Massachusetts General Physicians’ Organization
Client Liaison, Center for Specialized Services
Massachusetts General Physicians’ Organization, Boston, Massachusetts, us, 02298
Job Description - Client Liaison, Center for Specialized Services (3303524)Under the general supervision of the Administrative Manager of the Center for Specialized Healthcare Services (CSS), the Client Liaison (Concierge Medicine) is a lead Mass General conduit to a full panel of patients receiving longitudinal care within the Concierge Medicine practice, as well as external companies and referral entities.The Client Liaison serves as the face of the Center and the institution directly responsible for creating and maintaining positive and productive relationships for growth in the Concierge Medicine portfolio. In addition to facilitating appointments, scheduling, verifying insurance coverage, s/he is accountable for promoting the practice through highest levels of customer service, promoting positive word of mouth. The Client Liaison understands the healthcare dynamic and preferences in his/her Concierge Medicine physician’s panel of patients and actively contributes to nurturing said panel.S/he develops and maintains strong relationships with practice leadership and other key contacts both within and outside of Mass General/Mass General Brigham to best assist patients with their health care needs in a discrete, often expedited manner. The Client Liaison coordinates with clinical and administrative areas to schedule appointments, assist with guest services, and deliver a consolidated care itinerary.
The position requires attention to detail as well as the ability to work independently and handle multiple priorities and deadlines, as well as the ability to professionally contribute to business meetings and VIP patient interactions, continuously adapting to the relevant preferences of each patient and referring entity.PRINCIPAL DUTIES AND RESPONSIBILITIESServes as the designated account representative for patients for a designated physicianBuilds excellent rapport with external clients, referring entities, patients, and their familiesTracks clients’ preferences and metricsAddresses concerns and provides resolution by exercising good judgement. Escalates when necessaryExtensive knowledge of all panel members’ preferencesPartners closely with other members of CSS (client specialists and liaisons, finance liaisons, clinical staff), exhibiting the highest level of professionalismServes as a model of professionalism and outstanding service for other members of the departmentProvides highest level customer service to local, national and international healthcare providers and referral entities; Mass General clinical and administrative departments; and patients and their families, with the intent of growing volume.Acquires and maintains comprehensive knowledge of services provided by Mass General Hospital and affiliated Massachusetts General Brigham hospitals.Executes high-level requests which may require some flexibility to usual operational procedures with the highest degree of professionalism and judgmentDevelops and maintains strong relationships with MGH professionals, MGH ancillary services and affiliated hospitals to expedite coordinated care for patients and clientsCollaborates with other CSS staff to provide cross-coverage as neededFacilitates special projects, as required, such as special mailings and other outreach effortsDocuments all communication in Customer Relationship Management database and other internal systems; provides periodic data reportingIs an expert in EPIC and CRM systems relating to operational processes for current and prospective patientsEmploys customer service recovery tactics, as neededAssists with training and mentoring new and/or junior staffMeets regularly with leadership to review ongoing projects and issuesSKILLS & COMPETENCIES REQUIRED:Ability to work independently, as well as a member of a multidisciplinary teamDemonstrated ability to effectively work with clinical staff strongly encouraged. Work directly with individuals at all levels of the organization, including clinicians and leadershipStrategic thinking & facilitation: Ability to think and address strategic and clinical demandsAbility to take initiative and proactively identify problems and propose solutionsExceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressuresExcellent verbal and written communications skillsOutstanding networking skills with strong /confident presenceAbility to make decisions quickly and independently; must also understand when to escalate issuesExcellent interpersonal skills and ability to develop effective relationships with individuals at all levels in the organizationProficiency in medical terminology, office automation and hospital wide registrationProficiency in third party reimbursement, billing and collection processes requiredCapable of providing outstanding customer serviceTeam player - works well with othersAnalytically oriented; strong attention to detailAbility to work well under pressure and to handle sensitive information and multicultural mattersAbility to manage a large and varied workloadProactive, solution-orientedFamiliarity with the MGH environment preferredEXPERIENCE:Required: 5 or more years of related experience in a health care or business environmentProven 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.Bachelor's degree preferredPRINCIPAL DUTIES AND RESPONSIBILITIESServes as the designated account representative for patients for a designated physicianBuilds excellent rapport with external clients, referring entities, patients, and their familiesTracks clients’ preferences and metricsAddresses concerns and