Description

Job Summary

Acts as liaison/concierge/navigator for international patients serving as a link to services across the health system and manages the entire experience of referred patients/families in all aspects of care before, during, or after any encounter at Nicklaus Children's Hospital.

Job Specific Duties

• Collaborate with multidisciplinary teams to provide individualized care and address complex patient needs while improving access to services in timely seamless manner. 
  
• Manages patient referrals offering concierge services to clientele while providing efficient, culturally sensitive, and individualized services. 
  
• Supports the medical care by providing guidance & assistance, connecting the patient/family to a range of medical and non-medical services to ensure satisfaction with the hospital experience. 
  
• Work closely with billing entities to verify and facilitate payment processes ensuring that service and financial needs are met. 
  
• Arrange interpreter services and other accommodations as requested by patient or family and in accordance with department and hospital policies. 
  
• Participates in education, training, communication, and adherence to safety and quality programs.
  
• Responsible for daily visits to each admitted patient and family to act as a communication liaison and support the patient’s individual needs, desires, and concerns. 
  
• Proactively works to develop, manage, & sustain relationships with patients, physicians and referral sources. 
  
• Collaborates with hospital staff on discharge planning of global patients. 
  
• Assumes responsibility to evaluate and develop action plans for improving patient throughput and communications amongst multidisciplinary clinical and non-clinical teams. 
  
• Ensures patient rights are respected and provides a channel for mediation and resolution to promote the highest quality of care and customer satisfaction. 
  
• Accurately documents all patient complaints in system; monitors and updates complaints and their resolutions which is used for quality improvement activities for the organization. 
  
• Leads efforts in service recovery, addressing patient concerns and complaints in a timely and effective manner. 
  
• Works with staff on initiatives to improve the patient’s experience.  
  
• Informs patients and families of HIPAA guidelines. Collaborates with staff to meet patient’s expectations and quality outcomes building of a patient focused culture. 

Qualifications

Minimum Job Requirements

• Bachelor's Degree (OR) 10 years of healthcare experience
  
• Bilingual in English/Spanish
  
• Prior work experience with cultural standards and customs of the international regions

Knowledge, Skills, and Abilities

• Prior Global Health or International Patient Experience preferred.
  
• International Government or Embassy Experience preferred.
  
• Ability to work within a multicultural environment and with a diverse customer base, respecting cultural diversity, patient care, patient rights, and ethical treatment.
  
• Able to work closely with foreign payors, including Embassies and international medical insurances.
  
• Knowledge of formal etiquette and protocol at an international level.
  
• Able to work closely with collection agencies for non-payment.
  
• Knowledge of the healthcare industry.
  
• Strong hospitality, diplomatic, and excellent customer service skills in all encounters.
  
• Highly engaged and organized self-motivated individual requiring little supervision.
  
• Ability to comprehend and discuss patient's medical care with physicians, nurses, and other healthcare professionals in order to assess patient needs.
  
• Ability to communicate effectively, both orally and in writing.
  
• Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization.
  
• Knowledge of data collection, compilation, and analytical techniques.
  
• Ability to maintain confidentiality of sensitive information.
  
• Ability to remain calm under pressure with sound judgment while displaying a highly professional demeanor by applying critical thinking skills.
  
• Ability to resolve conflicts and/or negotiate with others to achieve positive results and making appropriate judgments to resolve issues proactively and independently.
  
• Ability to review incoming medical records and audit outgoing documentation to optimize billing.
  
• Ability to work well in a complex environment with the skills to establish priorities, set objectives, and achieve goals.

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