Resource Specialist

Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are on the forefront of transformation with one of the world’s leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.

Our work centers on creating an exceptional member experience – a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise within a consciously inclusive environment where diversity is celebrated.

We are pleased to offer competitive salaries, and a benefits package with flexible work options, career growth opportunities, and much more.

The Care Guide (Population Health Coordinator - PHC) is an exciting new role that is the embodiment of the integration of MGB as a provider and health plan. This role is central to a new customer/patient engagement team whose purpose is to help customers/patients get the insurance benefits they need to get the care they need – simply make healthcare better. You must have a passion to help customers and patients. Your commitment is to them. You will welcome customers to the MGB health plan, build a first-name basis relationship with them. You advocate and problem-solve on their behalf and help them break down barriers. This role is key to an intensely customer-oriented team. You will closely collaborate with other teams within our health plan/provider organization to connect customers/patients to additional services they require like care management. This role will close care gaps by reviewing patient medical data and helping to schedule appointments and screenings that are overdue – and working with practices and physicians to do so.

This role is very customer-facing and will provide outreach and receive inbound queries. They may also help the member find a PCP if needed, help with referrals, schedule follow-up appointments, and remind members/patients of upcoming pre-visit lab test and upcoming appointments. The PHC may also assist in quality improvement efforts. The PHC would help to ensure that all customers/patients receive the culturally sensitive, condition-specific services they need. They may also access electronic health records (Epic) patient registries, charts, and other data on a regular basis.

• Bachelor’s degree, social sciences or health management areas of study preferred
• 2+ years in direct service role within a healthcare setting or relevant work experience within care
• Strong patient and customer service orientation and experience
• Strong verbal and written communications and listening skills to help customer/patient needs
• Health plan experience preferred; knowledge of healthcare delivery systems
• Working knowledge or familiarity with EHRs and other health care IT systems desirable
• Proficient in data management and reporting
• Proven problem-solver with ability to multi-task
• Desire to work in a customer-oriented team that is cross-disciplinary team of individuals across plan and provider
• Able to perform tasks and meet deliverables while in a remote work setting
• Strong customer service skills, with positive, friendly, kind, patient demeanor
• Able to sensitively engage diverse groups of members regarding participation in their healthcare
• Love for coaching and helping members to meet their health goals
• Spanish language fluency strongly desirable, bicultural or bilingual
• Human-centered interpersonal skills
• Comfort working as a member of diverse, multidisciplinary, collaborative teams
• Flexibility and ability to recognize and adapt to changing circumstances as they arise
• Ability to receive and adjust to feedback
• Ability to think creatively and devise innovative solutions
• Highly organized, self-directed, and able to accomplish daily workflows in a remote setting
• Well-developed analytic and writing skills
• Proficiency in MS Word, Excel, and PowerPoint, Teams, Zoom

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. 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 the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.