International Medical Services Specialist

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This is a Stanford Health Care job.

A Brief Overview
International Patient Services Specialist is responsible for working with colleagues at the Stanford Medicine and Stanford University to manage medical referrals and ongoing care and stewardship of International clientele, who are also business development and philanthropy prospects. Function as a key ambassadorship role for Stanford Medicine, providing international patients access to our global network as well as individualized services for clinical care or second-opinion diagnoses. Coordinate and interface with our faculty, their overseas colleagues, and all departments in the hospitals and School of Medicine to improve access to all institutional services and to facilitate comfortable, efficient visits for both patients and their families.

LEVEL DESCRIPTORS:

International Patient Services Specialist has two levels that are distinguished from each other primarily by:
1. the complexity of assignments,
2. the range and depth of expertise required, and
3. independence of action (degree of supervision received).

LEVEL I (Entry):

• This is entry/trainee level.

LEVEL II (Intermediate):

• This is the developing and intermediate working level.

LEVEL III (Full Proficiency/Advanced):

• This is the full-proficiency level where employees are assigned responsibility for performing advanced level work of a complex and difficult nature. In addition, employees at this level may have work-lead responsibility.

Locations
Stanford Health Care

What you will do

• Acts as ambassador for Stanford Medicine in dealing with the international community, equipped with sophisticated knowledge of delivery of multidisciplinary specialty healthcare in an academic teaching and research environment.
• Highly-trained professional specialized in customer service and coordination of clinical services for international patients and family in any way the patient needs before, during or after an encounter with a Stanford medical facility. Contributes to financial and legal risk mitigation for the institution.
• Effectively responds to international inquiries from patients, their relatives and/or referring physicians on services available at the Stanford Medicine (SHC and LPCH) and provides accurate information in a timely fashion.
• Coordinates and schedules appointments and admissions adhering to the special needs of the international patient and referral algorithms in place.
• Evaluates preferences of patients and their family regarding lodging, transportation, language support, and other services they may require, makes recommendations or arrangements to meet their needs. Special needs can range and vary depending on socio-economic status, cultural, religious, or spiritual affiliation. Usual challenges are in language, time zone, travel, and urgency of need, therefore flexible work time may be required.
• Researches and notifies the patient of approximate costs for hospital and professional fees and communicates the department financial policy prior to services being rendered.
• Under the general direction of the department medical director and director, determines the most appropriate initial medical contact point (physician and/or area of treatment) for international patients.
• Designs and implements training strategies to build understanding amongst internal staff of the value of international grateful patients to institutional priorities.
• Provides highest level of service and amenities to target audience of self-pay patients that is competitive with benchmark competitors in the arena of International Medical Services.
• LEVEL I (ENTRY):
• JOB SCOPE:
• Entry-level professional with limited or no prior experience in international patient services; learns to use professional concepts to resolve problems of limited scope and complexity; works on developmental assignments that are initially routine in nature, requiring limited judgment and decision making. Performs work in a learning capacity, assists in inquiry triage, cost estimate, information gathering, and care coordination in general.
• KNOWLEDGE:
• Requires basic knowledge and understanding of the concepts, practices, and procedures of culture and patient services equivalent to that obtained through a completion of a Bachelor's degree, and/or previous work experience.
• JOB COMPLEXITY:
• Works on patient cases of limited to moderately complex scope. Follows practices and procedures, mostly routine in nature, in triage and coordination.
• LEVEL OF SUPERVISION:
• Initially works under close supervision. Assignments are designed to provide training and practical experience that develops the incumbent's ability to apply principles and procedures. Decisions are limited to specific, task-related activities. Requires the manager's review of the work performed for accuracy, completeness, and conformance with detailed instructions. Work is primarily with existing, stable processes and procedures.
• COMPUTER SKILLS:
• Beginner proficiency in Epic chart review, CRM case review, and Cost Estimator tool usage.

Education Qualifications

• Bachelor's degree in a work-related discipline/field from an accredited college or university.

Experience Qualifications

• Zero (0) – two (2) years of general work experience, international patient services experience preferred.
• Speak Arabic - Preferre

Required Knowledge, Skills and Abilities

• Knowledge of and interest in the international milieu- social customs and etiquette.
• General awareness of important world politics, economics and healthcare systems.
• Ability to assess cultural needs of patients and their families and provide assistance to ensure patient care needs are addressed.
• Ability to adjust communications to fit the needs and level of understanding of the receiver.
• Ability to deal appropriately and comfortably, on a daily basis, with high-profile entrepreneurs, celebrities, world class faculty, university trustees and donors.
• Ability to establish and maintain excellent client relationships, exhibit exemplary interpersonal skills and exercise sound judgment and professionalism in business and personnel matters.
• Additional language skills highly preferred.
• Medical knowledge preferred.
• Ability to maintain confidentiality and independent judgment.
• Ability to conduct analysis and formulate conclusions.
• Knowledge of computer systems and software used in functional area.

Licenses and Certifications

• None

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.