Patient Liaison, International Patient Services

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

Job summary

Brigham and Women's Hospital is seeking an International Office Liaison to coordinate care for international patients under the direction of the Assistant Director. The role focuses on efficient referrals, scheduling inpatient and outpatient services, and ensuring high patient and physician satisfaction across Mass General Brigham networks.

Hybrid work arrangement after training includes one remote day per week; the position requires 1–2 years of program support experience, a Bachelor's degree,

Qualifications

• Bachelor's Degree in a related field required.
• Program support or program management experience 1–2 years required.
• Strong written and verbal communication skills.

Responsibilities

• Manage cases and plan inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures.
• Facilitate consultations at affiliated locations, including cancer centers.
• Employ a web-based appointment system to create ad-hoc reports and respond to client requests.
• Manage billing and payments to provide timely service.
• Ensure accuracy of international demographics and financial data in hospital systems.
• Receive and manage letters of guarantee from embassies or insurance companies.
• Notify patients and physician offices of deposit requirements, cancellations or rescheduling.
• Present a positive awareness of the International Program within and outside the Hospital.
• Deliver concierge-level attention to service for each patient.
• Other assignments as necessary.

Skills

Prioritization & multitasking

Financial basics

Communication skills

Interpersonal collaboration

Medical terminology

Microsoft Office

Hospital environment familiarity

Time management

Cultural sensitivity

Education

Bachelor's Degree Related Field

Job description

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 referring physician requests for service.

• Manage cases, planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures.
• 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.
• ~Manage billing and payments to provide timely, seamless service
• Ensures accuracy of international demographics and financial data elements in the Hospital registration systems.
• Receives and manages letters of guarantee from embassies or insurance companies.
• Notifies patients and physician offices of potential problems relative to deposit requirements, including cancellation or rescheduling of services.
• Presents a positive awareness of the International Program both within and outside the Hospital.
• Delivers concierge-level attention to service for each patient.
• 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.

Work 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 (if applicable)

This is a hybrid role. After the training period, it allows for one work from home day per week.

Remote Type

Hybrid

Work Location

75 Francis Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$53,040.00 - $75,888.80/Annual

Grade

5At Mass General Brigham

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.

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 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.