Job Summary
Responsible for full coordination of services provided to international patients with the goal of achieving the highest level of service excellence for internal and external customers. Serve as liaison for all department initiatives, identifying, and executing all opportunities for promoting business abroad.
Job Specific Duties
- Coordinate all GH services within established turn-around-times adhering to special needs of the patient, interfacing with hospital staff to improve access in a timely & seamless manner.
- Interact collaboratively & professionally with medical staff, payer representatives (foreign insurances/third party administrators), patients/families, air ambulance providers & outside vendors.
- Act as a liaison with Patient Financial Services and ancillary departments, identifying financial risks, escalating to appropriate parties, and ensuring collection of funds.
- Resolve conflicts or negotiate with others to achieve positive results, displaying a highly professional demeanor, applying critical thinking & making appropriate judgments to resolve issues.
- Work with patients to identify barriers to healthcare and connect them to the resources they need such as financial assistance, counseling, language translation, or transportation.
- Work closely with MCHS staff in identifying areas of opportunities for performance improvement & works collaboratively with Leaders, practitioners & staff to improve patient safety & satisfaction.
- Assists in negotiating the full spectrum of healthcare system including facilitation of billing and collection efforts through collaborative work with the Patient Financial Services department.
- Manages medical referrals, ongoing care, and stewardship of international clientele while providing efficient, culturally sensitive, and individualized services to patients.
- Collaborates with physicians and/or practice office staff on obtaining appropriate plan of care for international patients.
- Creates financial responsibility letters & calculates co-insurance amounts and deductibles for insured patients notifying them of deductibles, co-payments, or self-pay estimates.
- Accurately documents all patient complaints in system; monitors and updates complaints and their resolutions which is used for quality improvement activities for the organization.
- Builds, develops, and maintains strong relationships with internal & international physicians, ancillary practices, hospital staff, patients, foreign insurances, and foundations.
- Works with staff on initiatives to improve the patient’s experience. Provides support during hospital stay or clinic visit. Responsive to concerns/complaints the patient/family may have.
- Informs patients and families of HIPAA guidelines. Collaborates with staff to meet patient’s expectations and quality outcomes building of a patient focused culture.
- Participates in rotating coverage of service & during on-call; oversees process of transfers, coordinates medical request & financial clearance. Coordinates transfer of patients with LifeFlight.
- Responses to electronic communication and telephone messages within 24 hours of receipt; communicates information regarding hospital services.
- Maintains objectivity and keeps lines of communication open between patients, families, and hospital staff.
- Review target goals, priority question, and share best practices with Director and hospital staff in reference to international patients.
Qualifications
- Proficiency in oral and written English and one additional language (Spanish, Arabic, or other)
- 2-4 years Related healthcare/customer service experience (physician office, patient financial, patient registration, insurance authorization, guest relations, etc.)
- 2-4 years' Experience in dealing with patient and families in a health care setting
Knowledge, Skills, and Abilities
- Ability to work within a multicultural environment and diverse customer base, respecting cultural diversity, patient care, patient rights, and ethical treatment.
- Ability to establish and maintain effective business relationships with widely diverse groups, including all staff levels both within and outside the organization.
- Strong organizational, communication, and teamwork skills.
- Able to work independently, handle multiple demands simultaneously, and escalate when necessary.
- The ability to effectively communicate with people in stressful situations.
- Able to interpret, adapt, and react calmly under stressful conditions with flexibility.
- Ability to respond to changing priorities and varying workloads.
- Critical thinking skills and analytical capabilities.
- Proficient in software used by department as well as knowledge of patient information systems.
- Able to travel both domestically & internationally to represent the department in promotional events.
- Ability to write and express complex concepts.
- Able to maintain the confidentiality of sensitive information.
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