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

Posted in Other 22 days ago.

Job Description:


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

  • 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

  • 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



  • 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.


              • Written
                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
                    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


                  :Customer Service


                  :Massachusetts General Hospital(MGH)


                  :Full-timeStandard Hours:40


                  :Day Job

                  Employee Status

                  :RegularRecruiting Department:MGH International Patient Ctr

                  Job Posting

                  :Feb 5, 2021