Patient Experience Navigator, Express Care

Cooley Dickinson Medical Group; Northampton (MA); On-site; USD 25,000 - 33,000; Full time

Job summary

Mass General Brigham Medical Group Western Massachusetts, Inc. is seeking a Patient Experience Navigator for Express Care in Northampton, MA. The role is 36 hours weekly, onsite four days with an every-other-weekend rotation, and flexible scheduling per department needs.

Express Care operates seven days, including evenings and holidays. Primary duties include administrative support for patient visits, check-in/out, and coordinating with other sites as needed.

Qualifications

• High School Diploma or equivalent required.
• 2-3 years Administrative Assistant or secretarial experience required.
• Familiarity with medical terminology is a plus.

Responsibilities

• Greet and assist patients.
• Answer telephones and assist callers with routine inquiries.
• Process patient billing forms and scan documents to patient medical record/LMR.
• Open and distribute mail or faxes.
• May monitor patients in waiting area and assist with information needs.
• Assist in patient flow processes.

Skills

Strong communication

Interpersonal skills

Time management

Phone etiquette

Medical terminology familiarity

Attention to detail

Office equipment handling

Education

High School Diploma

Trade/Technical Diploma

Tools

MS Office

Phone system

Computer literacy

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

Education

• High School Diploma or Equivalent required or
• Trade/Technical/Vocational Diploma Related Field of Study preferred

Can this role accept experience in lieu of a degree? No

Experience

• Administrative 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 Onsite

Work Location 30 Locust Street

Scheduled Weekly Hours 36

Employee Type Regular

Work Shift Day (United States of America)

Pay Range $17.71 - $24.40/Hourly

Grade 3At

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.