Global Health Patient Liaison Specialist

3 weeks ago


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

As a Global Health Patient Liaison, you will serve as a link to services across the health system, managing the entire experience of referred patients/families in all aspects of care before, during, or after any encounter at Nicklaus Children's Hospital. You will collaborate with multidisciplinary teams to provide individualized care and address complex patient needs while improving access to services in a timely and seamless manner.

Key Responsibilities
  • Manage patient referrals, offering concierge services to clientele while providing efficient, culturally sensitive, and individualized services.
  • Support the medical care by providing guidance & assistance, connecting the patient/family to a range of medical and non-medical services to ensure satisfaction with the hospital experience.
  • Work closely with billing entities to verify and facilitate payment processes ensuring that service and financial needs are met.
  • Arrange interpreter services and other accommodations as requested by patient or family and in accordance with department and hospital policies.
  • Participate in education, training, communication, and adherence to safety and quality programs.
  • Responsible for daily visits to each admitted patient and family to act as a communication liaison and support the patient's individual needs, desires, and concerns.
  • Proactively work to develop, manage, & sustain relationships with patients, physicians and referral sources.
  • Collaborate with hospital staff on discharge planning of global patients.
  • Assume responsibility to evaluate and develop action plans for improving patient throughput and communications amongst multidisciplinary clinical and non-clinical teams.
  • Ensure patient rights are respected and provide a channel for mediation and resolution to promote the highest quality of care and customer satisfaction.
  • Accurately document all patient complaints in system; monitors and updates complaints and their resolutions which is used for quality improvement activities for the organization.
  • Lead efforts in service recovery, addressing patient concerns and complaints in a timely and effective manner.
  • Work with staff on initiatives to improve the patient's experience.
Qualifications
  • Bachelor's Degree (OR) 10 years of healthcare experience
  • Bilingual in English/Spanish
  • Prior work experience with cultural standards and customs of the international regions


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