International Patient Coordinator (H)-Hybrid

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The Department of International Health is currently seeking a full time International Patient Coordinator to work in Miami. The International Patient Coordinator, under the supervision of the Patient Access Manager, coordinates all necessary arrangements for international patients seeking medical care with the University Health System. Acts as a liaison between referral sources, patients, hospitals and physicians who contact UHealth International for assistance with health care needs. Works independently to ensure that medical services are coordinated in a timely, accurate and courteous manner according to established guidelines.

CORE RESPOSIBILITIES

• Manages the full-cycle of medical services for international patients, ensuring all needs of the patient and family are met throughout their visit; effectively troubleshoots problems expeditiously; uses discretion to determine when to involve department service ambassadors.
• Schedules appointments and verifies insurance coverage; gathers all pertinent data from international patients, referring physicians, and payers.
• Prepares pricing and bundled packages; obtains CPT codes and diagnosis information from UM physicians; obtains letters of agreement and payments from international payers within guidelines; follows-up with patients and non-contracted payers to collect additional funds as necessary.
• Responsible for developing and maintaining strong professional relationships with doctors, referral sources, staff, patients, and their families in both English and Spanish.
• Responsible for resolving transportation problems and lodging for internationals patients transferring to, or seeking services at, UM facilities including ambulance/air-ambulance services.
• Serves as on-call, after-hours contact for one week rotating shifts to provide UHealth International patients assistance with the coordination of medical care outside of regular business hours.

Department Specific Functions

• The International Patient Coordinator (IPC) will be working as a float to cover care coordination areas as assigned when an International Coordinator is out of the office, calls-out, sick, vacation, FMLA, etc. or wherever the coverage is required.

• The IPC will receive training to understand the various care coordination areas and specific process flows they will be covering.

• The IPC will work closely and receive support from the International Patient Services Supervisors to ensure the patient/family needs are being met in a timely and accurate manner while striving for a positive patient experience.

• The IPC will answer emails, telephone calls, handle CRMs, tasks and works on inquiries for the area they are covering.

• The IPC will be responsible for the core functions for the areas they are covering, to also include: Documenting and task completions via Cheers CRM.

• Manage inquiries from patients and/or internal staff via telephone, email in-boxes (Teams and UHI Main), and Epic In Baskets in an accurate and timely manner.

• Coverage for the UHI Desk located at UTower.

• Remain flexible with work assignments and coverage areas.

• The IPC will review insured patient financial responsibilities with patients/families.

• Will work with the Insurance Verifiers to obtain timely verification of benefits, authorizations, and pre certifications for services and prepare accurate cost estimates for non-covered services. The IPC will review patient financial responsibilities with patients/families for uninsured self-pay patients and prepare accurate cost estimates and/or bundle self-pay packages.

• Will provide required documentation to internal departments and Finance Teams in a timely manner.

• The IPC will review patient financial responsibilities with patients/families for embassy or government sponsored patients.

• Will confirm covered services and obtain letters of guarantee from said entities.

• The IPC will work with the UM Cashiers to collect for self-pay and patient financial responsibilities, 3-5 days, prior to services being rendered.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education:

Associate’s Degree in related field

Experience:

Minimum 1 year of relevant work experience

Knowledge, Skills and Attitudes:

• Ability to process and handle confidential information with discretion.

• Ability to work independently and/or in a collaborative environment.

• Proficiency in computer software (i.e., Microsoft Office).

• Ability to maintain effective interpersonal relationships.

• Ability to communicate effectively in both oral and written form.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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