Client Specialist, Concierge Medicine

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

Receiving general direction from the Administrative Manager, the Client Specialist is responsible for providing general operational and patient intake assistance to patients in a discrete manner. Serves as an initial point of contact, by phone, e-mail or in person. The Client Specialist has primary responsibility for ensuring that the health care needs of patients are met, and, to the best of their ability, that the patient, their family members, and their relevant referring entities have an outstanding experience with Mass General.

Essential Functions (Key Roles & Responsibilities)

• Welcomes and greets patients who arrive at the front desk.
• Serves as an initial point of contact for patients calling, e-mailing or in person. Assesses and handles patient requests to the appropriate team member.
• Documents transactions in the departmental database
• Establishes and maintains positive relationships with local, national and international healthcare providers, client groups, patients, and their families.
• 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.
• Acquires and maintains comprehensive knowledge of services provided by the Mass General/MGB.
• Provides front desk cross-coverage as needed.
• Facilitates special projects, as required, such as special mailings and other outreach efforts.
• Responsible for patient enrollment
• Acts independently and quickly, seeking creative solutions to solving patients’ needs.
•Maintains and updates CRM database (Salesforce). Assists with growing and maintaining a database of referral sources.
•Assists with maintaining a database of local hotels/accommodations in our CRM database
• Maintains a supply and distributes as appropriate, preassembled marketing materials
• 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
• Registers and/or updates patient registration in the EPIC system for patients.
• Assists in escorting patients to different facilities throughout the entire MGH downtown campus
•Assists in scheduling and organizing all non-clinical needs of the patients and/or their families; including but not limited to arranging hotel reservations and private transport
• Handles sensitive information in a confidential, professional manner.
•Performs other duties or special projects as assigned that are Department specific and that are appropriate to this level of position.

 

Qualifications

Job Description

Qualifications:

• 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. 

1-5 years related experience in a health care of business environment preferred

Knowledge, Skills and Abilities

Ability to learn and understand medical terminology and organizational departments and divisions in order to effectively collaborate with clinical colleagues and schedulers to facilitate the appropriate medical appointments.

Competent with Microsoft Office desktop applications; familiar with database management software.

Ability to multitask and change priorities to best meet patients and clients needs.

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

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

Proven ability to handle sensitive information in a discrete manner.

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

Excellent customer service skills.

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.