Patient Navigation Specialist

About the role

Beth Israel Lahey Health (BILH) is a growing organization dedicated to making a difference in people's lives through healthcare. The Patient Navigation Specialist plays a crucial role in supporting patients and their families navigate the healthcare system, particularly those with complex medical needs or sensitive circumstances.

Responsibilities

• Serve as a primary resource for patients seeking assistance, providing responsive and compassionate support via phone, email, and in-person interactions.
• Coordinate and expedite appointments, referrals, transfers, and access to specialty care across BILH and its community hospitals.
• Collaborate closely with the Divisional Vice President, Community Hospital Division, to support navigation needs across multiple sites.
• Support patients and families in understanding care pathways, next steps, and available resources.
• Promote communication between patients and care teams, upholding BILH values of dignity, respect, and equitable access.
• Address sensitive or complex patient concerns with professionalism, discretion, and sound judgment.
• Maintain accurate documentation, manage patient navigation databases, and prepare reports as needed.
• Aid in operational processes such as referral programs, parking coordination, and other systems that support patient navigation and the overall patient experience.
• Participate in initiatives to enhance the tone, efficiency, and overall quality of the patient experience across BILH and its community hospitals.
• In collaboration with AVP, BILH, educate staff, clinicians, and leaders on the purpose and services of the Patient Navigation program.
• Attend meetings, trainings, and events as directed by the AVP, Patient Navigation.
• Support departmental and systemwide projects, including technology transitions (e.g., Epic) and cross-functional BILH initiatives.
• Participation in the on-call rotation is expected once familiar and comfortable in the role. During assigned on-call periods, the Specialist must be available 24/7 to respond remotely to urgent patient needs and time-sensitive issues as they arise.

Requirements

• Education: Bachelor’s degree preferred.
• Licensure, Certification & Registration: None required; HIPAA training required upon hire.
• Experience: 5–7 years of related experience in healthcare, patient services, care coordination, or a high touch service environment. Experience working with clinical teams, senior leaders, or individuals in sensitive or high visibility roles preferred.
• Experience with systems such as Epic, Outlook, Word, Excel, PowerPoint; familiarity with philanthropy-based CRM.

Qualifications

• Strong interpersonal skills with the ability to build trust and communicate effectively across all levels of the organization.
• Ability to manage sensitive situations with discretion, empathy, and sound judgment.
• Excellent verbal and written communication skills, with the ability to clearly and effectively convey complex information to diverse audiences, ensuring accuracy, understanding, and strong collaboration across teams.
• Strong organizational and problem-solving abilities, with demonstrated capability to manage multiple priorities simultaneously, effectively prioritize tasks, and proactively address challenges to maintain efficiency and meet deadlines in a fast-paced environment.
• Ability to remain calm and effective in urgent or stressful situations.
• Commitment to providing respectful, inclusive, patient-centered support.
• Ability to maintain strict confidentiality and handle sensitive information with discretion, ensuring full compliance with HIPAA regulations and organizational privacy standards.
• Experience with core systems such as Microsoft 365 (Outlook, Word, Excel, and PowerPoint) is required.
• Prior familiarity with a philanthropy-based CRM and Epic is strongly preferred.

Skills

• Strong interpersonal skills with the ability to build trust and communicate effectively across all levels of the organization.
• Ability to manage sensitive situations with discretion, empathy, and sound judgment.
• Excellent verbal and written communication skills, with the ability to clearly and effectively convey complex information to diverse audiences, ensuring accuracy, understanding, and strong collaboration across teams.
• Strong organizational and problem-solving abilities, with demonstrated capability to manage multiple priorities simultaneously, effectively prioritize tasks, and proactively address challenges to maintain efficiency and meet deadlines in a fast-paced environment.
• Ability to remain calm and effective in urgent or stressful situations.
• Commitment to providing respectful, inclusive, patient-centered support.
• Ability to maintain strict confidentiality and handle sensitive information with discretion, ensuring full compliance with HIPAA regulations and organizational privacy standards.
• Experience with core systems such as Microsoft 365 (Outlook, Word, Excel, and PowerPoint) is required.
• Prior familiarity with a philanthropy-based CRM and Epic is strongly preferred.

Benefits

BILH offers a comprehensive benefits package designed to support your well-being and financial security. This includes health insurance, retirement plans, paid time off, and more. We are committed to fostering an inclusive workplace where everyone feels valued and supported.

Pay

$70,000.00 USD - $95,000.00 USD. Actual compensation is determined based on several factors, including seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.

Schedule

This is a hybrid position based in Needham, MA, with the ability to travel to other BILH locations as needed. The role requires three days onsite per week during the initial phase of employment, with flexibility based on operational needs. During assigned on-call periods, the Specialist must be available 24/7 to respond remotely to urgent patient needs and time-sensitive issues as they arise. Additional onsite presence may be required during urgent situations, on-call periods, or for meetings and events across BILH and its community hospitals.