International Patient Coordinator (H)-Hybrid

University of Miami•Miami, FL

6d•Hybrid

About The Position

The International Patient Coordinator organizes and manages all necessary arrangements for international patients seeking medical care within the University Health System. The incumbent acts as a liaison between referral sources, patients, hospitals, and physicians who contact UHealth International for assistance with healthcare needs. Additionally, this employee works independently to ensure that medical services are coordinated in a timely, accurate, and courteous manner according to established guidelines. 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 various facilities, example UTower, Lennar, etc. 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.

Requirements

Associate’s Degree in related field
Minimum 1 year of relevant work experience
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.

Nice To Haves

Training to understand the various care coordination areas and specific process flows they will be covering.

Responsibilities

Manages the full cycle of medical services for international patients, ensuring all needs of the patients and families are met throughout their visit.
Troubleshoots problems expeditiously and 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, and follows-up with patients and non-contracted payers to collect additional funds.
Develops and maintains strong professional relationships with doctors, referral sources, staff, patients, and families.
Resolves transportation problems and lodging for internationals patients transferring to or seeking services at UM facilities.
Serves as on-call, after-hours contact to provide UHealth International patients assistance with the coordination of medical care outside of regular business hours.
Adheres to University and unit-level policies and procedures and safeguards University assets.
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 various facilities, example UTower, Lennar, etc.
Remain flexible with work assignments and coverage areas.
Review insured patient financial responsibilities with patients/families.
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.
Review patient financial responsibilities with patients/families for uninsured self-pay patients and prepare accurate cost estimates and/or bundle self-pay packages.
Provide required documentation to internal departments and Finance Teams in a timely manner.
Review patient financial responsibilities with patients/families for embassy or government sponsored patients.
Confirm covered services and obtain letters of guarantee from said entities.
Work with the UM Cashiers to collect for self-pay and patient financial responsibilities, 3-5 days, prior to services being rendered.