Senior Client Liaison, Concierge

About the Role

The Center for Specialized Services (CSS) is a dynamic, diverse, and highly customer-centric department designed to attract international, executive, and concierge patients to Mass General. The Client Liaison serves as the face of the Center and the institution directly responsible for creating and maintaining positive and productive relationships within the Concierge Medicine practice.

Responsibilities

• Facilitate appointments, scheduling, and verify insurance coverage
• Promote services through strategic travel/business meetings
• Understand the healthcare dynamic and preferences for physician's panel of patients, actively contributing to nurturing said panel with outstanding service
• Develop and maintain strong relationships with practice leadership and other key contacts both within and outside of Mass General/Mass General Brigham to best assist patients with their health care needs in a discrete, often expedited manner
• Serve as a lead Mass General conduit to patients, external companies, and referral entities
• Coordinate the health care needs of patients, families and loved ones, and referrers
• Coordinate with clinical and administrative areas to schedule appointments, assist with guest services, and deliver a consolidated care itinerary
• Model service excellence and develop strong relationships within and outside of the hospital to best assist patients in a discrete, often expedited manner
• Work with physicians and executives within referring entities and serve as a primary liaison to government agencies and other national and international customer groups
• Professionally contribute to business meetings and VIP patient interactions in the relevant language of the target company/country/region

Qualifications

• Ability to work independently, as well as a member of a multidisciplinary team
• Experience managing projects and working relationships in a matrix organization
• Demonstrated ability to effectively work with clinical staff strongly encouraged
• Work directly with individuals at all levels of the organization, including clinicians and leadership
• Strategic thinking & facilitation: ability to think and address strategic and clinical demands
• Ability to take initiative and proactively identify problems and propose solutions
• Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate
• Flexibility to handle multiple tasks and deadline pressures
• Excellent customer service skills
• Outstanding communication skills in all formats—phone, electronic, in-person
• Proven ability to work independently and as part of a team
• Proven ability to perform well under pressure and in an ever-changing environment
• Excellent relationship management skills, including negotiating, mediating, and facilitating
• Ability to multitask and change priorities to best meet patients and clients' needs
• Competent with Microsoft Office desktop applications; familiar with database management software
• Ability to learn and understand medical terminology and organizational departments and divisions to effectively collaborate with CSS clinical colleagues and schedulers to facilitate the appropriate medical appointments
• Poise to represent the organization well externally via phone, written communications and in person

Education & Experience

• Bachelor's degree strongly preferred
• 5 or more years of related experience in a health care or business environment required
• Proven diplomacy skills and the ability to work with all levels of management and medical professionals both within and outside of the organization
• Comprehensive knowledge of healthcare services, systems, and procedures

Pay

$58,136.00 - $84,656.00/Annual

Schedule

Work Shift Day (United States of America) — 40 scheduled weekly hours, on-site at 50 Staniford Street.