International Pat Liaison PRN Chinese
Job Ref # 32707
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Location: International
Category: Professional

Work Shift: DAY

Work Week: M - F


Job Summary

POSITION SUMMARY

Oversees and coordinates the entire International Patient experience at Houston Methodist from point of entry to point of exit.

PATIENT AGE GROUP SERVED

Describe the age group of primary customers/patients served if applicable to this position.

 

þ Not applicable                                             € School Age (6-12 years)

€ Neonate (Birth to 28 days)                          € Adolescence (12-18 years)

€ Infants/Toddlers (29 days to 18 months)     € Young Adult (19-40 Years)

€ Toddler (18 months to 3 years)                   € Middle Adult (40-65 Years)

€ Preschooler (3-6 years)                               € Mature Adult (65 years and older)

ICARE VALUES

System and department specific ICARE values

 

INTEGRITY: We are honest and ethical in all we say and do.

COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.

ACCOUNTABILITY: We hold ourselves accountable for all our actions.

RESPECT: We treat every individual as a person of worth, dignity, and value.

EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

 

JOB RESPONSIBILITIES

Duties and Responsibilities are cross-referenced to the hospital’s Pillars of Excellence and will be transferred to Performance Evaluation. Please include % breakout of tasks/essential functions.

 

PEOPLE (40%)

  1. Provides interpretation services for Chinese speaking patients throughout the hospital and physicians’ offices (EF).
  2. Oversees and coordinates the entire Chinese patient experience at HMH from point of entry to point of exit (EF).
  3. Demonstrates the components of the ICARE values statement (EF).

     

    FINANCE (5%)

  1. Provides appropriate documentation/tracking system for each Chinese patient (EF).
  2. Assists with Chinese patient’s registration/financial issues (EF).

     

    QUALITY/SAFETY (10%)

  1. Provides appropriate and accurate documentation/tracking system for each Chinese patient (EF).
  2. Maintains knowledge of community services and resources available to Chinese patients.
  3. Demonstrates all safety rules while on job. Reports accidents promptly and corrects minor safety hazards.

     

    SERVICE (40%)

  1. Complies with HMH’s patient experience service standards (EF).
  2. Coordinates pre-arrival activities for Chinese patients including, but not limited to: appointment letter for visa purposes, medical records, clinical/non-clinical appointments, hotel accommodations, transportation and funeral arrangements, and airport assistance (EF).
  3. Coordinates entire visit of Chinese patients at HMH including, but not limited to: interpreting for physicians and ancillary testing, procedures, daily inpatient visits, and obtaining medical reports (EF).
  4. Escorts Chinese patients to their appointments/services. (EF).
  5. Schedules follow up appointments as needed. (EF).
  6. Provides cultural orientation to patients and staff to facilitate care and service recovery and to enhance patient experience (EF).
  7. Coordinates meetings with Department Manager to address patient issues (EF).
  8. Interacts and assists dignitaries and identified VIP’s and provides high standard of services along with appropriate security detail (EF).
  9. Explains policies procedure, or services to Chinese patients using medical or administrative knowledge (EF).
  10. Delivers culturally appropriate high-end concierge services (EF).
  11. Responds to Chinese patient’s email/text messages/calls timely. (EF).

     

    GROWTH/INNOVATION (5%)

  1. Leads special projects and committees as assigned by manager (EF).
  2. Promotes HMH International Services and physicians by continuously keeping up to date with HMH medical innovations, Centers of Excellence services and Offerings.

 

This position description is not intended to be all inclusive, and the employee will also perform other reasonably related business duties as assigned by the immediate supervisor and other management as required. The Methodist Hospital reserves the right to revise or change job duties and responsibilities as the need arises.

 

EDUCATION REQUIREMENTS

Bachelor’s Degree in Business, Healthcare or related field.

EXPERIENCE REQUIREMENTS

  1. 3-5 years in a healthcare setting, preferably in an international environment.
  2. Minimum of 3 years in a customer service focused environment.

 

CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED

None

 

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

  1. Advance proficiency in oral and written English and at least one foreign language.
  2. Through understanding of cultural variable and knowledge of protocol and customs.
  3. Knowledge of medical terminology and hospital operations preferred.
  4. Effective interpersonal, organizational, and analytical skills, and a flexibility to handle multiple tasks and changing priorities in a dynamic setting.

Equal Employment Opportunity

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of  race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law.

VEVRAA Federal Contractor – priority referral Protected Veterans requested.



Company Profile

With its clinical excellence, compassionate care and world-class physicians, every year Houston Methodist and its physicians treat more than 7,200 international patients from more than 90 countries. In addition to international patient care, Houston Methodist Global Health Care Services’ consulting and education divisions provide advisory services and training and development to health care organizations around the world.

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