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Penn Medicine, University of Pennsylvania Health System · 4 months ago

Global Care Coordinator, Penn Signature Services (Arabic foreign languages)

Philadelphia, PA

Full-time

Onsite

Mid Level

3+ years exp

Penn Medicine is dedicated to providing the highest level of care to patients and conducting innovative research. The Global Care Coordinator is responsible for coordinating care for prospective and current patients, serving as the primary point of contact and ensuring seamless communication and service delivery.

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Responsibilities

Act as the primary liaison between the patient and all corporate and clinical departments throughout the UPHS. Facilitate all non-clinical requests for the patient and/or caregiver(s). For clinical-related questions and inquiries identify the appropriate clinician and/or clinical department and ensure that all of the patient's questions are addressed in a timely manner. In collaboration with a clinician, ensure that all medical records are received and have been translated into English so that case review by clinical staff can proceed. Assist with the completion of timely remote medical second opinions, serving as the primary contact and liaison for all parties to coordinate logistics related to this service. Ensure appropriate communication and transfer of medical records to the patient’s referring physician upon patient discharge from the UPHS. Accountable for his/her patient caseload and must routinely meet and communicate with all internal/external stakeholders regarding the current status of the patient. Timely updates from embassies, government officials, and patient representatives will be provided to key stakeholders from the UPHS

Perform intake assessments for domestic and international patients seeking care at UPHS, communicating with the patient and/or third party representative to ensure that all portions of the intake process are completed per PSS guidelines and standards. Inform patients of departmental and UPHS policies including HIPAA regulation, as well as policies surrounding insurance verification, referral and authorization, and point-of-service payment after communication with financial officers within the UPHS system has occurred

Schedule and coordinate patient care appointments with all appropriate parties (this may include but is not limited to internal and external staff and stakeholders, individuals, representatives, brokers, third-party vendors, government agencies, and embassies)

Meet the patient prior to appointments to communicate expectations. Work to facilitate resolution of scheduling issues encountered by the Contact Call Center, providing referral nurses and individuals with appropriate guidance (when applicable). Meet and facilitate the navigation of patients and family members to appointments (may include early morning appointments and weekend appointments when deemed necessary). Provide follow up regarding ongoing services to the patient and caregiver(s) throughout continuum of care

Evaluate requests made by the patient and by clinical staff for all clinical appointments, both inpatient and outpatient as well as patient transfers, to ensure that all stakeholders are aware of the request and that the process is completed per institution guidelines. Additional requests will be facilitated at the discretion of senior management, and may include obtaining durable medical equipment for a patient, identifying third-party vendors, facilitating pharmacy requests, etc. Arrange transportation for specific individuals within the PSS system, including but not limited to air evacuation, commercial flights, ad hoc

Coordinate hotel accommodations or housing options, providing the patient and his/her family with appropriate options for lodging (short-term and long-term). Assist with initial establishment of financial accounts (when applicable, as this applies mostly to our international patient population)

Maintain daily record of work activities including but not limited to daily patient call volume and completion of progress notes per PSS standards. Document all activity in the PSS database platform, Salesforce or other specified software. Track sources of patient referrals, keeping pristine records of items including but not limited to the referring physician [s], patient’s country of origin, contact information in the Salesforce database. Prepare reports that include but are not limited to data for patient dashboard(s), utilization of service reports, and patient placement decision reports. Communicate HIPAA-compliant information to the UPHS Development Office on a routine basis

Facilitate continuous improvement in patient satisfaction and patient ranking of quality of services. Identify service delivery/quality issues and implement/track corrective action plans with the oversight of PSS management. Participate in quality and process improvement initiatives and attend training sessions with PSS senior management and/or external vendors, as specified. Facilitate inquires and requests regarding the PSS program, and ensure that the appropriate stakeholders are aware of the information being requested. Manage and coordinate resolution of PSS patient relation issues and non-clinical matters when necessary. Will make no clinical decisions and will not communicate results of clinical tests/procedures/diagnostic testing to any individual, but will forward any inquiries to clinical staff to ensure that the patient’s questions are answered in a timely fashion

Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

Other duties as assigned to support the unit, department, entity, and health system organization

Qualification

BilingualCustomer service experienceSalesforceHIPAA complianceCoordination skillsCommunication skillsProblem-solving skills

Required

H.S. Diploma/GED

3+ years of experience in a position requiring customer service/client interaction

Preferred

Bachelor's degree

Bilingual

Benefits

Comprehensive compensation and benefits program

Prepaid tuition assistance programs

Company

Penn Medicine, University of Pennsylvania Health System

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Penn Medicine is a world leader in academic medicine, setting the standard for cutting-edge research, compassionate patient care, and the education of future health care professionals.

Founded in 1765

Philadelphia, Pennsylvania, USA

10001+ employees