Senior Client Liaison, Concierge

Job description

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 Center for Specialized Services (CSS) is a dynamic, diverse, and highly customer-centric department designed to attract international, executive, and concierge patients to Mass General. Receiving general direction from the Administrative Director and Administrative Manager, and working closely with Client Liaisons, the Client Specialist is responsible for providing general operational and patient intake assistance to CSS patients, both domestic and international, in a discrete manner. Serves as an initial point of contact, by phone, e-mail or in person at the clinical suite located at 50 Staniford St. GENERAL SUMMARY/ OVERVIEW STATEMENT CAREERS POSTING: The Client Liaison (Concierge Medicine) serves as the face of the Center and the institution directly responsible for creating and maintaining positive and productive relationships within the Concierge Medicine practice. In addition to facilitating appointments, scheduling, verifying insurance coverage, s/he is accountable for promoting services through strategic travel / business meetings. The Client Liaison understands the healthcare dynamic and preferences for his/her physician’s panel of patients, and actively contributes to nurturing said panel with outstanding service. 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 is a lead Mass General conduit to patient, external companies, referral entities. As part of a growing, vibrant, and diverse team within Mass General’s Center for Specialized Healthcare Services, this highly organized and service-oriented individual has primary responsibility for coordinating the health care needs of patients, families and loved ones, and referrers. Receiving guidance from the Administrative Director and Administrative Manager of Center for Specialized Services (CSS), the Client Liaison coordinates with clinical and administrative areas to schedule appointments, assist with guest services, and deliver a consolidated care itinerary. The Client Liaison models service excellence and develops strong relationships within and outside of the hospital to best assist patients in a discrete, often expedited manner. Works with physicians and executives within referring entities and serves as a primary liaison to government agencies and other national and international customer groups. 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 in the relevant language of the target company/country/region Qualifications SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: Ability to work independently, as well as a member of a multidisciplinary team Experience managing projects and working relationships in a matrix organization Demonstrated ability to effectively work with clinical staff strongly encouraged. Work directly with individuals at all levels of the organization, including clinicians and leadership Strategic thinking & facilitation: Ability to think and address strategic and clinical demands Ability to take initiative and proactively identify problems and propose solutions Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures Excellent customer service skills Outstanding communication skills in all formats- phone, electronic, in-person. Proven ability to work independently and as part of a team Proven ability to perform well under pressure and in an ever-changing environment Excellent relationship management skills, including negotiating, mediating, and facilitating. Ability to multitask and change priorities to best meet patients and clients’ needs Competent with Microsoft Office desktop applications; familiar with database management software. Ability to learn and understand medical terminology and organizational departments and divisions to effectively collaborate with CSS clinical colleagues and schedulers to facilitate the appropriate medical appointments Poise to represent the organization well externally via phone, written communications and in person EDUCATION: Bachelor’s degree strongly preferred EXPERIENCE: •5 or more years of related experience in a health care or business environment required •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 procedure 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) Pay Range $58,136.00 - $84,656.00/Annual Grade 6 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: 1200 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.