Intake Specialist, International Patient Services

1200 The General Hospital Corporation; Somerville (MA); On-site; USD 32,000 - 45,000; Full time

Job summary

Mass General Brigham is seeking a Client Specialist to provide front desk and patient intake support at our Revolution Drive site. You will be the first point of contact by phone, email, or in person, ensuring a discreet and exceptional patient experience.

Responsibilities include enrolling patients into Concierge Medicine and Executive Health, maintaining CRM data in Salesforce, and updating EPIC registrations. Fluency in English and Spanish is strongly preferred.

Qualifications

• Education requirements listed: high school diploma or equivalent; bachelor’s degree preferred.
• Experience in health care or business environment required; 2+ years recommended.
• Fluency in English and Spanish strongly preferred; ability to learn medical terminology.

Responsibilities

• Serve as initial point of contact by phone, email, or in person.
• Enroll patients into Concierge Medicine and Executive Health programs.
• Maintain and update CRM data (Salesforce).
• Register/update patient information in EPIC.
• Assist with service recovery and escalate as needed.
• Handle confidential information professionally.

Skills

Bilingual English/Spanish

Customer service

CRM knowledge

Multitasking

Education

High School Diploma or Equivalent

Bachelor's degree preferred

Tools

Salesforce

EPIC

Job description

Site: The General Hospital Corporation Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

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.

Additional Job Details (if applicable)

• Remote Type Onsite
• 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

EEO Statement

1200 The General Hospital Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

Combat disease. Hold a hand. Help people. Impact the world.

Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.