Global Health Patient Liaison (Full Time, Day shift)
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.
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.
...
- Rate: Not Specified
- Location: Miami, US-FL
- Type: Permanent
- Industry: Medical
- Recruiter: Nicklaus Children's Health System
- Contact: Recruiter Name
- Email: to view click here
- Reference: 27221
- Posted: 2024-10-01 08:23:10 -
- View all Jobs from Nicklaus Children's Health System
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