Patient Navigation Specialist

Needham, MA
• Beth Israel Lahey Health
• Full-time
• Day When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

The Patient Navigation Specialist supports Beth Israel Lahey Health (BILH) and its Community Hospital Division by providing coordinated, responsive assistance to patients who require enhanced support navigating the healthcare system. This includes individuals with complex medical needs, sensitive circumstances, or institutional relationships such as board members, community partners, supporters, and other stakeholders.

The Specialist works closely with clinical teams, administrative leaders, and philanthropy partners to ensure timely access to care and a positive, informed patient experience. This position requires exceptional judgment, discretion, and adherence to HIPAA regulations.

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.

Job Description:

Essential Duties & Responsibilities including but not limited to:
1. Serve as a primary resource for patients seeking assistance, providing responsive and compassionate support via phone, email, and in person interactions, where appropriate.
2. Coordinate and expedite appointments, referrals, transfers, and access to specialty care across BILH and its community hospitals.
3. Collaborate closely with the Divisional Vice President, Community Hospital Division, to support navigation needs across multiple sites.
4. Support patients and families in understanding care pathways, next steps, and available resources.
5. Promote communication between patients and care teams, upholding BILH values of dignity, respect, and equitable access.
6. Address sensitive or complex patient concerns with professionalism, discretion, and sound judgment.
7. Maintain accurate documentation, manage patient navigation databases, and prepare reports as needed.
8. Assist with operational processes such as referral programs, parking coordination, and other systems that support patient navigation and the overall patient experience.
9. Participate in initiatives to enhance the tone, efficiency, and overall quality of the patient experience across BILH and its community hospitals.
10. In collaboration with AVP, BILH, educate staff, clinicians, and leaders on the purpose and services of the Patient Navigation program.
11. Attend meetings, trainings, and events as directed by the AVP, Patient Navigation.
12. Support departmental and systemwide projects, including technology transitions (e.g., Epic) and cross functional BILH initiatives.
13. Participation in the on-call rotation will be 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.
14. Additional onsite presence may be required during urgent situations, on-call periods, or for meetings and events across BILH and its community hospitals.

Minimum Qualifications:

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.Skills, Knowledge & Abilities:
· Strong interpersonal skills with the ability to…