Client Liaison – Arabic Speaking Required

• (3154784)

Under the general supervision of the Director of the Center for International and Specialized Healthcare Services CISS, the Client Liaison is the primary MGH conduit to patient, external companies, referral entities and government agencies. The Client Liaison develops and maintains strong relationships with practice leadership and other key contacts both within and outside of Mass General/Partners to best assist patients with their health care needs in a discrete, often expedited manner. Serves as the primary liaison to embassies, government agencies, and other national and international customer groups.

Serves as the designated “account representative” for patients in a designated territory.

Coordinates all scheduling and logistical matters for international patients traveling to Mass General for clinical care. This includes: scheduling appointments, preparing itinerary letters, securing financial clearance and meeting with patients.

Establishes and maintains positive relationships with local, national and international healthcare providers, client groups, patients, and their families, with the intent of growing volume.

Acquires and maintains comprehensive knowledge of services provided by Mass General Hospital and affiliated Partners Healthcare hospitals.

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

Develops and maintains strong relationships with MGH professionals, MGH ancillary services and affiliated hospitals to expedite coordinated care for patients and clients

Collaborates with other CISS staff to provide cross-coverage as needed.

Facilitates special projects, as required, such as special mailings and other outreach efforts

Coordinates the clinical review, medical appointments and arrival of international patients, in

Documents all communication in Customer Relationship Management database and other internal systems; provides periodic data reporting

Is an expert in EPIC and CRM systems relating to operational processes for current and prospective patients

Employs customer service recovery tactics, as needed

Assists with training and mentoring new and/or junior staff

EDUCATION:
High School diploma required

Bachelor’s degree strongly preferred

Arabic Language Skills Required

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 procedures

Excellent verbal and written communications skills

Effective analytical skills

Excellent interpersonal skills and ability to develop effective relationships with individuals at all levels in the organization

Proficiency in medical terminology, office automation and hospital wide registration

Proficiency in third party reimbursement, billing and collection processes required

Capable of providing outstanding customer service

Team player – works well with others

Analytically oriented; strong attention to detail

Ability to work well under pressure and to handle sensitive information and multicultural matters

Ability to manage a large and varied work load

Excellent judgment skills with the ability to interface effectively with international patients, guests and payer sources

Strong computer skills required

Proactive, solution-oriented

EEO Statement

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.

Primary Location MA-Boston-MGH Main Campus

Work Locations MGH Main Campus 55 Fruit Street Boston 02114

Job Professional/Managerial

Organization Massachusetts General Hospital(MGH)

Schedule Full-time

Standard Hours 40

Shift Day Job

Employee Status Regular

Recruiting Department MGH Center for Specialized Service

Job Posting Apr 28, 2021