NSPG New Patient Intake Administrative Navigator

Peabody, MA | Social Services/Mental Health - Other


The New Patient Intake Administrative Navigator, as a member of the NSPG team, collaborates to enhance the delivery of patient care services along the continuum of care. The Patient Intake Navigator works with the NSPG Practices to ensure that new patients are established with the physician in order to obtain the services they need. The position requires a high degree of flexibility, independence and willingness to participate in multiple activities and provide support to all members of the NSPG Practices and Operations team. A successful candidate in this position must have strong communication skills and be able to comfortably converse with patients and their families, primary care and specialty physicians and practice staff.

Under the direction of the NSPG Supervisor and Manager for the New Patient Intake Department, the Navigator is responsible for assisting and supporting the practices in coordinating new patient referrals. The Navigator, upon will work with patients in to provide information related to the primary care practice chosen as well as the additional services NSPG offers such as Urgent Care and the vast array of specialty services that can support the patient's medical needs.


Performs Patient Intake duties and responsibilities by:

- Supporting an environment for effective, patient-focused care management and services for the patients selecting NSPG Practices. Including but not limited to additional projects identified by operations team or supervisor/manager to meet patient care needs or site specific requests such as referral management, prior authorizations, missed new patient appointment outreach, verifying ACO eligibility based on listing and schedule appointments for continuum of care.
- Contributing to an environment that promotes positive patient outcomes.
- Promoting an environment that is sensitive to the culturally diverse needs of patients, families and employees.
- Demonstrating techniques to achieve successful care management outcomes, including positive relationship building, effective written/verbal communication, ability to effect change, planning, organizing and problem-solving skills.
- Researches resources and programs available to patients and their caregivers, including but not limited to: Financial and insurance resources, Patient materials including coordination of relevant patient services pertaining to new patient appointments, physician and site specific information, patient gateway portal, urgent care availability, and specialist services offered in NSPG.

Works collaboratively with NSPG Primary Care Practices to provide patients with, including but not limited to:

- Assisting NSPG Practices as necessary with special projects
- Researching and finding resources to assist patients navigate their care within NSPG
- Coaching patients to promote self-care and providing patient education, as appropriate
- Contacting patients for missed new patient appointments to reschedule if needed and track missed and kept appointments for reporting purposes.

Customer Service Responsibilities:
- Consistently displays professional demeanor.
- Promptly and courteously responds to patients, as well as internal and externals customers.
- Appropriately adheres to the NSPG/NSMC Code of Conduct.

- Appropriately responds to patient inquiries via telephone following established protocols
- Follows procedures for verification of patient demographics information including insurance verification prior to the patient visit
- Utilizing established protocols, appropriately schedules patients whenever possible, at the patients' convenience for provider visits
- Registers all patients at each visit utilizing established policies for the capture of complete and up-to-date patient and insurance information
- Assists in financial clearance ensuring appropriate referrals and/or prior authorizations are obtained
- Processes referral requests by physicians and patients within a timely manner and according to clinic procedure
- Follows clinical guidelines to sort referrals and schedule appropriately based on meeting clinical criteria
- As assigned, processes and maintains medical records in accordance with records protocols
- Performs other duties as assigned


Required Skills

- Demonstrated assessment and problem solving skills.
- Strong interpersonal skills.
- Ability to work independently with minimal supervision.
- Goal oriented and accountable in complex medical environment.
- Demonstrated organizational and time management skills.
- Strong oral and written communication skills
- Strong computer skills, including Microsoft Word, Excel and SharePoint.
- Knowledge of Epic functionality to include Cadence and Ambulatory navigation.
- Knowledge of referral, eligibilty and prior authorization processes and websites such as but not limited to Connex, Noah, Evicore, NIA and Mass.gov
- Strong analytical and problem solving skills and demonstrates appropriate judgment in decision making.
- Must have ability to interact effectively with a wide range of personalities, ages, and diverse cultural backgrounds.
- Demonstrates appropriate communication skills for the patient population.
- Must be able to work in a fast paced environment and demonstrate performance agility in a continuously changing environment.

Preferred Skills

Bilingual or Multilingual

Required Experience

Minimum 5 years work experience required, 2 of which must be in a related field.

Preferred Experience

At least 2 years work experience with demonstrated experience and skills necessary to support the provision multiple medical specialties.

Required Education

Bachelor's degree or High School degree with 5 years directly related experience.

Applicants with relevant experience will be considered. North Shore Medical Center is an affirmative action/equal opportunity employer. Minorities and women are strongly encouraged to apply. Pre-employment drug screening is required.

Why North Shore Physicians Group?

You’ll practice at the leading edge of patient-focused medicine in one of New England’s most scenic and historic locations. And you’ll make a difference every single day. Make your move to NSPG. We’re one team, with one focus. Join us.

With NSPG you’ll experience:

Excellent quality of life

The North Shore area offers:

  • Communities with varied and rich histories and convenient access to museums, art, restaurants and shops.
  • Natural beauty, handsome architecture and vivid history — only 15 miles north of Boston.
  • 30 miles of gorgeous rocky coastline with breathtaking beaches and harbors.
  • World-class sailing and close proximity to the mountains and picturesque New England.
  • Easy access to a multitude of universities, colleges, and public and private schools.

Clinical excellence

  • Our practices are certified Level 3 NCQA Patient-Centered Medical Homes.
  • For the fifth year in a row, North Shore Medical Center has been ranked a top regional hospital in Boston and Massachusetts by U.S. News & World Report.
  • Our affiliate, Massachusetts General Hospital, is one of U.S. News & World Report’s top three Honor Roll hospitals in America.
  • NSPG and NSMC use the Epic EMR that integrates patient care through the Partners HealthCare System, including Massachusetts General Hospital and Brigham and Women’s Hospital.

Career advancement

  • Grow, learn and develop new practice innovations.
  • Continue your medical education.
  • Make academic connections and explore teaching opportunities.
  • Explore leadership opportunities.
  • Develop clinical and administrative career ladders.

A supportive practice environment

  • Collaborative professionals.
  • Patient-centered care model.
  • Leadership that listens and values your contributions and ideas.
  • Autonomy and respect for your skills and expertise.
  • Excellent salary and benefits.


Keywords: Boston medical center, Boston area, Best regional hospital, Best hospital, North Shore’s largest provider, North Shore Medical Center, Massachusetts General Hospital, Brigham and Women’s Hospital, Salem Hospital, Union Hospital, Designated stroke center, High-performing, Partners HealthCare, Community health, Community hospital system, Clinician, Massachusetts hospital, Electronic medical records, Epic EMRs, In-patient, Teaching, Academic medicine, Clinical ladder, Level III Trauma Center, Nationally recognized, Outpatient, Patient-focused care, Patient-Centered Medical Home, Provider, Wellness, U.S. New & World Report ranking, Expert, Serve, Care, Healthcare, Multispecialty, Boston, North Shore, Marblehead, Salem, Peabody, Danvers, Lynnfield, Lynn, Melrose, Wakefield, Manchester, Nahant, Topsfield, Wenham, Middleton, Malden, Revere, Beverly, Rowley, Saugus, Swampscott