Global Health Representative (Full Time, Days)

Nicklaus Children's Hospital•Miami, FL

About The Position

Responsible for coordinating services for international patients to achieve a high level of service excellence for internal and external customers. Serves as a liaison for department initiatives and identifies and executes opportunities to promote business abroad. Oversees the international patient journey from admission through discharge, coordinating care, financial matters, communications, and relationships with internal and external partners. Participates in rotating service coverage and after-hours on-call duties, and may travel domestically and internationally to represent the department at promotional events.

Requirements

Proficiency in spoken and written English and one additional language, such as Spanish or Arabic.
2–4 years of related healthcare or customer service experience, such as in a physician office, patient financial services, patient registration, insurance authorization, or guest relations.
2–4 years of experience working with patients and families in a healthcare setting.
Ability to work in a multicultural environment and with a diverse customer base while respecting cultural diversity, patient care, patient rights, and ethical treatment.
Ability to establish and maintain effective business relationships with diverse groups and staff at all organizational levels, internally and externally.
Strong organizational, communication, and teamwork skills.
Ability to work independently, manage multiple demands simultaneously, and escalate when necessary.
Ability to communicate effectively with people in stressful situations and to interpret, adapt, and react calmly and flexibly under stressful conditions.
Ability to respond to changing priorities and varying workloads.
Critical-thinking skills and analytical capabilities.
Excellent computer skills, including Microsoft Word, Excel, and PowerPoint.
Proficiency in departmental software and knowledge of patient information systems.
Ability to travel domestically and internationally to represent the department at promotional events.
Ability to write and express complex concepts.
Ability to maintain the confidentiality of sensitive information.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Coordinate international patients’ care from admission to discharge, ensuring timely access, continuity of care, and seamless interaction among medical teams, patients, and external partners.
Collaborate with physicians, hospital staff, international insurance providers, and third-party administrators to develop comprehensive, culturally sensitive plans of care tailored to patient needs.
Serve as the primary liaison among patients, families, internal departments, and external partners, including finance and ancillary services.
Develop financial estimates, calculate deductibles, co-pays, and self-pay estimates, and explain insurance benefits to patients and families.
Identify and mitigate financial risks, ensure timely collection of funds, and negotiate with third-party payers to facilitate billing and collections in accordance with healthcare policies.
Resolve complex issues with internal teams, external vendors, and patients using negotiation, conflict resolution, and critical thinking while supporting continuity of care and optimal outcomes.
Address scheduling conflicts, urgent care needs, insurance discrepancies, and financial questions; guide complex cases and respond promptly to patient needs.
Maintain detailed documentation of patient complaints and resolutions and collaborate with staff and leadership on quality improvement, patient satisfaction, and operational efficiency.
Build and maintain relationships with internal and international physicians, ancillary practices, hospital staff, patients, foreign insurers, and foundations.
Participate in rotating service coverage and after-hours on-call; oversee transfers, coordinate medical requests and financial clearance, and coordinate patient transfers with LifeFlight or a third-party air ambulance vendor.
Respond to electronic communications and telephone messages within 24 hours and communicate information about hospital services.
Travel domestically and internationally to represent the department at promotional events.