Bilingual Global Services Patient Care Coordinator II (M-F 8:30am-5:00pm w/on-call Rotation)

May 07, 2021
Jun 11, 2021
Full Time
The GS Patient Care Coordinator is responsible for working with colleagues at Children's National Hospital to provide a high level of service to international patients and families, referring sponsors, and Children's National service lines. The PCC follows international patients from inquiry to repatriation providing access to care, continuity, support, and outstanding customer service. The PCC works in collaboration with the Global Services Clinical team including the Nurse Navigator, Nurse Practitioner, Medical Director, and Financial Coordinator to ensure all aspects of the patient and families' treatment journey is well coordinated.

This role is responsible for providing efficient, individualized services to international patients seeking care or second-opinion diagnoses. Duties include but not limited to responding to family needs and inquiries; assisting medical teams in ensuring provision of care; inpatient and outpatient care coordination improve access to all institutional services; responding to patient payors requests; triaging miscellaneous requests to appropriate group; prioritizing work appropriately; meeting deadlines; entering and maintaining data in one or more systems to track efforts and support the international patient services activities.


Minimum Education
Bachelor's Degree

Minimum Work Experience
3 years

Specific Requirements and Preferences
Related and progressive experience (Required)
Health care setting and interpersonal communications experience (Preferred)

Required Skills/Knowledge
Bilingual with English and one of the following languages: Arabic, Spanish, or Mandarin.
Excellent customer service skills
Familiarity with international patient service policies and procedures
Strong oral and written communications skills necessary to interact diplomatically and tactfully with diverse groups of people
Proficiency with MS Office and other computer applications as required
Proficiency with data management and analysis
Ability to consider multiple variables to determine proper course of action.
Exercise good judgment in handling sensitive and confidential information and situations.

Required Licenses and Certifications
Must be able to pass ISA (Interpreter Skills Test) taken through CNH 60 Days, Req
Arabic, Mandarin, Spanish medical interpreter training Pref

Functional Accountabilities

International Patient and Family Service Administration
1. Acts as non-clinical liaison/concierge/navigator for referred international patient's to assist them and their family before, during or after an encounter with CNH.
2. Manage patient care related activities independently, escalate complex inquiries and issues to supervisor as appropriate; coordinate other patient care support activities as assigned by the manager.
3. Initiate and lead the multi-disciplinary assessment process for international patient inquiries. Referral sources include self-pay patients, embassy-sponsored patients, diplomatic community and international/domestic insured patients. Provide support for other referral sources when needed.
4. Collaborate with GS clinical team around clinical care, financial coordination and patient/family experience and collaborate with other departments including social work, case management, translation services, patient access, and clinical service lines to meet the special needs of the international patient and referral algorithms in place.
5. Assists in prioritizing needed support services e.g. Concierge, Nurse Navigator, Language Services.
6. Rounds daily and escalates any family concerns or needs to the appropriate person or service.
7. Maintain a solid understanding of patient case at all times; update patient care throughout treatment.
8. Facilitate necessary follow up for patient family including: additional appointments and family meetings, Rx/equipment delivery and troubleshooting; proactively identify and work to resolve issues/problems.
9. Manage logistics for family including: appointment schedule, accommodations, transport to and from airport and to first appointment, assist with filing of INS paperwork requesting extension of Visa and extensions for period of care.
10. Provide consolidated medical reports to patients/families at the end of treatment to help with follow up in home country.
11. Assures that all specific billing information (plan codes) has been communicated accurately and in a timely fashion to the designated entity (i.e. patient access and finance teams).
12. Provide the patient and family with the community resources necessary to insure that the patient's stay is as comfortable as possible.
13. Demonstrate strong linguistic skills, and strong cultural awareness.

Administrative/Operational Support
1. Leverage IT systems to capture data, manage logistics and facilitate plan of care.
2. 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 sponsors requesting it.
3. Collect accurate demographic and insurance information. Update systems as needed in accordance with department standards.
4. 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.
5. Navigate internal and external systems to accurately identify or secure payers and link patients to needed services.
6. Completes documentation of all relevant conversations, meetings, and referrals.
7. Actively participates in team meetings

1. Speak up when team members appear to exhibit unsafe behavior or performance
2. Continuously validate and verify information needed for decision making or documentation
3. Stop in the face of uncertainty and takes time to resolve the situation
4. Demonstrate accurate, clear and timely verbal and written communication
5. Actively promote safety for patients, families, visitors and co-workers
6. Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Organizational Commitment/Identification
Performance Improvement/Problem-solving
Cost Management/Financial Responsibility

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law.

Similar jobs