Arabic Speaking Client Liaison, CSS Job in Massachusetts


Arabic Speaking Client Liaison, CSS Job in Massachusetts

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Job title: Arabic Speaking Client Liaison, CSS

Company: Mass General Brigham

Expected salary:

Location: Boston, MA

Arabic Speaking Client Liaison, CSS Job Details:

GENERAL SUMMARY/ OVERVIEW STATEMENT CAREERS POSTING:

The Center for International and Specialized Services (CISS) is a dynamic, diverse, and highly customer-centric department designed to attract international, executive, and concierge patients to Mass General. The Mass General International Patient Center ( ) is a multicultural center that offers state-of-the-art comprehensive care and dedicated services to help patients and their families navigate care and logistics. Our multilingual staff are proud to serve patients form around the globe and provide a seamless and outstanding experience, and the Client Specialist plays a pivotal part in expert triaging and outstanding customer service to patients, their families and other individuals reaching out to Mass General’s international program.

Reporting to the Administrative Manager, and working closely with CISS team, the Client Liaison serves as 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:

  • Provides highest level customer service to local, national, and international healthcare providers and government referral entities; Mass General clinical and administrative departments; and patients and their families, with the intent of growing volume.
  • Develops clinical appointment itineraries for patients and referrers, carefully matching patient needs and customizing as appropriate.
  • Demonstrates strong judgment, highest levels of professionalism, ability to manage sensitive information with discretion, and flexibility in executing high-level requests.
  • Conducts research as necessary- i.e., physician profiles, hospital resources, etc., and shares this with other departmental staff.
  • Maintains comprehensive knowledge of Mass General services and builds strong relationships with physicians, staff, and affiliated hospitals to expedite coordinated care for patients and clients.
  • Is skilled in utilization of electronic medical record (EPIC) and Customer Relationship Management systems.
  • Assists with training and mentoring new and/or junior staff.

Qualifications

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

  • Excellent customer service skills
  • Written and spoken fluency in Arabic strongly preferred.
  • 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 client’s 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 CISS 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:

  • High School diploma required.
  • Bachelor’s degree strongly preferred.

EXPERIENCE:

  • 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.
  • Written and spoken fluency in Arabic strongly preferred.

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