Patient Liaision, Arabic Speaking

About the Role

Under the direction of the Assistant Director, the International Office liaises with all hospital departments and across the Mass General Brigham (MGB) Healthcare Systems to facilitate the healthcare needs of the international patient population. This role ensures an efficient process and promotes high levels of patient and physician satisfaction. You will provide leadership in defining opportunities to expand and improve all aspects of international referrals, both from patient-initiated requests and referring physician requests for service.

Key responsibilities include managing cases, planning inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures, and facilitating consultations at affiliated locations. You will use a web-based appointment system to create ad-hoc reports, analyze data to propose service opportunities, notify care providers, and respond to client requests. Additionally, you will manage billing and payments to ensure timely, seamless service, ensure accuracy of international demographics and financial data in hospital registration systems, and handle letters of guarantee from embassies or insurance companies. You will also notify patients and physician offices of potential problems related to deposit requirements, including cancellation or rescheduling of services.

This role requires presenting a positive awareness of the International Program both within and outside the hospital and delivering concierge-level attention to service for each patient.

Responsibilities

• Liaise with hospital departments and MGB Healthcare Systems to facilitate international patient healthcare needs.
• Manage cases and plan inpatient/outpatient care with providers for consultation, diagnosis, and procedures.
• Facilitate consultations at affiliated locations using a web-based appointment system.
• Create ad-hoc reports, analyze data, and propose service opportunities based on client requests.
• Manage billing and payments to ensure seamless service.
• Ensure accuracy of international demographics and financial data in hospital registration systems.
• Receive and manage letters of guarantee from embassies or insurance companies.
• Notify patients and physician offices of deposit requirements, cancellations, or rescheduling.
• Promote the International Program internally and externally.
• Deliver concierge-level service to international patients.
• Perform other assignments as necessary.

Qualifications

• Bachelor’s Degree in a related field of study (required).
• 1-2 years of program support or program management experience (required).
• 3-5 years in a healthcare setting with administrative responsibilities (preferred).
• Bilingual (preferred).

Skills

• Ability to prioritize, delegate, and manage multiple projects simultaneously.
• Basic financial and accounting skills.
• Strong oral and written communication skills.
• Superior interpersonal skills to interact effectively with staff, patients, families, and community organizations.
• Ability to collaborate and consult in an interdisciplinary team.
• Proficiency in medical terminology.
• Proficiency in computers, especially Microsoft Office.
• Familiarity with a hospital environment (preferred).
• Excellent organizational and time management skills.
• Ability to work under pressure and handle sensitive information and multicultural matters.
• Cultural awareness and sensitivity to respond to the needs of patients from varied backgrounds.

Working Conditions

Busy office environment with frequent interruptions. The work can be high-paced and challenging due to the size and complexity of the department.

Pay

Pay Range: $53,040.00 - $75,888.80/Annual (Grade 5).

Location

75 Francis Street (Onsite).