Patient Liaison, Spanish Speaking

Mass General Brigham • Boston, MA

1d • Onsite

About The Position

Under the direction of the Assistant Director, International Office, the Patient Liaison works with hospital departments and across the Mass General Brigham healthcare system to coordinate care for international patients. The role supports an efficient care process and high levels of patient and physician satisfaction, while helping identify opportunities to expand and improve international referrals from patients and referring physicians.

The Patient Liaison manages cases and coordinates inpatient and outpatient care with providers for consultations, diagnosis, and procedures. The role also arranges consultations at affiliated locations, manages billing and payments, maintains accurate international demographic and financial information in hospital registration systems, and handles letters of guarantee from embassies or insurance companies. The liaison informs patients and physician offices about potential deposit issues that could result in cancellation or rescheduling. The position calls for concierge-level service and positive representation of the International Program.

The work is performed onsite in a busy office environment with frequent interruptions. Work can be fast-paced and challenging due to the department’s size and complexity.

Requirements

• Bachelor’s degree in a related field.
• One to two years of program support or program management experience.
• Ability to prioritize, delegate, and manage multiple projects and responsibilities simultaneously.
• Basic financial and accounting skills.
• Strong oral and written communication skills.
• Superior interpersonal skills to interact effectively with staff at all levels, patients, families, and community organizations.
• Ability to collaborate and consult effectively as part of an interdisciplinary team.
• Proficiency in medical terminology.
• Computer proficiency, especially with Microsoft Office.
• Excellent organizational and time-management skills.
• Ability to work under pressure and handle sensitive information and multicultural matters.
• Ability to relate to patients from varied countries and backgrounds and respond with cultural awareness and sensitivity.

Nice To Haves

• Three to five years of experience in a healthcare setting with administrative responsibilities.
• Bilingual ability.
• Familiarity with a hospital environment.

Responsibilities

• Manage cases and plan inpatient and outpatient care with providers for consultations, diagnosis, and medical procedures.
• Facilitate consultations at affiliated locations.
• Use a web-based appointment system and create ad hoc reports in response to client requests.
• Analyze data to propose service opportunities, notify care providers, and respond to client requests.
• Manage billing and payments to provide timely, seamless service.
• Ensure international demographic and financial data are accurate in hospital registration systems.
• Receive and manage letters of guarantee from embassies or insurance companies.
• Notify patients and physician offices about potential deposit requirements and related risks of cancellation or rescheduling.
• Promote awareness of the International Program within and outside the hospital.
• Provide concierge-level attention to each patient.

Benefits

• Competitive base pay.
• Comprehensive benefits.
• Career advancement opportunities.
• Differentials, premiums, and bonuses as applicable.
• Recognition programs designed to celebrate contributions and support professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level