Guest Services Coordinator, Sr.

USA-NY-New York
1 week ago
Requisition ID

Company Overview

At Memorial Sloan Kettering (MSK), we’re not only changing the way we treat cancer, but also the way the world thinks about it. By working together and pushing forward with innovation and discovery, we’re driving excellence and improving outcomes.


For the 27th year, MSK has been named a top hospital for cancer by U.S. News & World Report. We are proud to be on Becker’s Healthcare list as one of the 150 Great Places to Work in Healthcare in 2016, as well as Glassdoor’s annual Employees’ Choice Awards 2017. We’re treating cancer, one patient at a time. Join us and make a difference every day.

Job Description

We are:


At the Bobst International Center, our goal is to support international patients seeking clinical care at MSKCC. Our team acts as the liaison between international patients and the center to assist with arrangements related to visiting NY from afar, coordination of care at the center until the transition of care back to patient’s local treating physician.


You Are:

  • Action-oriented and eager to embrace new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
  • Adept to utilize critical thinking and decision making skills when handling complex situations.
  • Capable of responding to issues with an analytical approach and weigh the strengths of various solutions to reach the best resolution for the patient and the center.
  • Respectful of all stakeholders including the patient, family, and center colleagues and will focus on anticipating and understanding their needs.
  • An effective communicator who gives and receives information with professionalism to promote a shared understanding.
  • Capable of working collaboratively with others to accomplish departmental and organizational goals.


You Will:

  • Manage complex cases involving high-expectation patients/families, including but not limited to all pediatric and high profile referrals.
  • Function as the main contact person to meet the needs of the patients and their families throughout their relationship with MSKCC.
  • Manage new patient inquiries from initiation of the request through registration, and continuation of care, this includes collecting the necessary medical documentation, scheduling an appointment or coordinating a mail consultation, registering patients who come on-site and assist with transitioning care to the local provider when necessary.
  • Update both the billing and scheduling systems with the appropriate demographic, insurance, interpreter, and other needs.
  • Contact the MSK physician to obtain the treatment plan and provide the information to the IC Case Management team.
  • Counsel patients regarding the expectations of the center’s financial policy before arrival to the center and throughout care.
  • Ensure all patients requiring financial clearance are cleared/ canceled/rescheduled within the Department’s established timeframe
  • Report recurring issues with the patient population being managed to the IC management team and be responsible for testing / implementing solutions
  • Intercede when patients are not satisfied, and attempt to resolve issues before bringing to the attention of the Supervisor.
  • Work in conjunction with the supervisor to provide the training for newly hired Guest Service Coordinators


You Have:

  • Bachelors degree, plus four years experience in an advanced client-service setting.
  • Ability to speak read and write in English; fluency in a foreign language is preferred.
  • Ability to work independently and as a member of a highly interactive team.
  • Exceptional interpersonal skills and a knowledge of and sensitivity to different cultures and needs of foreign visitors.
  • Ability to work a flexible schedule that meets the needs of the patient, which at times may include extended business hours, including some weekends
  • Administrative ability to manage and track detailed information.
  • Ability to translate complex medical information to foreign patients and to ensure their understanding of the communication.
  • Proficiency in Microsoft Office


MSK is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sexual orientation, national origin, age, religion, creed, disability, veteran status or any other factor which cannot lawfully be used as a basis for an employment decision.  


Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.


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