Patient and Family Relations Specialist

Patient And Family Relations Specialist

The Destination Medicine (DM) Patient and Family Specialist will be responsible for special projects for the revenue-generating Destination Medicine Department and Concierge Program at The James and Wexner Medical Center. This includes all 7 hospitals with over 2,200 beds and more than 100 buildings and specialties. Destination Medicine is an integrative, multidisciplinary department which facilitates comprehensive inpatient and outpatient medical, residential, travel, spiritual, and cultural amenities for International, Out of State, and other Private Preferred patients. The DM Patient and Family Specialist is responsible for meeting and exceeding patient and families' expectations of their scheduled stay at The James and The Wexner Medical Center while in Columbus. The Patient and Family Specialist is the "First Face of The James and Wexner Medical Center" for many potential patients and their referring physicians and, as such, needs to have broad and deep knowledge of the medical center, the university, and Columbus as well as healthcare policies and procedures. This Patient and Family Specialist is responsible for growing patient volume and dollars generated through physician referrals, payor relations and other national and affiliated contacts. The Patient and Family Specialist will also bear primary responsibility for the maintenance and report generation of the CRM. This position will also have primary responsibility for the identification of all print and promotional materials for the department and will serve as the principal liaison to Marketing and Communications for assuring the timely submission of camera-ready materials for all programs and services of the department. Provides collaborative program coordination (including on-site coordination) of Destination Medicine programs, services, educational events and community projects.

The department publicly operates 8:00-5:00 p.m., Monday through Friday, but evenings and weekends are periodically required for greeting arriving patients. In addition, teleconferences may be scheduled at times which coincide with business hours in other time zones.

The Patient and Family Specialist carefully and patiently interviews patients and/or family members to obtain records, establish a medical record, engage the appropriate clinical team, and provide the most up-to-date information regarding insurance coverage and financial matters. This role focuses on domestic inquiries across the entire health system. Each coordinator must become fluent in the full revenue cycle process.

This position is expected to perform at a higher level by taking on additional responsibilities and functioning independently, including ownership of workflows, reporting, and coordination with other departments. The Patient and Family Specialist is also expected to train new staff members and serve as a resource to the team by delivering well-developed in-services related to the program and its services.

Additionally, this role is responsible for growing patient volume and revenue through physician referrals, payer relationships, and other national affiliated contacts. The position requires demonstrated sensitivity and excellent interpersonal skills when working with patients and families in crisis, particularly during hospitalizations and chronic illness. Candidates must possess experience and a strong affinity for working with a highly diverse patient population and interdisciplinary team.

Minimum Qualifications

For Hire:

Bachelor's degree in health sciences, business, healthcare administration or related field. Strong communication and organizational skills. Experience in patient navigation or care coordination preferred. Familiarity with EMR systems and HIPAA compliance

Ongoing: Destination care coordination and concierge health care best practices. Continued knowledge refinement in hospital policies, procedures, and healthcare regulations.

Location:

Ackerman Rd, 660 (0242)

Position Type:

Regular

Scheduled Hours:

40

Shift:

First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.