DESCRIPTION:
Responsible for the correspondence and coordination for all international inquiries. Assist with the coordination of the entire international patient experience, including both inpatient and outpatient visits and procedures. This position will address and lead from the initial request for care and follow all care coordination for the patient. Coordinates with the patient/family, administration, Henry Ford Health (HFH) physicians, pricing department, medical records, scheduling departments, and others to ensure a seamless and satisfactory patient experience. Participates with department leadership in goal development and process improvements. Coordinates all concierge services required by international patients. Leads constructive lines of communication between all parties needed in caring for the international patient. Acts as a liaison between patients' family and clinical and non-clinical teams as well as all third parties. Acts as an advocate for the patient and family.
PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Provide world class service excellence as evidenced by use of: AIDET, HEART, and other customer focused service excellence programs.
• Responsible for addressing the incoming emails and phone calls into the department.
• Placing patient requests into Salesforce.
• Request pricing estimates for patient care.
• Register patients in EPIC.
• Schedule patients for appointments and services in EPIC.
• Collect funds associated with patient care.
• Lead communication and coordination between all parties involved in caring for the international/executive health patient.
• Work with pricing department to determine cost of care, finalize patient financial responsibility, and implement refunds where appropriate.
• Receive medical records and imaging studies of patients and place in Epic.
• Lead coordination of virtual calls between patients, their family and HFH physicians.
• Work with HFMG physicians to determine patient's plan of care and lead all care coordination and activities when the patient arrives in USA.
• Be available and serve as patient's concierge while patient is at HFH for care.
• Conduct initial patient and family introduction and orient with care services.
• Be available early in the morning and late in the day to meet the needs of patients while in their home country or while a patient is at a HFH facility.
• Facilitate and operationalize processes designed to foster barrier free access to appointments and service for international patients.
• Assist patients and their families as needed. This includes, but is not limited to, assisting prior to visit with directions, accommodations i.e., hotel or guest apartments, appointment scheduling and patient escorts while on hospital campus.
• Communicate information back to the appropriate areas of responsibility regarding patient and/or physician feedback.
• Assist internal & external physicians in navigation and access to HFHS physicians, sites, and services.
• Assist patients and their family members in navigation and access to HFHS campus and services.
• Document in various applications needed to complete required work and data management.

EDUCATION AND EXPERIENCE:

• Associates degree required; Bachelor's degree preferred.
• Minimum of 3 years progressively more responsible experience in a healthcare setting resulting in improved operational efficiencies, patient centered care/process and/or staff productivity.
• Experience in working with an electronic medical record.
• Demonstrated ability using common computer applications, IT systems, and software.
• Experience with appointment scheduling and payment collection.
• Ability to create, prioritize, and execute multiple tasks and meet established timelines.
• Must have good interpersonal skills, customer service attributes and ability to communicate effectively with internal and external customers.
• Must demonstrate and use customer friendly demeanor/etiquette and culturally appropriate.
• Possess strong verbal communication skills in person and via telephone.
• Able to apply problem solving and critical thinking skills.
• Must possess strong organizational skills.