The Patient Care Coordinator, Global Services (PCC) is responsible for providing high-level care coordination to international patients and families, referring sponsors, and internal clients. This role is responsible for providing efficient, individualized services to Global Services patients seeking and receiving medical care or remote second-opinion services at Children's National. The PCC follows international patients from inquiry to repatriation, enhancing accessibility to healthcare services, ensuring care continuity, offering comprehensive support, and delivering exceptional customer service.
The PCC is the main point of contact for families, addressing their needs and inquiries with utmost care and empathy. This role collaborates closely with hospital teams to ensure seamless coordination of all aspects of the patient and family's treatment journey, whether inpatient or outpatient. This includes coordinating hospital admissions, outpatient appointments, and procedures, as well as facilitating communication with payers and sponsors. The PCC responds to patient payors' requests, triages miscellaneous inquiries to the appropriate teams, and prioritizes work effectively to meet deadlines. Managing and maintaining data in various systems to track efforts and support international patient services are also part of the PCC responsibilities.
Fluency in English and one or more languages is a requirement for this role. Candidates are required to undergo an oral and written language proficiency assessment in English, as well as, the specified language prior to finalizing the hiring process.
Qualifications
Minimum Education
Bachelor's Degree (Required) Or Relevant experience beyond the minimum required work experience may substitute the educational requirement on a 1-to-1 ratio.
Minimum Work Experience
3 years related and progressive coordination experience (Required)
2 years customer service experience (Required)
1 year experience in healthcare setting (Preferred)
Required Skills/Knowledge
Fluency in English and one or more languages, to include: Arabic, Spanish, Hebrew or Mandarin
Exceptional customer service skills to ensure a positive experience for international patients
Diplomatic and tactful oral and written communication skills to interact with diverse groups of people
Proficiency with Microsoft 365 and other necessary computer applications
Proficient in data management and analysis for effective decision-making
Ability to assess multiple variables to determine the most appropriate course of action
Exercise good judgment in handling sensitive and confidential information and situations
Highly proficient in Medical Terminology.
Required Licenses and Certifications
Certification: 40-hour Medical Interpreter Training Course (must have proof of certificate from a reputable training institution) within 90 days of employment start date. 90 Days (Required)
Certification: Interpreter Skills Assessment oral language proficiency test in English and target language. Candidate must pass the assessment provided by Children's National. 1 Year (Required)
Functional Accountabilities
International Patient Care Coordination
- Coordinates the care for international patients and their families throughout their interactions with Children's National Hospital, ensuring patient's needs are met.
- Independently manage patient care related activities, escalating complex inquiries and issues when necessary, and coordinating other patient care support activities.
- Initiate and lead the multi-disciplinary assessment process for international patient inquiries for self-pay patients, embassy-sponsored patients, diplomatic community and international/domestic insured patients.
- Collaborate with clinical team to effectively communicate clinical needs, changes in level of care, denials, and high risk cases by following established processes to provide superb coordination and to minimize financial risk.
- Maintain a solid understanding of the patient's care and provide regular updates to patients and their families throughout their treatment.
- Facilitate necessary follow up for patients, including clinical visits, family meetings, prescriptions, and equipment delivery.
- Proactively identify and resolve any issues or problems that may arise.
- Manage and facilitate patient and family logistics, such as accommodations, transportation, and other administrative tasks.
- Provide patients and families with consolidated medical reports at the end of treatment to assist with follow-up care in their home country.
- Possess thorough understanding of international patient service policies and procedures to provide comprehensive coordination.
- Ensures accurate and timely dissemination of specific coverage information to the designated entity, including patient access and finance teams.
- Provides medical interpretation by exhibiting exceptional linguistic skills and a high level of cultural awareness.
- Participate in the on-call rotation as required, providing continuous support and responsiveness to patient needs outside of regular business hours.
Administrative/Operational Support
- Leverage IT systems to capture data, manage logistics and facilitate plan of care.
- Assist in the collection of information to track international patients throughout their treatment journey including the utilization of the designated CRM platform. Maintain accurate patient data profiles so that pertinent information is readily available for treating teams, as well as, the requesting sponsors.
- Collect accurate demographic and insurance information. Update systems as needed in accordance with department standards.
- Collaborate with clinical team to communicate denials, high risk, or changes in level of care using accepted processes to limit financial risk to CNH and patients' families.
- Navigate internal and external systems to accurately identify or secure payers and link patients to needed services.
- Completes documentation of all relevant conversations, meetings, and referrals.
- Actively participates in team meetings.
Organizational Accountabilities
- Anticipate and responds to customer needs; follows up until needs are met.
- Demonstrate collaborative and respectful behavior.
- Partner with all team members to achieve goals.
- Receptive to others' ideas and opinions.
Performance Improvement/Problem-solving
- Contribute to a positive work environment.
- Demonstrate flexibility and willingness to change.
- Identify opportunities to improve clinical and administrative processes.
- Make appropriate decisions, using sound judgment.
Cost Management/Financial Responsibility
- Use resources efficiently.
- Search for less costly ways of doing things.
Safety
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