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Under the general supervision of the Director of the Center for International and Specialized Healthcare Services CISS, the Client Liaison is the primary MGH conduit to patient, external companies, referral entities and government agencies. The Client Liaison develops and maintains 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. The Client Liaison coordinates with clinical and administrative areas to schedule appointments, assist with guest services, and deliver a consolidated care itinerary. The Client Liaison models service excellence and develops strong relationships within and outside of the hospital to best assist patients in a discrete, often expedited manner. Works with physicians and executives within referring entities and serves as a primary liaison to government agencies and other national and international customer groups.
Principal Duties and responsibilities
Skills and Competencies Required
• Excellent verbal and written communications skills
• Effective analytical skills
• Excellent interpersonal skills and ability to develop effective relationships with individuals at all levels in the organization
• Proficiency in medical terminology, office automation and hospital wide registration
• Proficiency in third party reimbursement, billing and collection processes required
• Multilingual dexterity in Arabic is required
• Capable of providing outstanding customer service
• Team player – works well with others
• Analytically oriented; strong attention to detail
• Ability to work well under pressure and to handle sensitive information and multicultural matters
• Ability to manage a large and varied work load
• Excellent judgment skills with the ability to interface effectively with international patients, guests and payer sources
• Strong computer skills required
• Proactive, solution-oriented
• Familiarity with the MGH environment preferred
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