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Client Liaison, International Patient Center
Mass General BrighamUnited Statesfull_timeVerifiedPosted 21 May 2025
About the role
Site: The General Hospital Corporation
The onsite locations are MGH main campus, 55 Fruit Street, and Brigham Campus, 15 Francis Street.
Under the supervision of the Administrative Manager, the Patient Liaison is a lead Mass General Brigham conduit to patients, external companies, referral entities and government agencies in a designated country or region. They understand the healthcare dynamic in their company, country or region of focus while developing strong relationships with practice leadership and other key contacts both within Mass General Brigham and its entities to best assist patients with their health care needs in a discrete, often expedited manner.
The Patient Liaison coordinates with clinical and administrative areas to schedule appointments, assist with guest services, and deliver a consolidated care itinerary. Works with physicians and executives within referring entities and serves as a primary liaison to government agencies and other national and international customer groups. The position requires attention to detail and the ability to work independently while handling multiple priorities and deadlines.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Patient Customer Service
Serves as the designated representative for patients to coordinate their care in an assigned international market
Provides highest level customer service to all healthcare providers and government referral entities; MGB clinical and administrative departments; and patients and their families
Oversees all scheduling and logistical matters for international patients traveling to Mass General Brigham entities for clinical care
Acquires and maintains comprehensive knowledge of services provided by Mass General Brigham affiliated hospitals
Executes high-level requests which may require some flexibility to usual operational procedures with the highest degree of professionalism and judgment
Develops and maintains strong relationships with Mass General Brigham professionals, ancillary services, and affiliated hospitals to expedite coordinated care for patients and clients
Manages international patient’s care coordination by planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures
Manages letters of guarantee from embassies or insurance companies
Keeps in close coordination with patients and physicians of any issues that arise, including cancellation or rescheduling of services
Technology
Documents all communication in Customer Relationship Management (CRM) database and other internal systems; provides periodic data reporting
Maintains up to date knowledge of Mass General Brigham’s advances in technology and innovation
Tracks patient and referring entity preferences and metrics
Is or becomes an expert in electronic medical record and CRM systems relating to operational processes for current and prospective patients
Seeks and promotes MGB alignment for all international activity related projects
All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:
People: Focus on serving the community through collaboration and respect
Self- Management: Accountability, professionalism and commitment to growth and development
Organization: A commitment to quality, service, and exceptional performance
Other duties as assigned
SKILLS & COMPETENCIES REQUIRED:
Capable of providing outstanding customer service
Superior interpersonal skills to interact effectively with all levels of staff, patients, families, and community organizations required. Must be able to collaborate and consult in an effective interdisciplinary team approach
Ability to work independently, as well as a member of a multidisciplinary team
Experience coordinating multiple patient care activities at the same time in a matrix organization
Demonstrated ability to effectively work with individuals at all levels of the organization, including clinicians and leadership, is strongly encouraged
Knowledge of EPIC and Salesforce preferred
Problem solving & facilitation:
Ability to think and address urgent patient and provider scheduling demands
Abi
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.
The onsite locations are MGH main campus, 55 Fruit Street, and Brigham Campus, 15 Francis Street.
Job Summary
GENERAL ROLE SUMMARY/OVERVIEW:Under the supervision of the Administrative Manager, the Patient Liaison is a lead Mass General Brigham conduit to patients, external companies, referral entities and government agencies in a designated country or region. They understand the healthcare dynamic in their company, country or region of focus while developing strong relationships with practice leadership and other key contacts both within Mass General Brigham and its entities to best assist patients with their health care needs in a discrete, often expedited manner.
The Patient Liaison coordinates with clinical and administrative areas to schedule appointments, assist with guest services, and deliver a consolidated care itinerary. Works with physicians and executives within referring entities and serves as a primary liaison to government agencies and other national and international customer groups. The position requires attention to detail and the ability to work independently while handling multiple priorities and deadlines.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Patient Customer Service
Serves as the designated representative for patients to coordinate their care in an assigned international market
Provides highest level customer service to all healthcare providers and government referral entities; MGB clinical and administrative departments; and patients and their families
Oversees all scheduling and logistical matters for international patients traveling to Mass General Brigham entities for clinical care
Acquires and maintains comprehensive knowledge of services provided by Mass General Brigham affiliated hospitals
Executes high-level requests which may require some flexibility to usual operational procedures with the highest degree of professionalism and judgment
Develops and maintains strong relationships with Mass General Brigham professionals, ancillary services, and affiliated hospitals to expedite coordinated care for patients and clients
Manages international patient’s care coordination by planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures
Manages letters of guarantee from embassies or insurance companies
Keeps in close coordination with patients and physicians of any issues that arise, including cancellation or rescheduling of services
Technology
Documents all communication in Customer Relationship Management (CRM) database and other internal systems; provides periodic data reporting
Maintains up to date knowledge of Mass General Brigham’s advances in technology and innovation
Tracks patient and referring entity preferences and metrics
Is or becomes an expert in electronic medical record and CRM systems relating to operational processes for current and prospective patients
Seeks and promotes MGB alignment for all international activity related projects
All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:
People: Focus on serving the community through collaboration and respect
Self- Management: Accountability, professionalism and commitment to growth and development
Organization: A commitment to quality, service, and exceptional performance
Other duties as assigned
SKILLS & COMPETENCIES REQUIRED:
Capable of providing outstanding customer service
Superior interpersonal skills to interact effectively with all levels of staff, patients, families, and community organizations required. Must be able to collaborate and consult in an effective interdisciplinary team approach
Ability to work independently, as well as a member of a multidisciplinary team
Experience coordinating multiple patient care activities at the same time in a matrix organization
Demonstrated ability to effectively work with individuals at all levels of the organization, including clinicians and leadership, is strongly encouraged
Knowledge of EPIC and Salesforce preferred
Problem solving & facilitation:
Ability to think and address urgent patient and provider scheduling demands
Abi
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