Onsite Navigator

Springfield, MA
Full Time
Client Service
Entry Level

 Title: Onsite Navigator - Get Well
 

Location: This role will be based at a healthcare system in south central Massachusetts


Primary Working Hours: Monday - Friday, daytime hours, 40 hrs/week


Opportunity:

The Navigator will work in partnership with hospital teams, patient experience teams, and clinical resources to support adoption and drive utilization of the Get Well product portfolio by patients and families during their hospital stay. The individual in this role is comfortable with technology, confident in a patient-facing hospital environment, and committed to enhancing the patient and family experience through effective use of Get Well solutions.
 

 Responsibilities:

  • Work closely with clinical and non-clinical staff to build out or maintain workflows for effectively integrating Get Well solutions into the onboarding process
  • Provide consistent encouragement and training on Get Well solutions for patients and families, while offering coaching and guidance for staff to support clinical adoption
  • Consistently deliver high-quality service to patients during their hospital stay by educating them on the purpose and features of Get Well solutions
  • Serve as a guide for all questions and basic troubleshooting—quickly answering non-clinical inquiries and directing patients to the appropriate resources within the Get Well platform and hospital community
  • Maintain positive working relationships with patients, care team members, and patient family members
  • Ability to travel to community facilities within an hour commute when needed
  • Partner with Get Well’s internal teams to build our knowledge base and service offerings while supporting patients
  • May perform other duties as assigned

Requirements:
  • High School Diploma required
  • Previous experience working in a hospital or clinical setting required
  • Previous experience in customer service 
  • Excellent time-management, problem-solving, and multi-tasking skills
  • Strong communication skills, with an emphasis on active listening
  • Ability to navigate difficult and sensitive patient dynamics
  • Technologically proficient, with experience using web-based applications and a general aptitude for learning new tools and technology (e.g., Apple laptops, Google Workspace, Zoom)
  • Compliance with on-site vaccine and health requirements, as outlined by hospital and organizational policies
  • Reliable transportation and a valid driver's license to support travel to community facilities as needed
  • Familiarity with, and adherence to, general hospital policies and procedures
  • Physically able to stand and walk for extended periods during shifts
  • Professional presentation and conduct appropriate for a clinical environment
  • Commitment to maintaining organizational information security standards and safeguarding sensitive data, including ePHI and PHI, in accordance with applicable policies and regulations
 

About Get Well:

Now part of the SAI Group family, Get Well is redefining digital patient engagement by putting patients in control of their personalized healthcare journeys, both inside and outside the hospital. Get Well is combining high-tech AI navigation with high-touch care experiences driving patient activation, loyalty, and outcomes while reducing the cost of care. For almost 25 years, Get Well has served more than 10 million patients per year across over 1,000 hospitals and clinical partner sites, working to use longitudinal data analytics to better serve patients and clinicians. AI innovator SAI Group led by Chairman Romesh Wadhwani is the lead growth investor in Get Well. Get Well’s award-winning solutions were recognized again in 2024 by KLAS Research and AVIA Marketplace. Learn more at Get Well and follow-us on LinkedIn and Twitter.

When it comes to careers, our approach is simple: empower employees to do their best work and live their best professional and personal lives. Meeting the needs of a diverse group of employees across more than 30 states means offering tools to support financial, physical and emotional well-being and the choice to design what meets your needs. You’ll find everything you’d expect and many things you don’t: exceptionally generous paid time away from work, a variety of paid leave programs, savings opportunities with 401(k) and incentive plans, internal education programs, full array of health benefits, fitness reimbursement, cell phone subsidy, casual offices with snacks and drinks, peer recognition programs, health advocacy and employee assistance programs, chili cook-offs, pet insurance (yes, really) and so much more. Our most valuable benefit? An environment that supports YOU. The hourly rate for this position is between $21.00 - $24.00, plus annual bonus potential of 5%. Hourly rate is dependent upon many factors including, but not limited to, education, experience, and skills; it is subject to change and may be modified in the future.

Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

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