Senior Client Liaison, Concierge

Mass General Brigham•Boston, MA

8d•$58,136 - $84,656•Onsite

About The Position

The Center for Specialized Services (CSS) is a dynamic, diverse, and highly customer-centric department designed to attract international, executive, and concierge patients to Mass General. Receiving general direction from the Administrative Director and Administrative Manager, and working closely with Client Liaisons, the Client Specialist is responsible for providing general operational and patient intake assistance to CSS patients, both domestic and international, in a discrete manner. Serves as an initial point of contact, by phone, e-mail or in person at the clinical suite located at 50 Staniford St. The Client Liaison (Concierge Medicine) serves as the face of the Center and the institution directly responsible for creating and maintaining positive and productive relationships within the Concierge Medicine practice. In addition to facilitating appointments, scheduling, verifying insurance coverage, s/he is accountable for promoting services through strategic travel / business meetings. The Client Liaison understands the healthcare dynamic and preferences for his/her physician’s panel of patients, and actively contributes to nurturing said panel with outstanding service. 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 is a lead Mass General conduit to patient, external companies, referral entities. As part of a growing, vibrant, and diverse team within Mass General’s Center for 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 Administrative Director and Administrative Manager of Center for Specialized Services (CSS), 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. 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 in the relevant language of the target company/country/region.

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 procedure

Nice To Haves

Bachelor’s degree strongly preferred

Responsibilities

Providing general operational and patient intake assistance to CSS patients, both domestic and international, in a discrete manner.
Serving as an initial point of contact, by phone, e-mail or in person at the clinical suite.
Creating and maintaining positive and productive relationships within the Concierge Medicine practice.
Facilitating appointments, scheduling, and verifying insurance coverage.
Promoting services through strategic travel / business meetings.
Understanding the healthcare dynamic and preferences for his/her physician’s panel of patients, and actively contributing to nurturing said panel with outstanding service.
Developing and maintaining 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.
Serving as a primary liaison to government agencies and other national and international customer groups.
Coordinating the health care needs of patients, families and loved ones, and referrers.
Coordinating with clinical and administrative areas to schedule appointments, assist with guest services, and deliver a consolidated care itinerary.
Modeling service excellence and developing strong relationships within and outside of the hospital to best assist patients in a discrete, often expedited manner.
Working with physicians and executives within referring entities.
Attention to detail and the ability to work independently and handle multiple priorities and deadlines.
Professionally contributing to business meetings and VIP patient interactions in the relevant language of the target company/country/region.