Patient Liaison, International Patient Services

Site: The Brigham and Women's Hospital, Inc.

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

Under the direction of the Assistant Director, International Office liaises with all hospital departments and across the MGB Healthcare Systems to facilitate the health care needs of the international patient population. Ensuring an efficient process and promoting high levels of patient and physician satisfaction. Provide leadership in defining opportunities to expand and improve all aspects of international referrals, both directly from patient-initiated requests as well referring physician requests for service.

1. Manage cases, planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures.

2. Facilitates consultations at affiliated locations, including the Dana-Farber/Brigham and Women’s Cancer Center and Brigham and Women’s Faulkner Hospital.

~ Employing a web-based appointment system regularly creates ad-hoc reports in response to client requests, analyzes data to propose service opportunities, notify care providers, and respond to client requests.

~Manage billing and payments to provide timely, seamless service

3. Ensures accuracy of international demographics and financial data elements in the Hospital registration systems.

4. Receives and manages letters of guarantee from embassies or insurance companies.

5. Notifies patients and physician offices of potential problems relative to deposit requirements, including cancellation or rescheduling of services.

6. Presents a positive awareness of the International Program both within and outside the Hospital.

7. Delivers concierge-level attention to service for each patient.

8. Other assignments as necessary.

Qualifications

Education
Bachelor's Degree Related Field of Study required

Experience
Program support or program management experience 1-2 years required

Knowledge, Skills and Abilities
- Ability to prioritize, delegate, and manage multiple projects and responsibilities simultaneously.
- Basic financial/accounting skills.
- Strong oral and written communication skills.

1. 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

2. Proficiency in medical terminology.

3. Proficiency in computers, especially Microsoft Office.

4. Familiarity with a hospital environment preferred.

5. Excellent organizational and time management skills.

6. Ability to work well under pressure and to handle sensitive information and multicultural matters.

7. Ability to relate to patients from varied countries and backgrounds, and to respond to their needs demonstrating a great deal of cultural awareness and sensitivity.

WORKING CONDITIONS: Busy office environment, with frequent interruptions. Due to the size and complexity of the department, the work can be high paced and challenging at times.

Additional Job Details (if applicable)

This is a hybrid role. After the training period, it allows for one work from home day per week.

Remote Type

Hybrid

Work Location

75 Francis Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$53,040.00 - $75,888.80/Annual

Grade

5At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.