Client Liaison, Concierge Medicine

Mass General Brigham•Boston, MA

8d•Onsite

About The Position

Under the general supervision of the Administrative Director and Administrative Manager of the Center for Specialized Healthcare Services (CSS), the Client Liaison (Concierge Medicine) is a lead Mass General conduit to a full panel of patients receiving longitudinal care within the Concierge Medicine practice, as well as external companies and referral entities. The Client Liaison serves as the face of the Center and the institution directly responsible for creating and maintaining positive and productive relationships for growth in the Concierge Medicine portfolio. In addition to facilitating appointments, scheduling, verifying insurance coverage, s/he is accountable for promoting the practice through highest levels of customer service, promoting positive word of mouth. The Client Liaison understands the healthcare dynamic and preferences in his/her Concierge Medicine physician’s panel of patients and actively contributes to nurturing said panel. S/he 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 position requires attention to detail as well as the ability to work independently and handle multiple priorities and deadlines, as well as the ability to professionally contribute to business meetings and VIP patient interactions, continuously adapting to the relevant preferences of each patient and referring entity.

Requirements

Ability to work independently, as well as a member of a multidisciplinary team
Experience managing projects and working relationships in a matrix organization
Demonstrated ability to effectively work with clinical staff strongly encouraged.
Work directly with individuals at all levels of the organization, including clinicians and leadership
Strategic thinking & facilitation: Ability to think and address strategic and clinical demands
Ability to take initiative and proactively identify problems and propose solutions
Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate.
Flexibility to handle multiple tasks and deadline pressures
Excellent customer service skills
Outstanding communication skills in all formats- phone, electronic, in-person.
Proven ability to work independently and as part of a team
Proven ability to perform well under pressure and in an ever-changing environment
Excellent 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 to effectively collaborate with CSS clinical colleagues and schedulers to facilitate the appropriate medical appointments
Poise to represent the organization well externally via phone, written communications and in person
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

Responsibilities

Serves as the designated account representative for patients for a designated physician
Builds excellent rapport with external clients, referring entities, patients, and their families
Tracks clients’ preferences and metrics
Addresses concerns and provides resolution by exercising good judgement. Escalates when necessary
Extensive knowledge of all panel members’ preferences
Partners closely with other members of CSS (client specialists and liaisons, finance liaisons, clinical staff), exhibiting the highest level of professionalism
Serves as a model of professionalism and outstanding service for other members of the department
Provides highest level customer service to local, national and international healthcare providers and referral entities; Mass General clinical and administrative departments; and patients and their families, with the intent of growing volume.
Acquires and maintains comprehensive knowledge of services provided by Mass General Hospital and affiliated Massachusetts General Brigham hospitals.
Executes high-level requests which may require some flexibility to usual operational procedures with the highest degree of professionalism and judgment
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 CSS staff to provide cross-coverage as needed
Facilitates special projects, as required, such as special mailings and other outreach efforts
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
Meets regularly with leadership to review ongoing projects and issues