Position Highlights:

The International Patient Coordinator plays an active role to seamlessly coordinate the medical care and concierge needs for international patients and their families who are referred to Moffitt Cancer Center.  As a liaison between patients, families, and our center, this role coordinates various aspects of patient care during the inpatient or outpatient stay by adequately assessing patient and family needs. 

Developing, managing and sustaining strong relationships with not only our international patients and their families but also with physicians and various referral sources, and oversee the management of patient referrals are primary responsibility of this position.

This position functions on an advanced level demanding a highly organized, independent decision maker,  customer service oriented, multilingual, knowledgeable and culturally sensitive professional to quickly and successfully manage requests from patients, physicians, insurance companies, foreign embassies, medical concierge agencies and others while maintaining hospital policies, exceeding the expectations of the customer and, in turn, promoting advocacy through effective relationship management.

The incumbent will plan, develop, implement, expedite, maintain and monitor high quality personalized concierge attention to all inquiries and requests that are related to medical appointments and institutional business needs.

 Responsibilities:

• Coordinates and processes patient intake for demographic, financial, and medical information and triages to Business Office, BMT, Patient Appointment Center and clinic schedulers and coordinators for financial and appointment management.
• Coordinates and provides all essential concierge services to patients and their families such as lodging, transportation, airport pickup, booking travel requests, language services, shopping, special ethnic dietary need, banking, entertainment, tourism information, religious / spiritual requirements, extensions of stay, correspondence to embassies for visa management, funeral services, body repatriation, etc.
• Manages and maintains data entry of all patient documentation in the international referral database and department calendar for upcoming patient visits and services. Communicates and processes outgoing and incoming messages in an accurate and timely manner.
• Helps educate international patients and their families regarding U.S. cultural and medical perspectives.
• Helps educate Moffitt staff, including team, on international perspectives and cultural nuances.  Assists in educating medical and non-clinical staff on patients' cultural, protocol, and socio-economic perspectives.
• Develops and maintains strong relationships internally and externally with patients, caregivers, referral sources such as U.S. and foreign physicians, insurance companies, foreign embassies, health government ministries, medical concierge service companies, and all departments at Moffitt.
• Puerto Rico Initiatives-When needed collaborates with supervisor and manager in the event planning stages of any Puerto Rico community events (attendee lists, RSVPs, confirmations, etc.).  Travels globally and continentally to affiliated healthcare provider’s facilities as required providing assistance during events.  Provides presentation to audience about our services as needed.  Assists with follow up calls or communication with attendees.
• Participation in international related conferences in the US or abroad.

Credentials and Qualifications:

• Associate’s Degree in Healthcare Administration, Nursing, Public Health, Hospitality Management, International, Business Administration, Marketing, Public Relations, Relationship Management, Social Services, Public Administration or related fields.
  • In lieu of Associate’s Degree, Three (3) years of commensurate experience in a healthcare setting that involved significant interaction with patients and clinicians.

Required:

• Minimum of three (3) years of commensurate experience in a patient or guest service environment (healthcare, hospitality, service industry, etc.).
• Bilingual English/Spanish is required. Alternative language specified as needed.