Patient Experience Navigator
Mass General Brigham
Summary
Shift: Monday–Friday, 8:30 AM–5:00 PM. Responsible for coordinating the safe and efficient movement of patients, visitors, and staff throughout the facility. Receives and prioritizes escort requests, dispatches appropriate personnel, and ensures timely assistance and wayfinding support. Does this position require patient care? No.
Job description
Job Summary
Shift: Monday–Friday, 8:30 AM–5:00 PM. Responsible for coordinating the safe and efficient movement of patients, visitors, and staff throughout the facility. Receives and prioritizes escort requests, dispatches appropriate personnel, and ensures timely assistance and wayfinding support. Does this position require patient care? No.
Essential Functions
- Receive incoming calls and requests from patients, visitors, and hospital staff for escort services and wayfinding assistance
- Gather relevant information, including pickup location, destination, and any specific needs or accommodations
- Assess and prioritize escort requests based on urgency and operational needs
- Maintain accurate records of escort requests, including times, locations, destinations, and services provided
- Dispatch and coordinate escort personnel, communicating assignments, destinations, and special instructions
- Collaborate with nursing units, outpatient clinics, administrative offices, and other departments to ensure efficient escort services
- Monitor the progress of escort assignments, ensure timely completion, and address delays or issues as needed
- Work with security personnel and hospital staff to address safety and security concerns during escort services
Qualifications
Education: High School Diploma or Equivalent required. Can this role accept experience in lieu of a degree? No.
Experience: Customer Service Experience 1-2 years preferred.
Knowledge, Skills and Abilities
- Familiarity with hospital operations, including different departments, units, and key locations within the facility
- Proficient in using computer systems and software for data entry, record-keeping, and communication
- Ability to work in a fast-paced environment, remaining composed and professional under pressure
- Good problem-solving skills, with the ability to think quickly and make appropriate decisions in dynamic situations
- Effective teamwork and collaboration skills, as you will be interacting with various hospital personnel and departments
Requirements
- High School Diploma or Equivalent required
- Customer Service Experience 1-2 years preferred
- Familiarity with hospital operations, including different departments, units, and key locations within the facility
- Proficient in using computer systems and software for data entry, record-keeping, and communication
- Ability to work in a fast-paced environment, remaining composed and professional under pressure
- Good problem-solving skills, with the ability to think quickly and make appropriate decisions in dynamic situations
- Effective teamwork and collaboration skills
Benefits
- Health Insurance
- Career Advancement Opportunities
- Recognition Programs
Company overview
Mass General Brigham is one of the largest integrated healthcare delivery systems in the United States, formed through the merger of Massachusetts General Hospital and Brigham and Women's Hospital. Based in Boston, Massachusetts, this academic medical center system operates multiple hospitals, specialty facilities, and community health centers throughout New England. The organization is renowned for its world-class patient care, cutting-edge medical research, and comprehensive medical education programs. As a teaching affiliate of Harvard Medical School, Mass General Brigham trains the next generation of healthcare professionals while advancing medical science through groundbreaking research initiatives. The system provides a full continuum of healthcare services, from primary care and preventive medicine to complex specialty treatments and emergency services. With a focus on innovation and patient-centered care, Mass General Brigham consistently ranks among the top hospital systems in the nation for clinical excellence and research output.