provides resolution by exercising good judgement. Escalates when necessaryExtensive knowledge of all panel members’ preferencesPartners closely with other members of CSS (client specialists and liaisons, finance liaisons, clinical staff), exhibiting the highest level of professionalismServes as a model of professionalism and outstanding service for other members of the departmentProvides highest level customer service to local, national and international healthcare providers and referral entities; Mass General clinical and administrative departments; and patients and their families, with the intent of growing volume.Acquires and maintains comprehensive knowledge of services provided by Mass General Hospital and affiliated Massachusetts General Brigham hospitals.Executes high-level requests which may require some flexibility to usual operational procedures with the highest degree of professionalism and judgmentDevelops and maintains strong relationships with MGH professionals, MGH ancillary services and affiliated hospitals to expedite coordinated care for patients and clientsCollaborates with other CSS staff to provide cross-coverage as neededFacilitates special projects, as required, such as special mailings and other outreach effortsDocuments all communication in Customer Relationship Management database and other internal systems; provides periodic data reportingIs an expert in EPIC and CRM systems relating to operational processes for current and prospective patientsEmploys customer service recovery tactics, as neededAssists with training and mentoring new and/or junior staffMeets regularly with leadership to review ongoing projects and issuesSKILLS & COMPETENCIES REQUIRED:Ability to work independently, as well as a member of a multidisciplinary teamDemonstrated ability to effectively work with clinical staff strongly encouraged. Work directly with individuals at all levels of the organization, including clinicians and leadershipStrategic thinking & facilitation: Ability to think and address strategic and clinical demandsAbility to take initiative and proactively identify problems and propose solutionsExceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressuresExcellent verbal and written communications skillsOutstanding networking skills with strong /confident presenceAbility to make decisions quickly and independently; must also understand when to escalate issuesExcellent interpersonal skills and ability to develop effective relationships with individuals at all levels in the organizationProficiency in medical terminology, office automation and hospital wide registrationProficiency in third party reimbursement, billing and collection processes requiredCapable of providing outstanding customer serviceTeam player - works well with othersAnalytically oriented; strong attention to detailAbility to work well under pressure and to handle sensitive information and multicultural mattersAbility to manage a large and varied workloadStrong computer skills requiredProactive, solution-orientedFamiliarity with the MGH environment preferredEXPERIENCE:Required: 5 or more years of related experience in a health care or business environmentProven 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.Bachelor's degree preferredMGH 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.Primary Location
Work Locations
MGH Main CampusJob
Job
Professional/ManagerialOrganization
Organization
Massachusetts General Hospital(MGH)Schedule
Schedule
Full-timeStandard Hours
40Shift
Shift
Day JobEmployee Status
Employee Status
RegularRecruiting Department
MGH Center for Specialized Service
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The position requires attention to detail as well as the ability to work independently and handle multiple priorities and deadlines, as well as the ability to professionally contribute to business meetings and VIP patient interactions, continuously adapting to the relevant preferences of each patient and referring entity.PRINCIPAL DUTIES AND RESPONSIBILITIESServes as the designated account representative for patients for a designated physicianBuilds excellent rapport with external clients, referring entities, patients, and their familiesTracks clients’ preferences and metricsAddresses concerns and provides resolution by exercising good judgement. Escalates when necessaryExtensive knowledge of all panel members’ preferencesPartners closely with other members of CSS (client specialists and liaisons, finance liaisons, clinical staff), exhibiting the highest level of professionalismServes as a model of professionalism and outstanding service for other members of the departmentProvides highest level customer service to local, national and international healthcare providers and referral entities; Mass General clinical and administrative departments; and patients and their families, with the intent of growing volume.Acquires and maintains comprehensive knowledge of services provided by Mass General Hospital and affiliated Massachusetts General Brigham hospitals.Executes high-level requests which may require some flexibility to usual operational procedures with the highest degree of professionalism and judgmentDevelops and maintains strong relationships with MGH professionals, MGH ancillary services and affiliated hospitals to expedite coordinated care for patients and clientsCollaborates with other CSS staff to provide cross-coverage as neededFacilitates special projects, as required, such as special mailings and other outreach effortsDocuments all communication in Customer Relationship Management database and other internal systems; provides periodic data reportingIs an expert in EPIC and CRM systems relating to operational