Patient Coordinator

1 month ago

Baltimore, Maryland, United States Johns Hopkins Medicine Full time

What Awaits You?

Career growth and development

Diverse and collaborative working environment

Affordable and comprehensive benefits package

POSITION SUMMARY:

Johns Hopkins Medicine International (JHMI) is a healthcare services organization created to further the mission of Johns Hopkins Medicine; namely, to improve the health of the global community by setting the standard of excellence in medical education, research and clinical care. Reporting to the Manager of Patient Services, the Patient Coordinator is responsible for coordinating the medical journey for International Patients: including pre-arrival responsibilities, onsite case coordination, facilitating post care requests and tracking success measures of the different activities, while following standard best practices of a call center and patient care coordination. This position is critical in this new, more competitive environment in which payors re-negotiate pricing to ensure patient satisfaction, efficient treatment time, and conversion of referrals for new patients.

The individual is expected to manage a high patient caseload across multiple departments in a complex matrix organization. In this fast-paced environment, the Patient Coordinator must be able to multitask, collaborate with clinics, departments and hospital staff and pay close attention to detail while providing a high level of customer service and quick decision-making at all times. Essential functions of this position include the conversion of appropriate referrals into patients, investigating international opportunities and relationships that can be forged, utilizing cultural experience to help set protocol and provide input into process improvements; revision of workflows and the evaluate how best to assist embassies with saving money while still sending people to the US for treatment, timely scheduling of appointments and clinical service in both outpatient and inpatient settings conveying important appointment details to payors and/or patients, and efficiently coordinating and confirming additional recommendations by the treating clinical team (treatment, medications, equipment).

The Patient Coordinator must be able to synthesize multiple sources of information and input from stakeholders to quickly and effectively manage needs and/or queries from patients & family members, physicians, and clients. The role provides input on work flows, operational improvements, cultural sensitivities and encounter many unique situations that require them to act autonomously and use sound judgement in a complex organization. This position will also lead patient experience work groups to improve quality and outcomes; and training sessions for payors and patients to leverage technology including care link, my chart, and wayfinding app. To effectively manage patient care and client relationships, the Patient Coordinator must, at times, make essential decisions to ensure patient satisfaction and continued business growth.

Additional duties may include serving in an administrative capacity, receiving inbound contacts (calls, emails, faxes, etc.) from patients, physicians and staff, participating in patient experience initiatives, providing patient orientation, data tracking, and leading process improvement projects.

Education: B.A. or B.S. or equivalent work experience in a healthcare and/or multinational business setting with a strong focus

on customer service. Additional experience may be substituted for education. (Equivalency Formula: Related

experience beyond minimum training experience qualifications may substitute for formal education requirement

on a two-years experience-for-one year education basis.)

Knowledge:

  • Familiarity with medical terminology
  • Familiarity with insurance terminology
  • Knowledge of ALL clinical departmental specialties and processes
  • Overall knowledge of in country expertise and networks for referrals
  • Competence in the use of automated appointment scheduling and registration systems, database software, and call
  • center telephone systems
  • General understanding of database management preferred

Skills:

  • Advanced interpersonal skills, including the ability to cope with a demanding clientele and the ability to defuse
  • situations of high emotion or conflict
  • Advanced organizational skills – ability to prioritize multiple activities and follow them accurately to completion
  • Excellent verbal, telephone, written and communication skills to interact with a diverse group of patients, families,
  • members of the health care team, executives and external clients/ referral sources
  • Strong customer service skills
  • Detail-oriented, able to multitask and work well under pressure
  • Ability to work within a complex matrix organization
  • Ability to work well on a team or independently
  • Possesses integrity and accountability in actions and behaviors based on values consistent with the expectations of
  • organizational culture
  • Promotes teamwork and collegiality throughout the team and all levels of the organization and demonstrates highest
  • professionalism as a representative of JHMI. Understands HIPPA standards and protects confidential patient information

Required Licensure:

Certification, Etc.: Candidates must successfully pass the required JHM approved designated language assessment prior to job offer.

New employees must complete all required training within 30 days of hire.

Work Experience: 5 years related experience in healthcare and/or international business with a strong focus on customer service best

practices.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins

Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

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