Jobs in America

Patient Experience Navigator, Virtual Urgent Care - Remote


Although the job is in Boston, it is a remote position that allows you to work from any part of the world. The job offer for the Patient Experience Navigator, Virtual Urgent Care - Remote position was made available on January 6, 2024, and it will expire on April 5, 2024. You have the chance to negotiate your salary with the employer since they do not reveal it. Have you considered whether full time work is a good match for your desired level of responsibility and workload?

Patient Experience Navigator, Virtual Urgent Care - Remote

- (3271984)

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 healthcare closer to patients while lowering total healthcare costs. iCare provides a wide range of offerings, including outpatient surgery, imaging, primary care, behavioral and mental health, specialty care, and urgent 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.

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

Our Team

Urgent care, sometimes known as walk-in care, fast care, or express care, is a convenient option for patients who require timely medical care, but the situation is not an emergency. We treat adults and children ages 3 and older and provide care for a wide range of illnesses and injuries. Virtual urgent care allows patients to receive one-on-one treatment from medical providers without leaving their homes. Because patients typically leverage our services 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.

The Opportunity

It's crucial to be vigilant and cautious when applying for jobs online to avoid job scams and fraudulent job postings. Be wary of job postings that ask you to use your personal bank account to handle company funds. Get in touch with the employer to confirm that the job posting is not a scam and they are seeking applicants. Be wary of job postings that require you to provide personal information before providing any details about the job or company. When reviewing job postings, be sure to check for any signs of scams or fraud, such as job descriptions that are too good to be true or requests for personal information. If you are unsure about the legitimacy of a job posting or potential employer, seek advice from a trusted friend, family member, or professional counselor. Job postings that require you to pay for a 'starter kit' or other materials are often scams. Don't apply for any job without first researching the company to verify its authenticity and credibility. Stay safe by confirming that you are on the verified website. Always be cautious when sharing personal information during the job application process, especially through electronic communication.

This position is responsible for patient check-in, queue management, coordination with providers and registration for our virtual on-demand care service. This is a full-time, 40-hour, remote role. Please note, we are seeking scheduling flexibility, for our service operates from 7:00am to 11:00pm, 7 days per week (including holidays).

What You’ll Work On


  • Contributes to a positive work environment and to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the interprofessional health care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner.
  • Performs patient check in/check out functions. Obtains and inputs accurate registration data to initiate financial clearance activities as needed.
  • Coordinates patient flow as directed with consistency, timeliness, and expert skill while meeting appropriate priority standards. Provides appropriate notification of issues that may result in service delays or denials.
  • Serves as air traffic control for the on-demand virtual care services, appropriately shifting patients within care channels.
  • First point of contact for patients and providers for support with issues that arise before, during andafter visits.


  • Uses excellent communication skills (verbal, non-verbal, written) to facilitate providing the highest quality service during every patient, physician, guest, employee, or other encounter. Responds promptly to requests by staff, patients, physicians, and other members of the patient care team. Recognizes and responds appropriately to urgent/emergent situations per protocols.
  • Generates reports and assists with department correspondence. Provides other administrative assistance as directed.
  • Acts as point of contact for on-demand virtual care queue coordination with supervisors, managers and senior leadership via phone, email, Teams and face-to-face communication.
  • Coordinates with department managers and supervisors during disaster recovery. Monitors and reports staff and queue status to ensure minimal impact to member care and service levels to support business continuity efforts.


  • Generates and communicates new ideas and suggestions that will improve quality or service.
  • Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.


  • Performs other duties as assigned.

About You

  • Ability to multi-task, prioritize and meet deadlines while working under pressure.
  • Excellent written and verbal communication skills.
  • Excellent attention to detail and follow-through.
  • Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
  • Professional electronic (chat, email) communication skills
  • Strong customer service skills
  • Ability to maintain confidentiality - keeping information private
  • Proficient in common MS Office tools including Outlook, Teams, Word, Excel, and PowerPoint
  • Quickly adaptable to new technology
  • A self-starter who can work autonomously and manage multiple projects simultaneously.
  • Demonstrates team oriented, collaborative nature and customer service attitude.
  • Professional demeanor; can interact effectively with all levels of staff and leadership as well as outside partners and guests.
  • Ability to work independently exercising good judgment, diplomacy, and discretion.
  • Excellent interpersonal skills.
  • Flexible, resourceful, and resilient. Adapts quickly and happily to changing conditions, uses resources and relationships to develop solutions.
  • HS Diploma or equivalent

Preferred Experience We Hope You Have

  • Epic knowledge is strongly desired
  • Experience in a fast-paced primary care or urgent care practice, or an ED
  • Prior work with a virtual care team
  • Familiarity with basic medical terminology
  • Associate’s or Bachelor’s Degree

EEO Statement

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.

Primary Location MA-Boston-MGB Remote See Posting for Details Work Locations MGB Remote See Posting for Details 399 Revolution Drive Somerville 02145 Job Administrative Support Organization Mass General Brigham Integrated Care Schedule Full-time Standard Hours 40 Shift Day Job Employee Status Regular Recruiting Department MGB Partners Urgent Care Job Posting Jan 5, 2024

The job posting can help you determine if the job aligns with your career goals and aspirations. Please make sure to carefully evaluate if this job is the right fit for you before submitting an application. We welcome applications from individuals who are committed to fulfilling the responsibilities and expectations of this job. Don't let the desire to submit your application quickly lead to careless mistakes and inaccuracies – take the time to do it right.