Patient Experience Navigator, Express Care

Partner's Healthcare; Northampton (MA); On-site; USD 25,000 - 33,000; Full time

Job summary

Mass General Brigham's Express Care in Northampton is seeking a full-time Patient Experience Navigator to join our onsite team at 30 Locust St, Northampton, MA 01060. The role includes performing administrative duties, greeting patients, scheduling, billing, and supporting patient flow across a four-day on-site schedule with alternating weekends.

The ideal candidate will provide compassionate, efficient service under supervision while coordinating with other sites as needed.

Qualifications

• High School Diploma or equivalent required; other diplomas preferred.
• Admin/Secretarial experience 2-3 years required.
• No substitution of experience for degree.

Responsibilities

• Perform routine admin and clerical duties in a clinical/physician office.
• Greet and assist patients.
• Answer phones and routine inquiries.
• File materials and print appointment schedules.
• Process billing forms and scan to medical record.
• Request patient records and lab results.
• Open and distribute mail or faxes.
• Type forms, records, and memos.
• May accept co-payments.
• Handle prior authorizations, referrals, and verify registrations.
• Support patient flow and waiting area.

Skills

Office procedures

MS Office

Proofreading

Phone system

Time management

Communication skills

Interpersonal skills

Medical terminology

Education

High School Diploma or Equivalent

Trade/Technical/Vocational Diploma Related Field of Study preferred

Job description

Site: Mass General Brigham Medical Group Western Massachusetts, 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 Express Care, formally known as Urgent Care, is a convenient option for patients 18 months and older who require timely medical care, but the situation is not an emergency. Because patients typically come to us when they aren't feeling their best, it is incredibly important to us that our staff members strive to provide the compassion and emotional support our patients need. We are seeking a full-time, 36-hour Patient Experience Navigator to join our Express Care team in Northampton! Our Express Care Center is located at 30 Locust St, Northampton, MA 01060. This position is onsite four days per week and includes an every other weekend rotation. Scheduling is flexible based on departmental needs. Since Express Care is a 7-day-per-week operation that delivers care days, evenings, weekends, and holidays, we request staff to be flexible with scheduling needs and take on weekend/holiday coverage as needed. We do our best to keep all employees in their assigned locations; however, you may also be asked to float to other locations for training/precepting purposes or during times of staffing shortages/other extenuating circumstances (for cross-coverage purposes). The other locations are Southampton, Amherst, or Greenfield.

Summary Performs administrative functions to support smooth and efficient clinical service or practice operations under close to general supervision. Performs basic clerical work and tasks that are repetitive and routine. Administrative duties related to patient visits including phone calls, check-in, check-out duties. Actual job duties may vary by Department.

Essential Functions

• Perform routine administrative and clerical duties relating to a clinical service or physician practice office.
• Greet and assist patients.
• Answer telephones and assist callers with routine inquiries.
• File materials in patient folders, and print appointment schedules.
• Process patient billing forms and scan documents to patient medical record/LMR.
• Call for patient medical records and laboratory test results.
• Open and distribute mail or faxes.
• Type forms, records, schedules, memos, etc., as directed.
• May be required to accept co-payments.
• Handles, screens and/or takes messages related to prior authorizations, referrals, and verify registrations for accuracy.
• May monitor patients in waiting room and responds to any needs for information.
• Assists in patient flow processes.

Qualifications

EducationHigh School Diploma or Equivalent required orTrade/Technical/Vocational Diploma Related Field of Study preferredCan this role accept experience in lieu of a degree? NoExperienceAdministrative Assistant or Secretarial Experience 2-3 years required

Knowledge, Skills & Abilities

Proficiency with office procedures and equipment i.e. filing, copying, scanning, printing and faxing.Proficiency in MS Office.Ability to proofread and edit written documents.Ability to use phone system.Managing one's own time and the time of others.Strong verbal & written communication skills.Strong interpersonal, written and oral skills.Ability to use standard office equipment.Familiarity with medical terminology.

Additional Job Details (if applicable)

Remote Type OnsiteWork Location 30 Locust StreetScheduled Weekly Hours 36Employee Type RegularWork Shift Day (United States of America)Pay Range $17.71 - $24.40/HourlyGrade 3At Mass General Brigham, 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

1920 Mass General Brigham Medical Group Western Massachusetts, 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 Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, 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.