Lead Global Services Patient Care Coordinator
Children's National HospitalAbout the role
Description
Responsible for leading the GS Patient Care Coordinator's activities in providing safe care to international patients who travel from abroad to CNHS with complex medical conditions and extended length of stay for treatment. Leads collection of data reports as well as participating on teams and working with staff and stakeholders to assure that requirements are incorporated within patient care coordination. Assigns work to team members to assure timely care coordination and deliverables as appropriate. Partners with clinical team to develop policies and procedures as appropriate. Identifies and escalate issues following departmental guidelines. Lead and support international patients and family's access to care while being culturally congruent and 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 Sponsor 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.Qualifications
Minimum Education
Bachelor's Degree (Required)
Minimum Work Experience
1 year Management experience (Required) And
5 years Health care experience (Required)
Required Skills/Knowledge
Bilingual in Arabic and English; 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
High 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-passing score on ISA (Interpreter Skills Test) within 2 weeks of start date.
Arabic medical interpreter training preferred.
Functional Accountabilities
Patient care management and Coordination
- Lead the GS PCC team on day to day operations.
- Coordinate orientation for onboarding GS PCC; ensure appropriate education is received on systems and processes.
- Participate in performance evaluations for GSPCC.
- Serve as the liaison between CNHS and external stakeholders as needed.
- Manage patient care specific partnerships with various stakeholders including leadership at affiliated institutions.
- Assign patients to GS PCC to ensure timely care coordination, communication and deliverables.
- Conduct comprehensive data gathering and analysis efforts, independently .
- Coordinate and schedule appointments, meetings and conferences with other CNMC departments, stakeholders and sponsors.
Performance Improvement Activities
- Process improvement and problem solving- Identify, implement, and evaluate processes to improve patient service, departmental processes and/or hospital processes.
- Assist in the development of project scope statements, timelines, and deliverables.
- Communicate barriers, challenges and any other issues that affect progress of patient care.
- Prepare documentation/data to support new initiatives.
Patient Services
- Maintain a solid understanding of patient‘s treatment plan at all times; ensure patient and caregiver has an understanding of the treatment plan.
- Understand cultural background of international patients and their families.
- Assist with intake an
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