Serves as the initial point of contact for international patients and their families. Duties includes, managing referrals, overseeing complex patient cases, managing the intake process, and building strong relationships with both internal and external stakeholders.
Job Specific Duties
Regularly checks and manages the Global Health mailbox for new patient referrals. Ensures that emails are promptly and accurately routed to the appropriate departments or individuals. Tracks and follows up on referral status to ensure timely processing.
Cultivates and nurtures strong professional relationships with internal and external physicians, medical practices, and hospital support staff. This includes maintaining regular communication to address any issues or requests, providing updates on patient statuses, and collaborating to resolve any challenges related to patient care or services.
Oversees the entire intake process for new patients, ensuring a smooth and efficient experience. Provides proactive guidance and support to all stakeholders involved, including patients, clinical teams, and administrative staff. Addresses any issues that arise during the intake process and facilitates communication between different parties.
Supports the clinical team by assisting with the intake process, which includes communicating decisions regarding patient acceptance or denial. Provides initial price estimates for complex cases and relays important information to stakeholders. Ensures that all relevant details are conveyed accurately and timely.
Develops, builds, and maintains a network of international contacts building strong relationships with all referral sources including international patients, physicians, insurers, and foundations.
Assists with screening and managing phone calls related to patient inquiries, referrals, and general information. Routes calls to appropriate departments or individuals as needed and provides initial responses to common queries. Ensures that all calls are handled professionally and efficiency.
Generates and reviews reports for upcoming patient appointments to capture and address any missed. Ensures that follow-up actions are taken to minimize missed appointments and optimize scheduling efficiency. Communicates with patients and internal teams to confirm and adjust appointment details as necessary.
Oversees the preventive maintenance of the Global Health House, coordinating with Plant Operations and Housekeeping support and submits work orders to ensure the facility is well-maintained and operational.
Minimum Job Requirements
Bachelor's Degree (OR) 5-7 Years of experience in Healthcare Administration or related filed
Bilingual in English/Spanish - Proficient oral and written communication in both languages
2-4 years of experience in International Patient Coordination
2-4 years of related healthcare/customer service experience (physician office, patient financial, patient registration, insurance authorization, guest relations, etc.)
Knowledge, Skills, and Abilities
Proficiency in other language preferred.
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.
Ability to conduct research as well as analyze the results and translate findings into reports or presentations for management.
Strong time management, organizational, multi-tasking, communication, and teamwork skills with ability to influence without direct authority.
Ability to write and express complex concepts in respectful way.
Ability to relate positively to all levels of professionals.
Effectively troubleshoots any problem expeditiously with resourcefulness, leadership, and case management.
Able to work independently, handle multiple demands simultaneously, and escalate when necessary.
Able to interpret, adapt, and react calmly under stressful conditions with flexibility.
Ability to respond to changing priorities and varying workloads.
Critical thinking skills, analytical capabilities, and able to make independent decisions consistent with departmental guidelines/objectives.
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.
Able to maintain the confidentiality of sensitive information.
Ability to work independently and delegate duties.
