International Patient Coordinator (Spanish or Arabic speaking), Full Time - Days

Be a part of a world-class academic healthcare system, UChicago Medicine, as an International Patient Coordinator with the International Program. This position is Rotational – This person will need to commit to onsite requirements.

The International Coordinator provides timely coordination while managing high volumes of international patients/families. The Liaison would be responsible for communicating with international patients/families regarding appointments, care plans, financial, health and concierge resources available. Acts as a primary contact using the appropriate protocols for resolution of any patient concerns and implementing service recovery. Exhibit an understanding of cultural nuances and act as an advocate on behalf of International patients to provide equitable healthcare services. The International Patient Coordinator is responsible for facilitating initial point of service collections in support of International Program financial service policies and goals. This position is responsible for fostering strong relationships with the international patients, families, referral sources and UCMC staff and physicians. Duties include assessing and resolving disagreements or discrepancies, if any, between the patient/family vs. treating teams vs. payors requirements. Administrative support required.

Essential Functions

• Serves as the primary contact for non-clinical care coordination through the continuum of care for patients, families, and referring physicians. The first point-of-contact for patients and physicians to coordinate services with UCMC medical professionals, ancillary services, BSD, and hospital offices/staff. Coordinates and manages educational/advisory meetings, evaluation tests, and consultations for patients within specified time periods. Immediately and independently resolves issues encountered during the day to keep the patient on schedule. Provides advance notice to patients and referring physicians of required follow-up testing to maintain regulatory compliance, and coordinates the required follow-up. Collaborates with various departmental staff to ensure proper insurance and billing information is provided for patient’s services.

• Liaisons with international patients, referring physicians and embassies to obtain demographic and medical information for the University of Chicago Medicine. Triages numerous calls/letters/faxes from patients/family members requesting information on the programs of International Programs at the University of Chicago Medicine.

• Duties include proper discharging and follow-up with care teams such as providing medical records.

• Serves as the primary contact for non-clinical care coordination through the continuum of care for patients, families, and referring physicians. The first point-of-contact for patients and physicians to coordinate services with UCMC medical professionals, ancillary services, BSD, and hospital offices/staff. Coordinates and manages educational/advisory meetings, evaluation tests, and consultations for patients within specified time periods. Immediately and independently resolves issues encountered during the day to keep the patient on schedule. Provides advance notice to patients and referring physicians of required follow-up testing to maintain regulatory compliance, and coordinates the required follow-up. Collaborates with various departmental staff to ensure proper insurance and billing information is provided for patient’s services.

• Liaisons with international patients, referring physicians and embassies to obtain demographic and medical information for the University of Chicago Medicine. Triages numerous calls/letters/faxes from patients/family members requesting information on the programs of International Programs at the University of Chicago Medicine.

• Duties include proper discharging and follow-up with care teams such as providing medical records.

• Educates patients and family members regarding the University of Chicago Medicine. Works closely with Guest Services to secure hotel accommodations, transportation, and other services in a timely fashion. Escort patients when arriving to campus , including early mornings to help check-ins and staying after hours if needed

• Communicates and cooperates with other the University of Chicago Medicine departments, clinics, physicians to assist international visitors. Works closely with case managers, pharmacy and other clinical departments

• Other duties as assigned including Face-to-face interpreting between patients and providers in such a way that the original meaning is maintained. in addition to participating in covering the department main line phone and email ( shared task)

Required Qualifications

• Required: Bachelor degree in Healthcare or other disciplinary 2 to 4 years of experience in providing patient or international customer service, verbal fluency in two or more languages, Arabic or Spanish (English being one of the languages) is required.

• Understanding of cultural differences and advocate on behalf of International patients

• Expected within 1 year of hiring to earn Certification by the Certification Commission for Healthcare Interpreters or the National Board of Certification for Medical Interpreters.

• Refined interpersonal and business etiquette competence. Documented skills in following standardized protocols, service recovery and team work.

• Excellent communication skills required for delivery of sensitive information. Experience working independently and as a team to analyze and resolve problems.

• Competency in Microsoft Office. Experience with EPIC and proficiency in medical terminology preferred.

• Graduate of a certified program for Medical Assistants strongly preferred.

Licenses/Certifications

• Expected within 6 months of hiring to earn Certification by the Certification Commission for Healthcare Interpreters or the National Board of Certification for Medical Interpreters.

Position Details:

• Job Type/FTE: Full Time (1.0 FTE)
• Shift: Days, Monday-Friday
• Unit/Department: International Program (Spanish or Arabic Speaking)
• Work Location: Rotational – Hyde Park location 3 days per week.
• CBA Code: Non-Union