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Global Health Liaison

1 month ago

Miami, Florida, United States Nicklaus Children's Health System Full time
Job Summary

We are seeking a highly skilled Global Health Representative to join our team at Nicklaus Children's Health System. As a key member of our international patient services team, you will be responsible for coordinating services for international patients, ensuring a seamless and exceptional experience for our internal and external customers.

Key Responsibilities
  • Coordinate all global health services within established turn-around-times, adhering to the special needs of each patient and interfacing with hospital staff to improve access in a timely and efficient manner.
  • Interact collaboratively and professionally with medical staff, payer representatives, patients and families, air ambulance providers, and outside vendors.
  • Act as a liaison with Patient Financial Services and ancillary departments, identifying financial risks, escalating to appropriate parties, and ensuring collection of funds.
  • Resolve conflicts or negotiate with others to achieve positive results, displaying a highly professional demeanor and applying critical thinking to resolve issues.
  • Work with patients to identify barriers to healthcare and connect them to the resources they need, such as financial assistance, counseling, language translation, or transportation.
  • Collaborate with MCHS staff to identify areas of opportunities for performance improvement and work collaboratively with leaders, practitioners, and staff to improve patient safety and satisfaction.
  • Assist in negotiating the full spectrum of healthcare services, including facilitation of billing and collection efforts through collaborative work with the Patient Financial Services department.
  • Manage medical referrals, ongoing care, and stewardship of international clientele, providing efficient, culturally sensitive, and individualized services to patients.
  • Collaborate with physicians and/or practice office staff on obtaining appropriate plans of care for international patients.
  • Create financial responsibility letters and calculate co-insurance amounts and deductibles for insured patients, notifying them of deductibles, co-payments, or self-pay estimates.
  • Accurately document all patient complaints in the system, monitor and update complaints and their resolutions, which is used for quality improvement activities for the organization.
  • Build, develop, and maintain strong relationships with internal and international physicians, ancillary practices, hospital staff, patients, foreign insurances, and foundations.
  • Work with staff on initiatives to improve the patient's experience, providing support during hospital stays or clinic visits and being responsive to concerns or complaints from patients and families.
  • Inform patients and families of HIPAA guidelines and collaborate with staff to meet patient expectations and quality outcomes, building a patient-focused culture.
  • Participate in rotating coverage of services and during on-call, oversee the process of transfers, coordinate medical requests and financial clearance, and coordinate transfers of patients with LifeFlight.
  • Respond to electronic communication and telephone messages within 24 hours of receipt, communicating information regarding hospital services.
  • Maintain objectivity and keep lines of communication open between patients, families, and hospital staff.
  • Review target goals, priority questions, and share best practices with the Director and hospital staff in reference to international patients.