Mandarin Speaking Client Liaison

GENERAL SUMMARY/ OVERVIEW STATEMENT CAREERS POSTING:

The Center for International and Specialized Services (CISS) is a dynamic, diverse, and highly customer-centric department designed to attract international, executive, and concierge patients to Mass General. The Mass General International Patient Center (https://www.massgeneral.org/international) is a multicultural center that offers state-of-the-art comprehensive care and dedicated services to help patients and their families navigate care and logistics. Our multilingual staff are proud to serve patients form around the globe and provide a seamless and outstanding experience, and the Client Specialist plays a pivotal part in expert triaging and outstanding customer service to patients, their families and other individuals reaching out to Mass General's international program.

Reporting to the Administrative Manager, and working closely with CISS team, the Client Liaison serves as the primary MGH conduit to patient, external companies, referral entities and government agencies. The Client Liaison 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 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.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Serves as the designated account representative for patients in a designated territory.

• Provides highest level customer service to local, national and international healthcare providers and government referral entities; Mass General clinical and administrative departments; and patients and their families, with the intent of growing volume.

• Coordinates all scheduling and logistical matters for international patients traveling to Mass General for clinical care. This includes scheduling appointments, preparing itinerary letters, securing financial clearance, and meeting with patients.

• Establishes and maintains positive relationships with local, national, and international healthcare providers, client groups, patients, and their families, with the intent of growing volume.

• Acquires and maintains comprehensive knowledge of services provided by Mass General Hospital and affiliated Partners Healthcare hospitals.

• 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.

• Develops and maintains strong relationships with MGH professionals, MGH ancillary services and affiliated hospitals to expedite coordinated care for patients and clients.

• Collaborates with other CISS staff to provide cross-coverage as needed.

• Facilitates special projects, as required, such as special mailings and other outreach efforts.

• Coordinates the clinical review, medical appointments, and arrival of international patients, in

• Documents all communication in Customer Relationship Management database and other internal systems; provides periodic data reporting.

• Is an expert in EPIC and CRM systems relating to operational processes for current and prospective patients

• Employs customer service recovery tactics, as needed.

• Assists with training and mentoring new and/or junior staff.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Mandarin Language skills strongly preferred.

• Excellent verbal and written communications skills

• Effective analytical skills

• Excellent interpersonal skills and ability to develop effective relationships with individuals at all levels in the organization.

• Proficiency in medical terminology, office automation and hospital wide registration

• Proficiency in third party reimbursement, billing and collection processes required.

• Capable of providing outstanding customer service

• Team player - works well with others from diverse backgrounds and cultures.

• Analytically oriented; strong attention to detail

• Ability to work well under pressure and to handle sensitive information and multicultural matters.

• Ability to manage a large and varied workload.

• Flexibility to cover multiple markets and cross cover as needed.

• Excellent judgment skills with the ability to interface effectively with international patients, guests and payer sources.

• Strong computer skills required.

• Proactive, solution-oriented

• Familiarity with the MGH environment preferred.

EDUCATION:

• High School diploma required.

• 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 procedures.

• Written and spoken fluency in Mandarin strongly preferred.