International Intake Specialist

Mass General Brigham•Somerville, MA

2d•$23 - $33•Onsite

About The Position

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. The liaison has primary responsibility for ensuring that the health care needs of CSS patients are met, and, to the best of their ability, that the patient, their family members, and their relevant referring entities have an outstanding experience with Mass General. The Senior Patient Liaison develops and maintains strong relationships with practice leadership and other key contacts both within and outside of Mass General in order to best assist patients with their health care needs in a discreet, often expedited manner. Works with all levels of executives within client companies. Serves as the primary liaison to select embassies, government agencies and other national and international customer groups.

Requirements

High School Diploma or Equivalent required
5+ years of related experience in a health care or business environment required
Expert in EPIC and CRM systems relating to operational processes for current and prospective patients and clients.
Ability to learn and understand medical terminology and organizational departments and divisions in order to effectively collaborate with CSS clinical colleagues and schedulers to facilitate the appropriate medical appointments.
Competent with Microsoft Office desktop applications; familiar with database management software.
Ability to multitask and change priorities to best meet patients and clients needs.
Excellent relationship management skills, including negotiating, mediating, and facilitating.
Proven ability to perform well under pressure and in an ever-changing environment.
Proven ability to work independently and also as part of a team.
Proven ability to handle sensitive information in a discrete manner.
Outstanding communication skills in all formats- phone, electronic, in-person.
Able to perform all tasks of Patient Liaison I; coordinates work with Patient Liaisons.
Excellent customer service skills.
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.

Nice To Haves

Written and spoken fluency in a language other than English strongly preferred.

Responsibilities

Welcomes and greets patients who arrive at Blake or 50 Staniford. Coordinates the clinical review, medical appointments and arrival of international patients, in conjunction with Patient Liaisons.
Documents transactions in the departmental database; provides periodic data reporting
Establishes and maintains positive relationships with local, national and international healthcare providers, client groups, patients, and their families, with the intent of growing volume.
Serves as the designated “account representative” or responsible party for selected key relationships.
Has primary responsibility for complete itineraries for Center patients and referrers, carefully matching patient needs and customizing as appropriate.
Employs facilitation strategies to best meet the service and healthcare needs of all patient referrals to the department and responds to patients/client contacts whose needs that may be highly complex.
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.
Acquires and maintains comprehensive knowledge of services provided by the MGH/Partners.
Develops and maintains strong relationships with MGH professionals, MGH ancillary services and affiliated hospitals in order to expedite coordinated care for patients and clients
Teams with other CSS staff for cross-coverage in order to provide the best possible service to patients
Facilitates special projects, as required, such as special mailings and other outreach efforts.