Patient Navigator - Executive and Concierge Medicine

Exemption Status:

Hiring Range:

Please note that the final offer may vary within this range based on a candidate's experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:

• Reports to the Director, Executive and Concierge Medicine, and partners with System executives as needed, to support the Executive and Concierge Medicine service line.
• Guides patients through their many appointments and exams, answers questions they may have, and serves as a resource throughout their care by maintaining ongoing communication/ collaboration with clinical team and acting as a resource and referral source.
• Responds to urgent requests for assistance, including during non-business hours and weekends through communication with patients and family members as needed to facilitate and coordinate care.
• Cultivates a productive relationship with physicians, clinical and support staff to accommodate special or urgent patient request to grow overall executive and concierge medicine and concierge-like patient services.
• Utilizes critical thinking, analysis, and problem-solving skills in handling issues, resolving conflicts, maintaining procedural compliance, and ensuring patient satisfaction.
• Serves as the "Concierge" for patient as they wait to see a provider; provides general assistance to patients in the waiting area (completing paperwork, Portal registration, Q&A, limited patient recreation and education, etc.) and serves as the liaison between the clinical staff and patients.
• Serves as an innovator, relationship builder, continually nurturing and expanding patient advocate/navigator networks.
• Serves as an advocate for patients and families regarding their needs and concerns related to the treatment plan.
• Performs extra, inter-, and intra- department/agency liaison work with other service providers, as needed.
• Encourages and supports diverse views and approaches, creating an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients, and visitors.
• Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
• Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc. Develops and maintains procedures necessary to meet regulatory requirements.
• Ensures that patient advocate/navigator role complies with hospital established policies, quality assurance programs, safety, and infection control policies and procedures, as also aligned with the executive and concierge medicine service line.
• Ensures adequate equipment and supplies for navigator workflows.
• Develops and maintains established and standardized departmental policies, procedures, and objectives.
• Ensures compliance to all health and safety regulations and requirements.
• Performs similar or related duties as required or directed.

II. Position Qualifications:

License/Certification/Education:

Required:
Bachelor's in health care administration or related field required.

Preferred:

• BLS/CPR Certification preferred.

Experience/Skills:

Required

• 2-4 years of experience in healthcare or service industry
• High level of enthusiasm about patient centered health care and the patient experience.
• Excellent customer service skills and strategic business and healthcare awareness.
• Ability to analyze complex problems and develop recommendations and solutions.
• Ability to communicate clearly and concisely in both oral and written form.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.