Reporting to the Finance Manager of International Services, the Financial Liaison is responsible for proactive management of all revenue cycle aspects for the Center as needed including financial clearance, payment collection, estimates, billing, account oversight and other finance/billing related functions to provide administrative support for the delivery of world-class care to thousands of patients who come to Mass General from all over the globe.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Collects deposit payments, examines daily wire transfers, and manages appropriate allocation to patient accounts in accordance with respective collection policies
• Confirms verification of benefits from insurers, embassies, and other 3rd party payers
• Maintains accurate, up-to-date records of communication and financial transactions in all relevant systems, including CRM and EPIC
• Creates patient cost estimates while exercising initiative, sound judgment, and a deep understanding of the process
• Accesses and manages workqueues in multiple systems
• Notifies patients and supervisors of potential problems related, but not limited to, refunds, deposits, payments, claims, etc.
• Prepares and compiles itemized bills with billing summaries for submission to patient and/or payer
• Balances timely follow up on outstanding accounts while demonstrating compassion for patients' financial and health conditions
• Reviews and processes patient credits following the refund guidelines
• Responds in a timely manner to patient billing and collection inquiries
• Identifies billing and registration system issues and brings them to management's attention for resolution
• May recommend discount and/or payment plans based on established policies and procedures and escalates appropriately
• Meets with patients on campus to address financial matters when necessary
• Brings challenging payers and accounts to the attention of the finance manager
• Acts as a resource for patients, management, and Client Specialists and Liaisons
• Assists with orienting and/or training new Liaisons and Specialists when necessary
• Works in concert with other CISS staff
• Collaborates regularly and positively with other members of the MGH, MGPO and Mass General Brigham finance groups
• Promotes a positive awareness of the CISS internally and externally
• Performs patient registration and admissions functions as needed

Performs other duties or special projects that are Department specific and that are appropriate to this level of position.

SKILLS & COMPETENCIES REQUIRED:

• Excellent verbal and written communications skills

• Effective analytical skills

• Excellent interpersonal skills and ability to develop effective relationships with individuals at all levels in the organization

• Proficiency in medical terminology, EMR and billing systems

• Proficiency in third party reimbursement, billing and collection processes

• Capable of providing outstanding customer service

• Team player, works well with others

• Strong attention to detail

• Ability to work well under pressure and to handle sensitive information and multicultural matters

• Ability to manage a large and varied workload

• Excellent judgment skills with the ability to interface effectively with multinational patients, guests and payer sources

• Strong computer skills required

• Proactive, solution-oriented

• Familiarity with the MGH environment preferred

EDUCATION:

• Bachelor's degree plus a minimum of 1 year of related experience in healthcare or a professional office setting OR high school diploma plus 3 years of related experience in a healthcare or professional office setting.