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.

 

 

Job Summary

The liaison has primary responsibility for ensuring that the health care needs of CSS 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. The Senior Patient Liaison develops and maintains strong relationships with practice leadership and other key contacts both within and outside of Mass General in order to best assist patients with their health care needs in a discreet, often expedited manner. Works with all levels of executives within client companies. Serves as the primary liaison to select embassies, government agencies and other national and international customer groups.

Essential Functions:

-Welcomes and greets patients who arrive at Blake or 50 Staniford. Coordinates the clinical review, medical appointments and arrival of international patients, in conjunction with Patient Liaisons.
• Documents transactions in the departmental database; provides periodic data reporting
Establishes and maintains positive relationships with local, national and international healthcare providers, client groups, patients, and their families, with the intent of growing volume.
• Serves as the designated “account representative” or responsible party for selected key relationships.
• Has primary responsibility for complete itineraries for Center patients and referrers, carefully matching patient needs and customizing as appropriate.
• Employs facilitation strategies to best meet the service and healthcare needs of all patient referrals to the department and responds to patients/client contacts whose needs that may be highly complex.
• 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.
• Acquires and maintains comprehensive knowledge of services provided by the MGH/Partners.
• Develops and maintains strong relationships with MGH professionals, MGH ancillary services and affiliated hospitals in order to expedite coordinated care for patients and clients
• Teams with other CSS staff for cross-coverage in order to provide the best possible service to patients
• Facilitates special projects, as required, such as special mailings and other outreach efforts.

 

Qualifications

Education

High School Diploma or Equivalent required

Proficiency with Spanish or Mandarin language highly preferred

Experience

5+ years of related experience in a health care or business environment required

Knowledge, Skills and Abilities
- Expert in EPIC and CRM systems relating to operational processes for current and prospective patients and clients.
- 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.
- Competent with Microsoft Office desktop applications; familiar with database management software.
- Ability to multitask and change priorities to best meet patients and clients needs.
- Excellent relationship management skills, including negotiating, mediating, and facilitating.
- Proven ability to perform well under pressure and in an ever-changing 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, in-person.
- Able to perform all tasks of Patient Liaison I; coordinates work with Patient Liaisons.
- 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.
- Written and spoken fluency in a language other than English strongly preferred.

 

Additional Job Details (if applicable)

 

Remote Type

Onsite

 

Work Location

399 Revolution Drive

 

Scheduled Weekly Hours

40

 

Employee Type

Regular

 

Work Shift

Day (United States of America)

 

Pay Range

$22.88 - $32.72/Hourly

 

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 Veteran’s 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 (857)-282-7642.

 

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.