About the position
The Client Specialist in Concierge Medicine at Massachusetts General Hospital (MGH) plays a crucial role in providing operational and patient intake assistance to patients of the Center for International and Specialized Healthcare Services (CISS). This position operates under the general direction of the Practice Manager and collaborates closely with Client Liaisons to ensure a seamless experience for both domestic and international patients. As the initial point of contact, the Client Specialist engages with patients through various communication channels, including phone, email, and in-person interactions, embodying the principles of service excellence. In this role, the Client Specialist is responsible for managing complex patient schedules, which includes arranging travel and transportation itineraries, and ensuring timely communication with patients and their designees. The position requires a proactive approach to assess and handle requests, triaging patients to the appropriate liaison when necessary. The Client Specialist must act independently and swiftly, employing creative solutions to address the needs of patients and other customers. Additionally, the Client Specialist provides cross-coverage for other CISS staff, particularly offering backup assistance to Client Liaisons as needed. Responsibilities also include registering and updating patient information in the EPIC system, maintaining a database of local accommodations and services, and coordinating private room requests for inpatient care. The role demands a high level of confidentiality and professionalism, especially when handling sensitive information. The Client Specialist is also involved in onboarding new patients, maintaining marketing materials, and performing various departmental duties as required.
Responsibilities
- Provide general operational and patient intake assistance to CISS patients.
- Serve as the initial point of contact for CISS patients via phone, email, or in person.
- Assist in arranging complex patient schedules, including travel and transportation itineraries.
- Ensure timely communication with patients and their designees regarding their requests.
- Assess and handle requests or triage patients to the appropriate liaison as necessary.
- Handle routine and urgent care requests, consulting with CISS clinical staff as needed.
- Provide cross-coverage for other CISS staff, specifically back-up assistance to Client Liaisons.
- Register and update patient information in the EPIC system for CISS patients.
- Collect and transport medical records and films to appropriate practices as necessary.
- Assist in scheduling and organizing all non-clinical needs of CISS patients and their families.
- Maintain a database of local hotels, agencies, restaurants, and tour companies in the CRM database.
- Coordinate private room requests for inpatient care as necessary.
- Maintain and update the CRM database (Salesforce) on current and prospective clients.
- Assist with growing and maintaining a database of referral sources.
- Ensure demographic information and call tracking is current in the CRM database.
- Assist with onboarding new patients or members, including creating and distributing personalized electronic membership materials.
- Maintain and distribute preassembled marketing materials for all programs.
- Make copies/scans of medical records and other correspondence for patients and their providers.
- Assist with service recovery and escalate issues to leadership when necessary.
- Perform other duties or special projects that are department-specific.
Requirements
- Bachelor's degree plus a minimum of 1 year of related experience in healthcare or a professional office setting, or a high school diploma plus 3 years of related experience.
- Excellent customer service skills.
- Outstanding communication skills in all formats: phone, electronic, and in-person.
- Proven ability to handle sensitive information in a discrete manner.
- 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.
- Familiarity with EPIC is highly desirable.
- Ability to learn and understand medical terminology and organizational departments.
- Ability to be organized and flexible in a dynamic environment.
- Demonstrated cross-cultural sensitivity and ability to build relationships with diverse colleagues and patients.
Nice-to-haves
- Experience with Salesforce or similar CRM systems.
- Knowledge of travel arrangements and hospitality services.
Benefits
- Health insurance coverage.
- Paid time off and holidays.
- Opportunities for professional development and training.
- Employee discounts on services and products.
