Spanish Speaking Patient Liaison

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.

Manage cases by planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures. Facilitate consultations at affiliated locations, including the Dana-Farber/Brigham and Women’s Cancer Center and Brigham and Women’s Faulkner Hospital. Using a web-based appointment system, you will create ad-hoc reports in response to client requests, analyze data to propose service opportunities, notify care providers, and respond to client requests.

Manage billing and payments to provide timely, seamless service. Ensure accuracy of international demographics and financial data elements in the Hospital registration systems. Receive and manage letters of guarantee from embassies or insurance companies. Notify patients and physician offices of potential problems relative to deposit requirements, including cancellation or rescheduling of services.

Present a positive awareness of the International Program both within and outside the Hospital. Deliver concierge-level attention to service for each patient. Other assignments as necessary.

Responsibilities

• Liaise with hospital departments and MGB Healthcare Systems to facilitate international patient healthcare needs.
• Lead efforts to expand and improve international referrals from patients and physicians.
• Manage cases, planning inpatient and outpatient care with providers.
• Facilitate consultations at affiliated locations (e.g., Dana-Farber/Brigham and Women’s Cancer Center).
• Create ad-hoc reports using a web-based appointment system and analyze data for service opportunities.
• Manage billing, payments, and financial data accuracy in hospital registration systems.
• Handle letters of guarantee from embassies or insurance companies.
• Notify patients and physicians of deposit requirements, cancellations, or rescheduling.
• Promote the International Program internally and externally.
• Provide concierge-level service to international patients.

Requirements

• Bachelor’s degree in a related field (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).
• Proficiency in medical terminology.
• Proficiency in Microsoft Office and computer systems.
• Familiarity with a hospital environment (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 for interacting with staff, patients, families, and community organizations.
• Ability to collaborate effectively in an interdisciplinary team.
• Excellent organizational and time management skills.
• Ability to work under pressure and handle sensitive information.
• Cultural awareness and sensitivity to respond to 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).

Schedule

Work Location: 55 Fruit Street (Onsite).