Intake Specialist, International Patient Services

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 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

• Fluency in English and Spanish strongly 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.

• 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

Onsite

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$23.34 - $33.37/Hourly

Grade

4At 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:

1200 The General Hospital Corporation 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.