CLIENT SPECIALIST Center for Specialized Service Mandarin or Arabic skills preferred
CLIENT SPECIALIST Center for Specialized Service Mandarin or Arabic skills preferred
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Salary Not Disclosed
1 Vacancy
Job Description
Receiving generaldirection from the Director of CSS and working closely with Client Liaisonsthe Client Specialist is responsible for providing general operational andscheduling assistance to CSS patients both domestic and international. Servesas an initial point of contact by phone or email. Is an expert liaison toclinical areas to facilitate optimal scheduling and condensed itineraries forpatients. Embodies service excellence. Arranges complexpatient schedules and ensures timely communication with patients and/or theirdesignees. Ensures that the health care needs of CSS patients aremet. Responsibilities may include second opinion requests.
- Provides expert scheduling assistance arrangingcomplex itineraries for domestic and international patients in a discretemanner. Schedules and organizes all detailscoordinating complex logistics and last minute changes that enable the bestpossible experience for the patient.
- Serves as an initial point of contact forpatients calling or emailing CSS according to preestablishedguidelines. Assesses and handles request or triages patients to theappropriate liaison as necessary. Handles routine and urgent carerequests. Consults with CSS clinical staff as necessary.
- Serves as key contact and liaison to severalspecialty departments; works with patient care services teams and access nursesto streamline patient appointments; provides backup assistance to otherliaisons as necessary.
- Acts independently and quickly seeking creativesolutions to solving patients or other customers needs.
- Assists with coordinating 2ndopinion requests
- Provides crosscoverage for other CSS staff; hasa general ability to fill in for Client Liaisons as needed.
- Registers and/or updates patient registration inthe EPIC system.
- In coordination with the Client Liaisonsprovides regular communication to patients and/or their designees regarding thestatus of their requests.
- Provides crosscoverage for other CSS staff.
- Collects and transports medical records andfilms to appropriate practices.
- Maintains and updates CRM database on currentand prospective clients. Assists with growing and maintaining a databaseof referral sources.
- Ensuresthat demographic information and call tracking is current and according topreestalished guidelines
- Assistswith developing parameters for referral database.
- Assists with distributing newsletters timelytips and reminder postcards/emails.
- Arranges recommended followup care for patientsfollowing their inperson care at CSS.
- Assists with onboarding new patients ormembers including creation and distribution of personalized membership cardsand welcome materials.
- Updates CRM database with downloads from clientcompanies referral entities and marketing activity.
- Maintains a supply and disseminates asappropriate preassembled marketing materials for all programs; assists withdissemination.
- Makes copies of medical records and othercorrespondence and reports for patients and their providers.
- Assists with special mailings and other specialprojects such as onsite flu clinics.
- Assists with service recovery as needed.
- Handles sensitive information in a confidentialprofessional manner.
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills perspectives and ideas we choose to lead. Applications fromprotected veterans and individuals with disabilities are strongly encouraged.
- Mandarin or Arabic language skills strongly preferred.
- Excellent customer service skills.
- Outstanding communication skills in all formats phone electronic inperson.
- Proven ability to handle sensitive information in a discrete manner.
- Proven ability to work independently and also as part of a team
- Proven ability to perform well under pressure and in an everchanging environment
- Demonstrated facility with Microsoft Office and other desktop applications. EPIC familiarity highly desirable.
- Ability to work independently multitask 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 in order to effectively collaborate with CSS 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 crosscultural 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
