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.
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.
routine and urgent care requests, including International medical walk-in
patients. Consults with CISS clinical staff, as necessary.
independently and quickly, seeking creative solutions to solving patients'
or other customers' needs.
with coordinating 2ndopinion requests via a third-party vendor and
Mass General Physicians
cross-coverage for other CISS staff; specifically, back-up assistance to Client
Liaisons, as needed.
and/or updates patient registration in the EPIC system for CISS patients.
coordination with the Client Liaisons, provides regular communication to
patients and/or their designees regarding the status of their requests in
a timely manner.
and transports medical records and films to appropriate practices, as
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
and updates CRM database (Salesforce) on current and prospective clients.
Assists with growing and maintaining a database of referral sources.
CRM database with downloads from client companies, referral entities, and
that demographic information and call tracking is current and per
pre-established guidelines set for the CRM database.
with on-boarding new patients or members, including creation and
distribution of personalized electronic membership materials, as
a supply and distributes as appropriate, preassembled marketing materials
for all programs
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
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
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.
and spoken fluency in a language other than English
Arabic language skills strongly
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
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
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.
:MA-Boston-MGH Main Campus
:MGH Main Campus55 Fruit StreetBoston02114
:Massachusetts General Hospital(MGH)
:RegularRecruiting Department:MGH International Patient Ctr