Provides full-service international concierge program with the goal of achieving the highest level of service excellence for internal and external customers. Serves as liaison for all public relations initiatives, identifying, and executing all opportunities for promoting the department.
Job Specific Duties
Ensures the coordination of care for international patients is delicate and non-stressful and facilitates requests for referring sources.
Interacts on a daily basis with external groups, international patients, hospital staff, and foreign payers to coordinate services for patients referred by these organizations.
Ensures excellent customer service while interacting with and serving a culturally diverse international patient population.
Successfully manages requests from patients, families, and physicians while maintaining department and hospital policies.
Works cooperatively to resolve patient care and service issues. Possesses integrity and accountability in actions based on values consistent with the expectations of the hospital’s culture.
Responsible for ensuring all needs of the patient and family are met throughout their visit; fosters a warm and caring environment for guests transitioning to the hospital.
Interacts cooperatively and constructively with internal/external customers including co-workers, medical staff, payer representatives, patients, families, air ambulance providers & other vendors.
Develops and executes hospitality products including transportation arrangements, accommodations, translation services, visa assistance, general orientation, and personalized services.
Documents, tracks, and prepares reports detailing all patient visits to department. Follows up with patient's post-consult or post-discharge and documents any patient issues or concerns.
Develops strong relationships with physicians and staff to ensure the consistency of client experience throughout the continuum of care (including physician offices and other ancillary services).
Answers incoming inquiries at main campus, compile needed information and initiate new cases with staff.
Works as a liaison between referral sources, patients and families, hospitals, and physicians who contact the department for assistance with healthcare needs.
Responds 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.
Reviews target goals, priority questions, and shares best practices with leader and hospital staff in reference to international patients.
Orders & maintains office supplies. Submits work orders to maintain appropriate phone, computer and equipment repair and services.
Responsible for preventive maintenance of the Global Health House. Coordinates Plant Operations/Housekeeping support and submits work orders. Collaborates with NCHS staff and outside vendors.
Responsible for set-up and organization of the Global Health House to accommodate new guests. Greets visitors and provides orientation to amenities. Provides support to guests during stay.
Responsible for adding and editing the on-call schedule for Global Health Representatives in NCH Portal.
Minimum Job Requirements
Proficiency in oral and written English and one additional language (Spanish, Arabic, or other) 3-5 years' experience in the healthcare field with proven hospitality/customer service and training 2-4 years related healthcare/customer service experience (physician office, patient financial, patient registration, insurance authorization, guest relations, etc.)
Knowledge, Skills, and Abilities
Bachelor’s degree preferred.
Ability to handle multiple tasks in a dynamic, fast-paced environment, and work in a team environment.
Knowledge of healthcare delivery systems.
The ability to effectively communicate with people in stressful situations.
Possess a positive attitude, polished appearance, genuine, and confident demeanor.
Ability to make appropriate judgments to resolve issues proactively.
Ability to work within a multicultural environment and with a diverse customer base.
Strong organizational skills and analytical capabilities.
Ability to work autonomously.
Excellent verbal, written, and interpersonal communication with cultural sensitivity.
Ability to problem solve to formulate a plan of action.
Ability to adapt communication style and tone to fit situations and audience.
Possess positive attitude, behavior, and interpersonal skill.
Problem solving skills in order to respond to internal and external customer needs and expectations.
Customer service oriented.
Knowledgeable and culturally sensitive professional.
Excellent computer skills including Microsoft Office Products (Word, Excel, PowerPoint), and knowledge of patient information systems.
