Patient Liaison, International Patient Center

2200 The Brigham and Women's Hospital, Inc.; Boston (MA); Hybrid; USD 53,000 - 76,000; Full time

Job summary

The Brigham and Women's Hospital, Inc. seeks an International Office Liaison to coordinate care for international patients across Mass General Brigham. You will liaise with departments, manage referrals, and support billing and data accuracy in registration systems.

The role emphasizes patient- and physician-satisfaction, cross-functional collaboration, and delivering concierge-level service, with a hybrid work arrangement and opportunities to interact with affiliated centers.

Qualifications

• Education Bachelor's Degree Related Field of Study required.
• 1–2 years of program support or program management experience.
• Knowledge, skills and abilities include prioritization, communication, and cross-cultural sensitivity.

Responsibilities

• Manage cases and plan inpatient and outpatient care with providers.
• Coordinate consultations at affiliated locations and respond to client requests.
• Handle billing and payments to ensure timely service.
• Ensure accuracy of international demographics and financial data in registration systems.
• Receive and manage letters of guarantee from embassies or insurers.
• Notify patients and offices of potential deposit issues or scheduling changes.
• Promote the International Program and deliver concierge-level service.
• Perform additional assignments as needed.

Skills

Prioritization

Financial basics

Communication skills

Interpersonal skills

Collaboration

Medical terminology

Microsoft Office

Hospital environment

Organization

Multicultural sensitivity

Education

Bachelor's Degree Related Field of Study

Tools

Appointment scheduling system

Registration systems

Job description

Site

Site: The Brigham and Women's Hospital, Inc. 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

Under the direction of the Assistant Director, International Office liaises with all hospital departments and across the MGB Healthcare Systems to facilitate the health care needs of the international patient population. Ensuring an efficient process and promoting high levels of patient and physician satisfaction. Provide leadership in defining opportunities to expand and improve all aspects of international referrals, both directly from patient-initiated requests as well as referring physician requests for service.

1. Manage cases, planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures.
2. Facilitates consultations at affiliated locations, including the Dana-Farber/Brigham and Women's Cancer Center and Brigham and Women's Faulkner Hospital. Employing a web-based appointment system regularly creates ad-hoc reports in response to client requests, analyzes data to propose service opportunities, notify care providers, and respond to client requests.
3. Manage billing and payments to provide timely, seamless service.
4. Ensures accuracy of international demographics and financial data elements in the Hospital registration systems.
5. Receives and manages letters of guarantee from embassies or insurance companies.
6. Notifies patients and physician offices of potential problems relative to deposit requirements, including cancellation or rescheduling of services.
7. Presents a positive awareness of the International Program both within and outside the Hospital.
8. Delivers concierge-level attention to service for each patient.
9. Other assignments as necessary.

Qualifications

Education Bachelor's Degree Related Field of Study required

Experience Program support or program management experience 1-2 years required

Knowledge, Skills and Abilities

• Ability to prioritize, delegate, and manage multiple projects and responsibilities simultaneously.
• Basic financial/accounting skills.
• Strong oral and written communication skills.

1. Superior interpersonal skills to interact effectively with all levels of staff, patients, families and community organizations required. Must be able to collaborate and consult in an effective interdisciplinary team approach.
2. Proficiency in medical terminology.
3. Proficiency in computers, especially Microsoft Office.
4. Familiarity with a hospital environment preferred.
5. Excellent organizational and time management skills.
6. Ability to work well under pressure and to handle sensitive information and multicultural matters.
7. Ability to relate to patients from varied countries and backgrounds, and to respond to their needs demonstrating a great deal of cultural awareness and sensitivity.

Working Conditions

Busy office environment, with frequent interruptions. Due to the size and complexity of the department, the work can be high paced and challenging at times.

Additional Job Details

• Hybrid role. After the training period, it allows for one work from home day per week.
• Remote Type: Onsite
• Work Location: 15 Francis Street
• Scheduled Weekly Hours: 40
• Employee Type: Regular
• Work Shift: Day (United States of America)

Pay Range

Pay Range $53,040.00 - $75,888.80/Annual Grade 5 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package.

Benefits

In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

• Comprehensive benefits
• Career advancement opportunities
• Differentals
• Premiums and bonuses as applicable
• Recognition programs designed to celebrate your contributions and support your professional growth

EEO Statement

2200 The Brigham and Women's Hospital, Inc. 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 Veterans 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.

Mission Statements

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

About Us

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.