Intake Specialist, International Patient Services

Client Specialist

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.

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: 4