Patient Liaison, International Patient Center

Site: The General Hospital Corporation

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

This Liaison will be assigned to the Canada market.
The onsite locations are MGH main campus, 55 Fruit Street, and Brigham Campus, 15 Francis Street. Primarily based at MGH.

Job Summary

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 patients 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 Brighams 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.

Qualifications

EDUCATION/ EXPERIENCE:

• Bachelor's Degree required
• 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
• Familiarity with MGB environments preferred
• Bilingual or Multilingual in a major language (Spanish, Mandarin, Arabic,) preferred

WORKING CONDITIONS:

• Work location is based on the need of the operations and could be located at Massachusetts General Hospital, Brigham and Womens Hospital, Assembly Row, or Hybrid
• Travel between MGB sites could arise
• Office Setting with occasional on-call night or weekend work sit, stand, walk/wheel, reach, lift under 15 lbs
• Professional attire at all times

FISCAL RESPONSIBILITY

• Ability to coordinate with International Patient Services Financial Coordinators

SUPERVISOR RESPONSIBILITY

• None

Additional Job Details (if applicable)

Remote Type

Onsite

Work Location

55 Fruit Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$52,000.00 - $74,401.60/Annual

Grade

5 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

The General Hospital Corporation is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at .

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.