New 
Client Liaison, International Patient Center
 Massachusetts General Hospital | |
 United States, Massachusetts, Boston | |
| 55 Fruit Street (Show on map) | |
 May 22, 2025 | |
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GENERAL ROLE SUMMARY/OVERVIEW:
Under the supervision of the Administrative Manager, the Patient Liaison is a lead Mass General Brigham conduit to patients, external companies, referral entities and government agencies in a designated country or region. They understand the healthcare dynamic in their company, country or region of focus while developing strong relationships with practice leadership and other key contacts both within Mass General Brigham and its entities to best assist patients with their health care needs in a discrete, often expedited manner. The Patient Liaison coordinates with clinical and administrative areas to schedule appointments, assist with guest services, and deliver a consolidated care itinerary. 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 and the ability to work independently while handling multiple priorities and deadlines. PRINCIPAL DUTIES AND RESPONSIBILITIES: Patient Customer Service Serves as the designated representative for patients to coordinate their care in an assigned international market Provides highest level customer service to all healthcare providers and government referral entities; MGB clinical and administrative departments; and patients and their families Oversees all scheduling and logistical matters for international patients traveling to Mass General Brigham entities for clinical care Acquires and maintains comprehensive knowledge of services provided by Mass General Brigham affiliated 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 Mass General Brigham professionals, ancillary services, and affiliated hospitals to expedite coordinated care for patients and clients Manages international patient's care coordination by planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures Manages letters of guarantee from embassies or insurance companies Keeps in close coordination with patients and physicians of any issues that arise, including cancellation or rescheduling of services Technology Documents all communication in Customer Relationship Management (CRM) database and other internal systems; provides periodic data reporting Maintains up to date knowledge of Mass General Brigham's advances in technology and innovation Tracks patient and referring entity preferences and metrics Is or becomes an expert in electronic medical record and CRM systems relating to operational processes for current and prospective patients Seeks and promotes MGB alignment for all international activity related projects 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: A commitment to quality, service, and exceptional performance Other duties as assigned SKILLS & COMPETENCIES REQUIRED: Capable of providing outstanding customer service Superior interpersonal skills to interact effectively with all levels of staff, patients, families, and community organizations required. Must be able to collaborate and consult in an effective interdisciplinary team approach Ability to work independently, as well as a member of a multidisciplinary team Experience coordinating multiple patient care activities at the same time in a matrix organization Demonstrated ability to effectively work with individuals at all levels of the organization, including clinicians and leadership, is strongly encouraged Knowledge of EPIC and Salesforce preferred Problem solving & facilitation: Ability to think and address urgent patient and provider scheduling demands Ability to take initiative and proactively identify problems and propose solutions Exceptional organizational skills- ability to organize time and priorities effectively, asking for direction when appropriate Flexibility to handle multiple tasks and deadline pressures Ability to make decisions quickly and independently; must also understand when to escalate issues Effective analytical skills; strong attention to detail Ability to work well under pressure, to handle sensitive information, and to address multicultural matters Excellent verbal and written communications skills Proficiency in medical terminology, office automation and hospital registration Proficiency in third party reimbursement, billing and collection processes required Team player - works well with others Ability to relate to patients from varied countries and backgrounds and to respond to their needs, showing much cultural awareness and sensitivity Ability to manage a large and varied workload Strong computer skills required - Strong oral and written communication skills. EDUCATION/ EXPERIENCE:
WORKING CONDITIONS:
FISCAL RESPONSIBILITY
SUPERVISOR RESPONSIBILITY
The General Hospital Corporation is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. | |