Client Liaison, International Patient Services

1 month ago

Boston, United States Mass General Brigham Full time

Description:

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Mass General Brigham International Patient Services represents the new systemwide initiative to provide leading clinical care to patients from around the country and around the world. This exciting new business initiative combines a broad set of existing capabilities, with a new focus on patient access. With a significant investment in this program, MGB plans to enhance patient experience by developing and improving the services offered to destination patients and driving broad-based business growth.

Mass General Brigham is dedicated to:

Serving the needs of our local and global community

Providing the highest quality health care to patients and their families

Expanding the boundaries of medicine through research

Educating the next generation of health care professional

Mass General Brigham is committed to putting every patient first. Every employee plays a role in providing a positive impact on patients and the care they receive. Your work will be distinguished by the delivery of high-quality and safe patient care, respect, and dignity in all interactions with patients, families, and colleagues and by customer service excellence.

All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:

People: Focus on serving the community through collaboration and respect

Self- Management: Accountability, professionalism and commitment to growth and development

Organization: A commitment to quality, service, and exceptional performance

Reporting to the Administrative Manager, and working closely with the team, the Client Liaison serves as the primary MGH conduit to patient, external companies, referral entities and government agencies. The Client Liaison develops and maintains strong relationships with practice leadership and other key contacts both within and outside of Mass General/Mass General Brigham to best assist patients with their health care needs in a discrete, often expedited manner. The Client Liaison coordinates with clinical and administrative areas to schedule appointments, assist with guest services, and deliver a consolidated care itinerary. The Client Liaison models service excellence and develops strong relationships within and outside of the hospital to best assist patients in a discrete, often expedited manner. Works with physicians and executives within referring entities and serves as a primary liaison to government agencies and other national and international customer groups.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Serves as the designated account representative for patients in a designated territory.
  • Provides highest level customer service to local, national and international healthcare providers and government referral entities; Mass General clinical and administrative departments; and patients and their families, with the intent of growing volume.
  • Coordinates all scheduling and logistical matters for international patients traveling to Mass General for clinical care. This includes scheduling appointments, preparing itinerary letters, securing financial clearance, and meeting with patients.
  • Establishes and maintains positive relationships with local, national, and international healthcare providers, client groups, patients, and their families, with the intent of growing volume.
  • Acquires and maintains comprehensive knowledge of services provided by Mass General Hospital and affiliated Partners Healthcare hospitals.
  • Executes high-level requests which may require some flexibility to usual operational procedures with the highest degree of professionalism and judgment.
  • Conducts research as necessary- i.e., physician profiles, hospital resources, etc., and shares this with other departmental staff.
  • Develops and maintains strong relationships with MGH professionals, MGH ancillary services and affiliated hospitals to expedite coordinated care for patients and clients.
  • Collaborates with other CISS staff to provide cross-coverage as needed.
  • Facilitates special projects, as required, such as special mailings and other outreach efforts.
  • Coordinates the clinical review, medical appointments, and arrival of international patients
  • Documents all communication in Customer Relationship Management database and other internal systems; provides periodic data reporting.
  • Is an expert in EPIC and CRM systems relating to operational processes for current and prospective patients.
  • Employs customer service recovery tactics, as needed.
  • Assists with training and mentoring new and/or junior staff.
Qualifications:

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

Other Language skills strongly preferred.

Excellent verbal and written communications skills

Effective analytical skills

Excellent interpersonal skills and ability to develop effective relationships with individuals at all levels in the organization.

Proficiency in medical terminology, office automation and hospital wide registration

Proficiency in third party reimbursement, billing and collection processes required.

Capable of providing outstanding customer service

Team player - works well with others from diverse backgrounds and cultures.

Analytically oriented; strong attention to detail

Ability to work well under pressure and to handle sensitive information and multicultural matters.

Ability to manage a large and varied workload.

Flexibility to cover multiple markets and cross cover as needed.

Excellent judgment skills with the ability to interface effectively with international patients, guests and payer sources.

Strong computer skills required.

Proactive, solution-oriented

Familiarity with the MGH environment preferred.

EDUCATION:

  • High School diploma required.
  • Bachelors degree strongly preferred.

EXPERIENCE:

  • 5 or more years of related experience in a health care or business environment required.
  • Proven diplomacy skills and the ability to work with all levels of management and medical professionals both within and outside of the organization.
  • Comprehensive knowledge of healthcare services, systems, and procedures.
  • Written and spoken fluency in another language preferred.
EEO Statement

MGH is an Affirmative Action Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Primary Location MA-Boston-MGH Main Campus

Work Locations MGH Main Campus 55 Fruit Street Boston 02114

Job Professional/Managerial

Organization Massachusetts General Hospital(MGH)

Schedule Full-time

Standard Hours 40

Shift Day Job

Employee Regular

Job Posting Oct 15, 2024

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