Client Specialist, Arabic at Mass General Brigham in Boston, Massachusetts

Job Description:

Description

Receiving
general direction from the Director of Operations, and working closely with
Client Liaisons, the Client Specialist is responsible for providing general
operational and patient intake assistance to CISS patients, both domestic and
international, in a discrete manner. Serves as an initial point of contact, by
phone, e-mail or in person. The incumbent is often the "bridge" to clinical areas
to facilitate optimal scheduling and condensed itineraries for patients.
Embodies service excellence, both in person and otherwise.
Assists in arranging complex patient schedules, including travel/transportation
itineraries and ensures timely communication with patients and/or their
designees. Ensures that both clinical and non-clinical needs of CISS
patients are met.

• Serves
  as an initial point of contact for CISS patients calling, e-mailing or in
  person, per pre-established guidelines. Assesses and handles request
  or triages patients to the appropriate liaison, as necessary.


• Handles
  routine and urgent care requests, including International medical walk-in
  patients. Consults with CISS clinical staff, as necessary.


• Acts
  independently and quickly, seeking creative solutions to solving patients'
  or other customers' needs.


• Assists
  with coordinating 2ndopinion requests via a third-party vendor and
  Mass General Physicians


• Provides
  cross-coverage for other CISS staff; specifically, back-up assistance to Client
  Liaisons, as needed.


• Registers
  and/or updates patient registration in the EPIC system for CISS patients.


• In
  coordination with the Client Liaisons, provides regular communication to
  patients and/or their designees regarding the status of their requests in
  a timely manner.


• Collects
  and transports medical records and films to appropriate practices, as
  necessary.



• Assists in escorting patients to
  different facilities throughout the entire MGH downtown campus




• Assists in scheduling and organizing
  all non-clinical needs of the CISS patients and/or their families; including
  but not limited to arranging hotel reservations, air travel, private transport,
  dinner reservations, personal shopping appointments and providing detailed,
  often complex directions




• Assists with maintaining a database of
  local hotels/accommodations, agencies, restaurants and tour companies in our
  CRM database



• Maintains
  and updates CRM database (Salesforce) on current and prospective clients.
  Assists with growing and maintaining a database of referral sources.


• Updates
  CRM database with downloads from client companies, referral entities, and
  marketing activity.


• Ensures
  that demographic information and call tracking is current and per
  pre-established guidelines set for the CRM database.


• Assists
  with on-boarding new patients or members, including creation and
  distribution of personalized electronic membership materials, as
  necessary.


• Maintains
  a supply and distributes as appropriate, preassembled marketing materials
  for all programs


• Makes
  copies/scan of medical records and other correspondence and reports for
  patients and their providers. Often adding to the Epic system.



• 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



• Handles
  sensitive information in a confidential, professional manners.



• Performs other duties or special
  projects that are Department specific and that are appropriate to this level of
  position.

Qualifications

Required:

• 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.

Preferred:

• Written
  and spoken fluency in a language other than English

• Arabic language skills strongly
  preferred

  .


• Excellent customer service skills.


• Outstanding communication skills in all
  formats- phone, electronic, in-person.


• Proven ability to handle sensitive information
  in a discrete manner.


• Proven ability to work independently and as
  part of a team.


• Proven ability to perform well under pressure
  and in an ever-changing environment.


• Demonstrated facility with Microsoft Office
  and other desktop applications. EPIC familiarity highly desirable.


• 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 CISS 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
  andother 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
  

EEO Statement

Massachusetts General
Hospital is an Equal Opportunity Employer.By embracing diverse skills, perspectives and
ideas, we choose to lead. Applications fromprotected veterans and
individuals with disabilities are strongly encouraged.

Primary Location

:MA-Boston-MGH Main Campus

Work Locations

:MGH Main Campus55 Fruit StreetBoston02114

Job

:Customer Service

Organization

:Massachusetts General Hospital(MGH)

Schedule

:Full-timeStandard Hours:40

Shift

:Day Job

Employee Status

:RegularRecruiting Department:MGH International Patient Ctr

Job Posting

:Feb 5, 2021

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