Spanish Speaking Patient Liaison

Mass General Brigham•Boston, MA

1d•$53,040 - $75,889•Onsite

About The Position

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 center 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 International Patient Liaison plays a pivotal part in the outstanding customer service patients, their families and other individuals reaching out to MGB’s international program receive. Under the supervision of the Administrative Manager, the International 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 International 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.

Requirements

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
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
Bachelor's Degree required; clinical or healthcare degree preferred
3-5 years in a health care setting with clinical experience and administrative responsibilities preferred
Proven diplomacy and cultural competence skills as well as 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

Nice To Haves

Knowledge of EPIC and Salesforce preferred
Familiarity with MGB environments preferred
Bilingual or Multilingual in Arabic preferred

Responsibilities

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
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
Other duties as assigned