Patient Experience Navigator, Family Medicine - Burlington/Hybrid

About Us

Mass General Brigham Integrated Care (iCare) is a system-led operating entity formed by Mass General Brigham to develop new high quality, low cost, innovative community-based ambulatory care. This work stems from Mass General Brigham’s unified system strategy to bring health care closer to patients while lowering total health care costs. iCare provides a wide range of offerings, including outpatient surgery, imaging, primary care, behavioral and mental health, and specialty care, both digitally as well as at physical locations across the state and region.

We aspire to be people’s first choice for health and care

– rooted in well-being and kindness–

by bringing world-class care closer to home (or at home!) and

being the bridge to world-renowned hospitals and research when needed.

We are looking for team members who possess not only the relevant skills and growth potential, but positive attitudes, flexibility, and creative mindsets to join our expanding team. Opportunities exist for team members to contribute both in their primary domain as well as in other areas of the organization.

Our core values are shared fundamental beliefs that guide our decision-making and behavior and bind us together as a team. At MGBIC, we are:

• Bravely Human: We approach our work with empathy, vulnerability, and kindness.
• Clearly Honest: We seek to provide clarity amongst our teams and patients.
• Proudly Collaborative: We are all part of a team - each bringing our unique talents to bear.
• Intentionally Consistent: We intentionally live our purpose, providing a cohesive experience for both patients and providers.
• Exceptionally Creative: We continue to learn, grow, and iterate on the ways we work.

Role Overview

Our Burlington site (located at 47 Middlesex Turnpike Burlington, MA) is a focused practice, providing Family Medicine and Behavioral Health services to patients of all ages. We are seeking a full-time, 40 hour Patient Experience Navigator to support the practice Monday through Friday. As a hybrid opportunity, the position entails onsite coverage 3 days per week and remote coverage 2 days per week. While onsite, responsibilities will include a blend of check-in/check-out, phones (mostly outbound calls), and administrative support. There are rare instances when the onsite days will be in Watertown during times of fluctuating staffing shortages (for cross-coverage purposes). On the remote days, the Navigator will support back office administrative operations for multiple iCare sites including but not limited to Burlington, Watertown, and Salem, NH.

About You

• High school degree required, Bachelor’s degree preferred
• At least 1-3 years of experience in high touch customer service or patient-facing roles required
• Health care experience, specifically in the ambulatory space, preferred
• Strong written and verbal communication skills required
• Proficiency with an EHR, Epic experience preferred

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. 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.