Global Services Patient Care Coordinator II (**Bilingual: Arabic/English**)

Oct 01, 2021
Nov 05, 2021
Full Time
Responsible for assisting international patients and families access care while contributing to a positive work environment. Duties could include but not limited to responding to family needs and inquiries; assisting medical teams in ensuring provision of care; responding to Embassy 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.


8:30AM-5:00PM, with on-call rotation


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 in Arabic and English (Highly Preferred)
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 CNMC within 60 days of joining, (Required)
Arabic medical interpreter training (Highly Preferred)

Functional Accountabilities

International Patient and Family Service Administration
1. Provide sound guidance to ensure patient and family satisfaction throughout their time at CNMC by designating a point person.
2. Maintain a solid understanding of patient case at all times; update patient care throughout treatment; translate accurately and quickly patient-specific discharge instructions, physician and nursing care instructions.
3. 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.
4. 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.
5. 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.

Embassy Services
1. Assist in opening patient file at Embassy (bank, passports, visas, I-94, phone #, etc.).
2. Work with the Embassies to facilitate and coordinate patient care.
3. Understand cultural background of international patients and their families.

Office Support
1. Handle administrative needs to deliver quality care to assigned patient families (i.e. filing, faxing, phones, etc.).
2. Request approvals for internal medical referrals.
3. Maintain documentation on office network drive.
4. Monitor and maintain various patient case records including LOGs, visa extensions.

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 Accountabilities
Staff Communications
1. Demonstrate good judgment in asking for guidance from manager and team to address more complex issues and escalate matters appropriately .
2. Maintain good understanding of Children's National processes and systems allowing them to perform their routine duties fairly independently .
3. Interact comfortably with Children's National staff and faculty to facilitate services for patients

Organizational Commitment/Identification
1. Partner in the mission and upholds the core principles of the organization
2. Committed to diversity and recognizes value of cultural ethnic differences
3. Demonstrate personal and professional integrity
4. Maintain confidentiality at all times

Customer Service
1. Anticipate and responds to customer needs; follows up until needs are met

1. Demonstrate collaborative and respectful behavior
2. Partner with all team members to achieve goals
3. Receptive to others' ideas and opinions

Performance Improvement/Problem-solving
1. Contribute to a positive work environment
2. Demonstrate flexibility and willingness to change
3. Identify opportunities to improve clinical and administrative processes
4. Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility
1. Use resources efficiently
2. Search for less costly ways of doing things

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.

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