Patient Experience Navigator, Express Care

Mass General Brigham; Northampton (MA); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Competitive base pay

Comprehensive benefits

Career advancement opportunities

Differentials, premiums and bonuses as

Recognition programs

Job summary

Mass General Brigham is seeking a full-time Patient Experience Navigator to join our Express Care team in Northampton, MA. This 36-hour, onsite role supports patients with clerical tasks, scheduling, billing, and front-desk duties in a fast-paced environment.

The position requires a high school diploma and 2-3 years of administrative experience; proficiency with MS Office and strong communication are essential. The role may involve occasional cross-location coverage across Western Mass.

Qualifications

• High School diploma or equivalent required; trade/technical diploma preferred.
• Administrative Assistant or secretarial experience 2-3 years required.
• Strong communication, organization, and basic medical terminology familiarity.

Responsibilities

• Greet and assist patients and answer routine inquiries.
• Handle clerical tasks, filing, scheduling, and chart organization.
• Process patient billing forms and verify registrations.
• Support patient flow and assist with information needs.

Skills

Office procedures

MS Office

Proofread

Phone system

Time management

Communication

Interpersonal skills

Medical terminology

Education

High School Diploma/Equivalent

Tools

MS Office

Job description

About Mass General Brigham

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.

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

• 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 3

Benefits & Compensation

• Competitive base pay
• Comprehensive benefits
• Career advancement opportunities
• Differentails, premiums and bonuses as applicable
• 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.

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.

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Company Culture

Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.