Global Services Patient Care Coordinator (**Bilingual: Arabic/English**) - DC
Children's National HospitalAbout the role
Description
The Patient Care Coordinator, Global Services (PCC) is responsible for providing high-level care coordination to international patients and families, referring sponsors, and internal clients. This role is responsible for providing efficient, individualized services to Global Services patients seeking and receiving medical care or remote second-opinion services at Children's National. The PCC follows international patients from inquiry to repatriation, enhancing accessibility to healthcare services, ensuring care continuity, offering comprehensive support, and delivering exceptional customer service.The PCC is the main point of contact for families, addressing their needs and inquiries with utmost care and empathy. This role collaborates closely with hospital teams to ensure seamless coordination of all aspects of the patient and family's treatment journey, whether inpatient or outpatient. This includes coordinating hospital admissions, outpatient appointments, and procedures, as well as facilitating communication with payers and sponsors. The PCC responds to patient payors' requests, triages miscellaneous inquiries to the appropriate teams, and prioritizes work effectively to meet deadlines. Managing and maintaining data in various systems to track efforts and support international patient services are also part of the PCC responsibilities.
Fluency in English and one or more languages is a requirement for this role. Candidates are required to undergo an oral and written language proficiency assessment in English, as well as, the specified language prior to finalizing the hiring process.
Qualifications
Minimum Education
Bachelor's Degree (Required) Or Relevant experience beyond the minimum required work experience may substitute the educational requirement on a 1-to-1 ratio
Minimum Work Experience
3 years related and progressive coordination experience (Required)
2 years customer service experience (Required)
1 year experience in healthcare setting (Preferred)
Required Skills/Knowledge
Fluency in English and one or more languages, to include: Arabic, Spanish, Hebrew or Mandarin
Exceptional customer service skills to ensure a positive experience for international patients
Diplomatic and tactful oral and written communication skills to interact with diverse groups of people
Proficiency with Microsoft 365 and other necessary computer applications
Proficient in data management and analysis for effective decision-making
Ability to assess multiple variables to determine the most appropriate course of action
Exercise good judgment in handling sensitive and confidential information and situations
Highly proficient in Medical Terminology
Required Licenses and Certifications
Certification: 40-hour Medical Interpreter Training Course (must have proof of certificate from a reputable training institution) within 90 days of employment start date. 90 Days (Required)
Certification: Interpreter Skills Assessment oral language proficiency test in English and target language. Candidate must pass the assessment provided by Children's National. 1 Year (Required)
Functional Accountabilities
International Patient Care Coordination
- Coordinates the care for international patients and their families throughout their interactions with Children's National Hospital, ensuring patient’s needs are met.
- Independently manage patient care related activities, escalating complex inquiries and issues when necessary, and coordinating other patient care support activities.
- Initiate and lead the multi-disciplinary assessment process for international patient inquiries for self-pay patients, embassy-sponsored patients, diplomatic community and international/domestic insured patients.
- Collabor
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