Client Specialist at Partner's Healthcare in Boston, Massachusetts

Job Description:

Site: The General Hospital Corporation


At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit 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 second-generation 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, e-mail 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, e-mailing 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 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 Mass General/MGB.
• Provides front desk cross-coverage 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 individual's 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 non-clinical 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


Qualifications:


• Bachelor's 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.


1- 5 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 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.


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, multi-task, 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 cross-cultural 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.

Additional Job Details (if applicable)



Remote Type


Onsite



Work Location


50 Staniford Street



Scheduled Weekly Hours


40



Employee Type


Regular



Work Shift


Day (United States of America)



EEO Statement:


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 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. Apply Now