International Intake Specialist
Job Description
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 discreet manner. Serves as the initial point of contact, available by phone, email, 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:
-Serves as the initial point of contact for patients who call, email, or visit in person. Assesses and handles patient requests to the appropriate team member.
-Executes high-level requests which may require some flexibility to usual operational procedures with the highest degree of professionalism and judgment.
-Welcomes and greets patients who arrive at the front desk.
-Responsible for patient enrollment into the Concierge Medicine and Executive Health practices.
-Maintains and updates CRM database (Salesforce).
-Registers and/or updates patient registration in the EPIC system for patients.
-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 manner.
-Performs other duties or special projects as assigned that are department-specific and that are appropriate to this level of position.
Qualifications
Education
High School Diploma or Equivalent required
Bachelor's Degree Related Field of Study preferred
Experience
2+ years of related experience in a health care or business environment required
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.
Proven ability to perform well under pressure and in an ever-changing environment.
Ability to multitask and change priorities to best meet patient and client needs.
Excellent customer service skills.
Exceptional organizational and attention to detail skills.
Ability to work independently, multitask, and deliver polished, professional outputs of outstanding quality in a timely manner and with minimal supervision.
Additional Job Details (if applicable)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$23.34 - $33.37/Hourly
Grade
4
EEO Statement:
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.