RN -International Patient Services

Registered Nurse (RN) Clinical Lead

The Registered Nurse (RN) will serve as the clinical lead for international patients and their families seeking care at Henry Ford Health (HFH). This role involves coordinating care between HFH physicians and their teams, as well as facilitating communication between patients, families, and government officials.

Key responsibilities include:

• Coordinating all aspects of international patient care, including intake, medical record collection, physician coordination, scheduling, concierge services, meet-and-greet services, and problem-solving.
• Managing incoming calls and emails, including after-hours support to meet departmental and patient/family needs.
• Leading communication between HFH, patients and families, and embassy officials, providing timely responses and updates per department requirements.
• Ensuring accurate cost estimates and financial clearance in accordance with department policy and protocol.
• Collaborating with department coordinators to ensure timely patient registration and scheduling of appointments and procedures.
• Reviewing international patient medical records daily and providing updates to the international team and relevant government entities.
• Leading medical record collection and dissemination of records as requested.

Travel requirements:

• Domestic and international travel may be required, including to Canada, the Middle East, India, China, Africa, Latin America, and other regions.
• Local travel expectations include use of personal vehicle and mileage reimbursement per HF Health policy.
• Flexibility required for weekend and holiday travel.

Core responsibilities:

• Partnering with U.S. and foreign embassy staff to promote Henry Ford Health and facilitate international patient travel.
• Coordinating care and treatment plans by working with HFH physicians, ensuring seamless clinical communication, and maintaining continuity of care.
• Collaborating with pricing and the Central Business Office to obtain accurate patient care estimates.
• Supporting clinical processes, including collecting medical records and imaging, assisting in treatment plan development, and guiding patients through care navigation across HFH facilities.
• Leading and coordinating remote second-opinion consultations between international patients and HFH providers.
• Demonstrating cultural sensitivity and awareness of international constraints.
• Serving as clinical lead for IPS department coordinators, providing guidance, oversight, and support.

Role requirements:

• High level of clinical expertise.
• Frequent telephone engagement.
• Advanced computer and technology proficiency.
• Strong cultural awareness.

Performance expectations:

• Ensure work is accurate, efficient, and completed within established timelines.
• Maintain a patient-centered focus and high level of professionalism.

Customer service expectations:

• Communication, understanding, sensitivity, teamwork, ownership, motivation, excellence, and respect.
• Additional expectations include practicing customer service skills through ongoing training and in-services.

Personal qualities:

• Self-directed, flexible, and team-oriented.
• Demonstrates teamwork, initiative, and willingness to learn.
• Open to new learning experiences, accepts and respects diversity without judgment, and demonstrates strong customer service values.

Physical demands / working conditions:

• Work environment: normal office setting with minimal exposure to noise, dust, or extreme temperatures.
• Physical expectations: travel to patient care locations, meet and greet patients and families, escort patients to and from appointments across the enterprise.
• Additional requirements: ability to travel internationally.

Education / experience required:

• Bachelor of Science in Nursing or related field.
• Proficiency in Microsoft Office: Word, Excel, PowerPoint (preferred).
• Strong presentation, interpersonal, clinical communication, written communication, and verbal communication skills.
• Must be self-starter, self-directed, highly organized, and strong in interpersonal skills.
• Bilingual fluency required: Arabic or Spanish (spoken and written).

Certifications / licensures required:

• Current Michigan RN licensure.
• Valid U.S. or Canadian passport.