience liaison to enhance the overall patient and visitor experience within our hospital environment. You will greet, navigate, and address inquiries, coordinating with staff to ensure a welcoming and efficient experience for patients and families.

Responsibilities include assisting with check-in/check-out, resolving concerns empathetically, and communicating services to patients.

Qualifications

• High School Diploma or equivalent required; associate degree preferred.
• Experience in customer service, healthcare, or similar setting.
• Excellent interpersonal and communication skills.
• Ability to handle sensitive situations with empathy and professionalism.

Responsibilities

• Greet patients, visitors, and staff with a warm and professional demeanor.
• Assist patients and visitors with navigation within the hospital, including directions to departments, facilities, and services.
• 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, ensuring a smooth and efficient experience.
• Act as a liaison between patients, families, and hospital staff, ensuring clear and effective communication.
• Inform patients and visitors about additional hospital services and programs that may benefit them.

Skills

Customer service

Interpersonal communication

Microsoft Office

Education

High School Diploma or equivalent

Associate's Degree Healthcare Administration preferred

Job description

Mass General Brigham is seeking a dedicated patient experience liaison to enhance the overall patient and visitor experience within our hospital environment. You will greet, navigate, and address inquiries, coordinating with staff to ensure a welcoming and efficient experience for patients and families.

Responsibilities include assisting with check-in/check-out, resolving concerns empathetically, and communicating services to patients.