Patient Experience Navigator

Site: Massachusetts Eye and Ear Infirmary

 

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

**Shift:** Monday–Friday, 8:30 AM–5:00 PM

**Summary**

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

 

Education High School Diploma or Equivalent required Can this role accept experience in lieu of a degree? No Licenses and Credentials 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.

 

Physical Requirements

• Standing Frequently (34-66%)
• Walking Frequently (34-66%)
• Sitting Occasionally (3-33%)
• Pushing Occasionally (3-33%)
• Pulling Occasionally (3-33%)
• Balancing Frequently (34-66%)
• Reaching Frequently (34-66%)
• Gross Manipulation (Handling) Frequently (34-66%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

 

Onsite

 

243-245 Charles Street

 

40

 

Regular

 

Day (United States of America)

 

Pay Range

$20.84 - $29.79/Hourly

 

Grade

4

 

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. 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. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

 

5110 Massachusetts Eye and Ear Infirmary 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