Client Specialist, International Patient Services

Mass General Brigham is dedicated to:

* serving the needs of our local and global community

* providing the highest quality health care to patients and their families

* expanding the boundaries of medicine through research

* educating the next generation of health care professional

Mass General Brigham is committed to putting Every Patient First. Every employee plays a role in providing a positive impact on patients and the care they receive. Your work will be distinguished by the delivery of high-quality and safe patient care, respect, and dignity in all interactions with patients, families, and colleagues and by customer service excellence.

All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:

People: Focus on serving the community through collaboration and respect

Self-Management: Accountability, professionalism and commitment to growth and development

Organization: Commitment to quality, service, and exceptional performance

International Patient Services is a dynamic, diverse, and highly customer-centric department designed to attract international patients to Mass General Brigham. It is a multicultural department that offers state-of-the-art comprehensive care and dedicated services to help patients and their families navigate care and logistics. Our multilingual staff are proud to serve patients from around the globe and provide a seamless and outstanding experience, and the Client Specialist plays a pivotal part in expert triaging and outstanding customer service to patients, their families and other individuals reaching out to Mass General's international program (International Patient Services | Mass General Brigham).

Receiving general direction from the Administrative Manager, and working closely with Client Liaisons, the Client Specialist is responsible for providing general operational and patient intake assistance to patients, both domestic and international, in a discrete manner. The Specialist serves as an initial point of contact, by phone, e-mail or in person. The incumbent, in collaboration with Client Liaisons, is often the "bridge" to clinical areas, facilitating optimal scheduling and condensed itineraries for patients; Embodies service excellence, both in person and otherwise; Assists in arranging complex patient schedules, including travel/transportation itineraries; Ensures timely communication with patients and/or their designee. And in an effort to meet all patient needs, both clinical and non-clinical, collaboratives closely with Clinical and Guest Services teams.

Meeting these expectations is key to the success of the department and the organization.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

* Serves as an initial point of contact for patients calling, e-mailing or visiting in-person, per pre-established guidelines - assesses and handles request or triages patients to the appropriate Liaison, as necessary.

* Handles routine and urgent care requests, including International medical walk-in patients - consults with clinical staff, as necessary.

* Acts as a superuser for international patient registration, and often scheduling and billing systems - provides training and assistance on these areas to others, as necessary.

* Registers and/or updates registration in both EPIC and CRM systems for international patients.

* Collects, uploads, and if necessary, transports medical records and imaging to appropriate practices - copies/scans records, reports, and other medical documentation for upload and distribution to patients and their providers.

* Provides cross-coverage for the International Patient Center Front Desk and for other staff including but not limited to Patient Care Liaisons, as needed.

* Distributes relevant institutional and/or patient forms including welcome brochures to all new patients.

* In coordination with the Patient Care Liaisons, regularly communicates with patients and/or their designees regarding the status of their requests.

* Acts independently and quickly, seeking creative solutions to solving patients' or other customers' needs.

* Helps coordinate remote second opinion requests including educational, virtual visits with patients and physicians.

* Assists in escorting patients to different facilities throughout the entire MGH downtown campus.

* Assists with guest services reservations by scheduling and organizing all non-clinical needs of patients and/or their families, including but not limited to arranging hotel reservations, air travel, private transport, dinner reservations, personal shopping appointments.

* Updates and maintains database of local hotels/accommodations, agencies, restaurants, and tour companies in CRM system

* Updates and maintains database of current and prospective clients in CRM system - ensures demographic information and call tracking is current, per pre-established CRM system guidelines.

* Maintains supply of preassembled educational materials for all patient and visitor programs and distributes as appropriate.

* Follows HIPAA guidelines for the management of patient sensitive information and the guarantee of patient privacy and confidentiality.

* Assists with service recovery and escalates the issue to a member of the leadership team when service recovery falls out of role's scope.

* Performs other duties and/or assist with special projects as appropriate for the position.

• Seeks and promotes MGB alignment for all international activity related projects.

SKILLS & COMPETENCIES REQUIRED:

• Spanish or Arabic language skills strongly preferred.
• Excellent customer service skills.
• Outstanding communication skills in all formats- phone, electronic, in-person.
• Proven ability to handle sensitive information in a discrete manner.
• Proven ability to work independently and as part of a team.
• Proven ability to perform well under pressure and in an ever-changing environment.
• Demonstrated facility with Microsoft Office and other desktop applications. EPIC familiarity highly desirable.
• Ability to work independently, multi-task, and deliver polished, professional outputs of outstanding quality in a timely manner and with minimal supervision;
• Ability to learn and understand medical terminology and organizational departments and divisions to effectively collaborate with CISS clinical colleagues and schedulers to facilitate the appropriate medical appointments.
• Ability to be organized and flexible in an environment that requires continuous monitoring and rearranging of priorities while meeting critical customer service expectations and other deadlines.
• Demonstrated cross-cultural sensitivity and ability to build relationships with colleagues and patients from different domestic and international locales and various educational backgrounds, usually virtually or remotely.
• Demonstrated poise under pressure and professional demeanor.

Massachusetts General
Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and
ideas, we choose to lead. Applications from protected veterans and
individuals with disabilities are strongly encouraged.