International Patient Services is a dynamic, diverse, and highly customer-centric department designed to attract international patients to Mass General Brigham. It 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 from around the globe and provide a seamless and outstanding experience, and the International Patient Associate plays a pivotal part in providing outstanding customer service to patients, their families and other individuals reaching out to Mass General Brigham’s international program.
Mass General Brigham is dedicated to:
- serving the needs of our local and global community
- providing the highest quality health care to patients and their families
- expanding the boundaries of medicine through research
- educating the next generation of health care professional
Mass General Brigham is committed to putting every patient first. Every employee plays a role in providing a positive impact on patients and the care they receive. Your work will be distinguished by the delivery of high-quality and safe patient care, respect, and dignity in all interactions with patients, families, and colleagues and by customer service excellence.
All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:
People: Focus on serving the community through collaboration and respect
Self- Management: Accountability, professionalism and commitment to growth and development
Organization: A commitment to quality, service, and exceptional performance
GENERAL ROLE SUMMARY/OVERVIEW:
Under the supervision of the Administrative Manager, the Intake Specialist is responsible for providing general operational and patient intake assistance to patients in a discrete manner. The Intake Specialist embodies service excellence, both in person and otherwise, while assisting in arranging complex patient schedules, including travel/transportation itineraries and ensures timely communication with patients and/or their designee. They ensure that both the clinical and non-clinical needs of patients are met by collaboratively working closely with our clinical, administrative, and guest services teams.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Serves as an initial point of contact for patients calling, e-mailing or in person
- Warmly greets all patients, customers, and visitors into the International Patient Services center
- For any patient who does not have a scheduled appointment, work within the established practice protocols to determine how best to serve the patient’s needs.
- Registration of new patients in accordance with operating procedures and in support of International Patient Liaison.
- Ensure patient aware of any other appointments and notify International Patient Liaison of patient’s arrival to office.
- Ensure that any outbound calls activities are conducted at appropriate times to ensure that incoming call volume is appropriately managed.
- Make appointment reminder calls in accordance with departmental protocols.
- Ensure that patients’ questions are appropriately answered and/or that appropriate follow-up is provided.
- Adhere to other relevant organizational and departmental service standards related to telephone access to ensure that patients, referring physicians, and other customers can easily access International Patient Services by telephone
- Appropriately manage all calls, either by working with the customer or by referring the call to the appropriate party
- Assists with guest services reservations by scheduling and organizing all non-clinical needs of patients and/or their families -including but not limited to arranging hotel reservations, air travel, private transport, dinner reservations, personal shopping appointments
- Updates and maintains a database of local hotels/accommodations, agencies, restaurants, and tour companies
- Updates and maintains CRM database (Salesforce) current and prospective clients by ensuring that demographic information and call tracking is current
- Maintains a supply of preassembled educational materials for all patient and visitor programs
- Other duties as assigned
