Client Specialist Concierge Medicine

Site: The General Hospital Corporation

At Mass General Brigham we know it takes a surprising range of talented professionals to advance our missionfrom doctors nurses business people and tech experts to dedicated researchers and systems analysts. As a notforprofit organization Mass General Brigham is committed to supporting patient care research teaching and service to the community. We place great value on being a diverse equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore we invite and welcome applicants from traditionally underrepresented groups in healthcare people of color people with disabilities LGBTQ community and/or gender expansive first and secondgeneration immigrants veterans and people from different socioeconomic backgrounds to apply.

Job Summary

JOB SUMMARY


Receiving general direction from the Administrative Manager the Client Specialist is responsible for providing general operational and patient intake assistance to patients in a discrete manner. Serves as an initial point of contact by phone email or in person. The Client Specialist has primary responsibility for ensuring that the health care needs of patients are met and to the best of their ability that the patient their family members and their relevant referring entities have an outstanding experience with Mass General.

Essential Functions (Key Roles & Responsibilities)

Welcomes and greets patients who arrive at the front desk.
Serves as an initial point of contact for patients calling emailing or in person. Assesses and handles patient requests to the appropriate team member.
Documents transactions in the departmental database
Establishes and maintains positive relationships with local national and international healthcare providers client groups patients and their families.
Executes highlevel 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.
Acquires and maintains comprehensive knowledge of services provided by the Mass General/MGB.
Provides front desk crosscoverage as needed.
Facilitates special projects as required such as special mailings and other outreach efforts.
Responsible for patient enrollment
Acts independently and quickly seeking creative solutions to solving patients needs.
Maintains and updates CRM database (Salesforce). Assists with growing and maintaining a database of referral sources.
Assists with maintaining a database of local hotels/accommodations in our CRM database
Maintains a supply and distributes as appropriate preassembled marketing materials
Assists with service recovery as needed and escalates the issue to a member of the leadership team when the service recovery is out of this individuals scope
Registers and/or updates patient registration in the EPIC system for patients.
Assists in escorting patients to different facilities throughout the entire MGH downtown campus
Assists in scheduling and organizing all nonclinical needs of the patients and/or their families; including but not limited to arranging hotel reservations and private transport
Handles sensitive information in a confidential professional manner.
Performs other duties or special projects as assigned that are Department specific and that are appropriate to this level of position.

Qualifications:

Bachelors degree plus a minimum of 1 year of related experience in healthcare or a professional office setting

OR high school diploma plus 3 years of related experience in a healthcare or professional office setting.

15 years related experience in a health care of business environment preferred

Knowledge Skills and Abilities

Ability to learn and understand medical terminology and organizational departments and divisions in order to effectively collaborate with clinical colleagues and schedulers to facilitate the appropriate medical appointments.

Competent with Microsoft Office desktop applications; familiar with database management software.

Ability to multitask and change priorities to best meet patients and clients needs.

Proven ability to perform well under pressure and in an everchanging environment.

Proven ability to work independently and also as part of a team.

Proven ability to handle sensitive information in a discrete manner.

Outstanding communication skills in all formats phone electronic inperson.

Excellent customer service skills.

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 customer service skills.

• Exceptional organizational and attention to details skills.

• 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 to effectively collaborate with 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.

Onsite

50 Staniford Street

40

Regular

Day (United States of America)

The General Hospital Corporation is an Affirmative Action 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.

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 PeopleFocused half PerformanceFocused) 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.