Description

Description

Job Summary

Responsible for full coordination of services provided to international patients with the goal of achieving the highest level of service excellence for internal and external customers. Serves as liaison for all department initiatives, identifying, and executing all opportunities for promoting business abroad.

Job Specific Duties

• Oversees the entire patient journey for international patients, coordinating all aspects of care from admission to discharge, ensuring timely access, continuity of care, and seamless interaction between medical teams, patients, and external partners.
• Collaborates with physicians, hospital staff, international insurance providers, and third-party administrators to develop comprehensive medical plans of care, ensuring culturally sensitive and individualized services that meet patient needs.
• Serves as the primary liaison between patients, families, internal departments (including finance and ancillary services), and external partners to ensure a smooth and coordinated experience across all touchpoints.
• Leads the development of financial estimates, including calculating deductibles, co-pays, and self-pay estimates, and provides clear, detailed explanations of insurance benefits to international patients and their families. Identifies and mitigates financial risks, ensuring the timely collection of funds, and negotiating with third-party payers to facilitate billing and collections in alignment with healthcare policies.
• Utilizes negotiation, conflict resolution, and critical thinking skills to resolve complex issues with internal teams, external vendors, and patients, ensuring that patient care is not disrupted, and optimal outcomes are achieved.
• Acts as the point of contact for resolving scheduling conflicts, urgent care needs, insurance discrepancies, and financial questions, providing guidance on complex cases and ensuring that patient needs are promptly addressed.
• Drives quality improvement initiatives by maintaining detailed documentation of patient complaints and resolutions, collaborating with staff and leadership to enhance patient satisfaction, operational efficiency, and overall service quality.
• Builds, develops, and maintains strong relationships with internal & international physicians, ancillary practices, hospital staff, patients, foreign insurances, and foundations.
• Participates in rotating coverage of service & during after-hours on-call; oversees process of transfers, coordinates medical request & financial clearance. Coordinates transfer of patients with LifeFlight or third party air ambulance vendor.
• Responds to electronic communication and telephone messages within 24 hours of receipt; communicates information regarding hospital services.

Qualifications

Minimum Job Requirements

• Proficiency in oral and written English and one additional language (Spanish, Arabic, or other)
• 2-4 years of related healthcare/customer service experience (physician office, patient financial, patient registration, insurance authorization, guest relations, etc.)
• 2-4 years of experience dealing with patient and families in a health care setting

Knowledge, Skills, and Abilities

• Bachelor's degree 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, including all staff levels both within and outside the organization.
• Strong organizational, communication, and teamwork skills.
• Able to work independently, handle multiple demands simultaneously, and escalate when necessary.
• Ability to effectively communicate with people in stressful situations.
• Able to interpret, adapt, and react calmly under stressful conditions with flexibility.
• Ability to respond to changing priorities and varying workloads.
• Critical thinking skills and analytical capabilities.
• Excellent computer skills including Microsoft Office Products (Word, Excel, PowerPoint).
• 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.
• Ability to write and express complex concepts.
• Able to maintain the confidentiality of sensitive information.

Job:

Clerical/Administrative

Department:

GLOBAL HEALTH-1000-930000

Job Status:

Full Time