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Exemption Status:

Exempt

Hiring Range:

$68,369.60 - $123,073.60

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:

Monday through Friday

Scheduled Hours:

8:30am - 5:00pm

Shift:

1 - Day Shift, 8 Hours (United States of America)

Hours:

40

Cost Center:

99900 - 9686 Carepath Program

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

Everyone Is a Caregiver

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.

The Senior Patient Navigator serves as a diplomat of compassion, caring and personal contact between patients/visitors, the healthcare team, and the organization. Provides non-medical assistance for the patient and family in their interactions with UMass Memorial Health. Collaborates throughout the organization to help build a culture committed to our vision of improving the patient experience and patient-centered care. The incumbent will assist the members of the clinical and operational teams to anticipate, support and meet the needs of our patients in a patient centered and supportive environment.

I. Major Responsibilities:

• Patient Experience & Coordination:  Serve as the primary non-clinical point of contact for domestic and international patients and families. Coordinate multi-specialty, multi-appointment schedules across several UMass Memorial Health facilities and service lines. Escort patients to appointments when needed to provide wayfinding support and other assistance to ensure a smooth experience. Assist patients with understanding the flow of care, appointment expectations, facility layout, and visit logistics.

• Facilitate communication among clinical teams, care management, social work, scheduling, imaging, procedural teams, and administrative partners. Maintain positive relationships with referring providers, employers, payers, and community organizations, ensuring continuity and transparency.

• Respond to urgent requests for assistance from patients and family members, including during non-business hours and weekends as needed to facilitate and coordinate urgent care.

• Domestic & International Logistics: Provide guidance and care coordination for travel, lodging, transportation, interpretation, and general logistical needs for all patient populations, including out-of-state, cross-regional, and international travelers.

• Program Development Support: Participate in driving initiatives that strengthen care access, care pathways, operational consistency, and service delivery. Identify patterns, inefficiencies, or barriers in navigation workflows; provide recommendations for improvement. Contribute to outreach efforts, presentations, and materials that promote care services internally or externally. Support strategic planning efforts that enhance patient experience and operational excellence.

• Ensure compliance with regulatory agencies such as Joint Commission and the Department of Public Health,.  Adhere to hospital policies, quality assurance programs, safety and infection control policies and procedures

• Perform similar or related duties as required or directed.

II. Position Qualifications:

Required:

Bachelor’s in nursing, social work or other healthcare related field

Preferred:

BLS/CPR Certification

Experience/Skills:

Required

• 5 plus years of experience in healthcare, preferably in ambulatory or care coordination settings.

• 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.