Client Liaison, International and Specialized Healthcare Services
3 weeks ago
DescriptionGENERAL SUMMARY/ OVERVIEW STATEMENT: The Client Liaison is the primary conduit to international patients, external referrers, and clinical departments for one of America’s most highly rated hospitals. As part of a growing, vibrant, and diverse team within Mass General’s Center for International and Specialized Healthcare Services, this highly organized and service-oriented individual has primary responsibility for coordinating the health care needs of patients, families and loved ones, and referrers. Receiving guidance from the Director of International Services, the client liaison coordinates with clinical and administrative areas to schedule appointments, assist with guest services, and deliver a consolidated care itinerary.
The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.
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: 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.Develops clinical appointment itineraries for patients and referrers, carefully matching patient needs and customizing as appropriate.Demonstrates strong judgment, highest levels of professionalism, ability to manage sensitive information with discretion, and flexibility in executing high-level requests.Conducts research as necessary- i.e., physician profiles, hospital resources, etc., and shares this with other departmental staff.Maintains comprehensive knowledge of Mass General services and builds strong relationships with physicians, staff, and affiliated hospitals to expedite coordinated care for patients and clients.Is skilled in utilization of electronic medical record (EPIC) and Customer Relationship Management systems.Assists with training and mentoring new and/or junior staff.QualificationsSKILLS/ ABILITIES/ COMPETENCIES REQUIRED: Excellent customer service skillsOutstanding communication skills in all formats- phone, electronic, in-person.Proven ability to work independently and also as part of a teamProven ability to perform well under pressure and in an ever-changing environmentExcellent relationship management skills, including negotiating, mediating, and facilitating.Ability to multitask and change priorities to best meet patients and clients needs.Competent with Microsoft Office desktop applications; familiar with database management software.Ability to learn and understand medical terminology and organizational departments and divisions in order to effectively collaborate with CISS clinical colleagues and schedulers to facilitate the appropriate medical appointments.Poise to represent the organization well externally via phone, written communications and in personEDUCATION: High School diploma requiredBachelor’s degree strongly preferred.EXPERIENCE:5 or more years of related experience in a health care or business environment requiredProven 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 Arabic, Mandarin Chinese or Spanish strongly preferred.Job Field: Professional/ManagerialOrganization: Massachusetts General Hospital(MGH)Schedule: Full-timeShift: Day JobEmployee Status: Regular
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Boston, MA, United States Mass General Brigham Full timeDescriptionGENERAL SUMMARY/ OVERVIEW STATEMENT: The Client Liaison is the primary conduit to international patients, external referrers, and clinical departments for one of America’s most highly rated hospitals. As part of a growing, vibrant, and diverse team within Mass General’s Center for International and Specialized...
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