processes for current and prospective patientsEmploys customer service recovery tactics, as neededAssists with training and mentoring new and/or junior staffMeets regularly with leadership to review ongoing projects and issuesSKILLS & COMPETENCIES REQUIRED:Ability to work independently, as well as a member of a multidisciplinary teamDemonstrated ability to effectively work with clinical staff strongly encouraged. Work directly with individuals at all levels of the organization, including clinicians and leadershipStrategic thinking & facilitation: Ability to think and address strategic and clinical demandsAbility to take initiative and proactively identify problems and propose solutionsExceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressuresExcellent verbal and written communications skillsOutstanding networking skills with strong /confident presenceAbility to make decisions quickly and independently; must also understand when to escalate issuesExcellent interpersonal skills and ability to develop effective relationships with individuals at all levels in the organizationProficiency in medical terminology, office automation and hospital wide registrationProficiency in third party reimbursement, billing and collection processes requiredCapable of providing outstanding customer serviceTeam player - works well with othersAnalytically oriented; strong attention to detailAbility to work well under pressure and to handle sensitive information and multicultural mattersAbility to manage a large and varied workloadProactive, solution-orientedFamiliarity with the MGH environment preferredEXPERIENCE:Required: 5 or more years of related experience in a health care or business environmentProven 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.Bachelor's degree preferredPRINCIPAL DUTIES AND RESPONSIBILITIESServes as the designated account representative for patients for a designated physicianBuilds excellent rapport with external clients, referring entities, patients, and their familiesTracks clients’ preferences and metricsAddresses concerns and provides resolution by exercising good judgement. Escalates when necessaryExtensive knowledge of all panel members’ preferencesPartners closely with other members of CSS (client specialists and liaisons, finance liaisons, clinical staff), exhibiting the highest level of professionalismServes as a model of professionalism and outstanding service for other members of the departmentProvides highest level customer service to local, national and international healthcare providers and referral entities; Mass General clinical and administrative departments; and patients and their families, with the intent of growing volume.Acquires and maintains comprehensive knowledge of services provided by Mass General Hospital and affiliated Massachusetts General Brigham hospitals.Executes high-level requests which may require some flexibility to usual operational procedures with the highest degree of professionalism and judgmentDevelops and maintains strong relationships with MGH professionals, MGH ancillary services and affiliated hospitals to expedite coordinated care for patients and clientsCollaborates with other CSS staff to provide cross-coverage as neededFacilitates special projects, as required, such as special mailings and other outreach effortsDocuments all communication in Customer Relationship Management database and other internal systems; provides periodic data reportingIs an expert in EPIC and CRM systems relating to operational processes for current and prospective patientsEmploys customer service recovery tactics, as neededAssists with training and mentoring new and/or junior staffMeets regularly with leadership to review ongoing projects and issuesSKILLS & COMPETENCIES REQUIRED:Ability to work independently, as well as a member of a multidisciplinary teamDemonstrated ability to effectively work with clinical staff strongly encouraged. Work directly with individuals at all levels of the organization, including clinicians and leadershipStrategic thinking & facilitation: Ability to think and address strategic and clinical demandsAbility to take initiative and proactively identify problems and propose solutionsExceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressuresExcellent verbal and written communications skillsOutstanding networking skills with strong /confident presenceAbility to make decisions quickly and independently; must also understand when to escalate issuesExcellent interpersonal skills and ability to develop effective relationships with individuals at all levels in the organizationProficiency in medical terminology, office automation and hospital wide registrationProficiency in third party reimbursement, billing and collection processes requiredCapable of providing outstanding customer serviceTeam player - works well with othersAnalytically oriented; strong attention to detailAbility to work well under pressure and to handle sensitive information and multicultural mattersAbility to manage a large and varied workloadStrong computer skills requiredProactive, solution-orientedFamiliarity with the MGH environment preferredEXPERIENCE:Required: 5 or more years of related experience in a health care or business environmentProven 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.Bachelor's degree preferredMGH 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.Primary Location
Work Locations
MGH Main CampusJob
Job
Professional/ManagerialOrganization
Organization
Massachusetts General Hospital(MGH)Schedule
Schedule
Full-timeStandard Hours
40Shift
Shift
Day JobEmployee Status
Employee Status
RegularRecruiting Department
MGH Center for Specialized Service
#J-18808-Ljbffr