International Referral Specialist PRN
Job Ref # 45723
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Location:
Houston Methodist Global Health Care Services
6560 Fannin St.
Houston, TX 77030

Category: Professional

Job Type: PRN

Posted Date: March 15, 2019

Work Shift: DAY

Work Week: M - F


Job Summary

POSITION SUMMARY

Serves as the central point of contact for all incoming inquiries from international patients, physicians, and sponsors to assess medical and service needs, routes and handles requests appropriately, thereby enhancing the international reputation of Houston Methodist Hospital.

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. Serves as central point of contact for all incoming inquiries from international patients, physicians and sponsors to assess medical and service needs and route and handle requests appropriately (EF).
  2. Fosters relationships with physician offices, professional services and other hospital departments to ensure seamless coordination of patient appointments (EF).
  3. Demonstrates the components of the ICARE Values statement (EF).
  4. Executes protocols to obtain referrals within HMH (EF).

FINANCE (5%)

  1. Understands and recognizes legal and liability considerations of maintaining confidentiality and addressing situations of necessary information disclosure; including confidentiality and mandated reporting of information to include federal, state, organization] (EF).
  2. Refers patients to Finance when applicable (EF).

QUALITY/SAFETY (10%)

  1. Provides appropriate and accurate documentation/tracking for each international patient (EF).
  2. Ensures the integrity of Houston Methodist brand by providing quality service (EF).
  3. Demonstrates all safety rules while on the job. Reports accidents promptly and corrects minor safety hazards (EF).

SERVICE (40%)

  1. Complies with HMH’s patient experience service standards (EF).
  2. Demonstrates the components of the ICARE values statement and complies with Business Practices for performance (EF).
  3. Serves as back up support for International Patient Liaison by coordinating entire visit of International Patients at HMH including, but not limited to: Interpreting for physicians and ancillary testing, procedures, daily inpatients visits, and obtaining medical reports (EF).
  4. Manages multiple request including but not limited to: information, medical appointments, rescheduling, cancellations, etc. while delivering culturally appropriate high-end concierge services at all times (EF).
  5. Executes practices that meet or exceed customer expectations and a customer focused environment (EF).
  6. Support Patient Liaisons with appointment requests (EF).
  7. Air ambulance coordination (EF).

GROWTH/INNOVATION (5%)

Participates in special projects and committees as assigned by manager (EF).

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 required. 

 

EXPERIENCE REQUIREMENTS

3-5 years of experience in a hospital patient setting preferably within an international environment. 

 

CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED

None

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

 

1.     Proficiency in oral and written English and at least one foreign language Spanish or Arabic preferred.

2.     Good medical/clinical assessment skills and proficient in medical terminology.

3.         Comprehensive knowledge of physician referral protocol and hospital policies and procedures.

4.         Understands cultural diversity.

 

PHYSICAL REQUIREMENTS

Activity Checklist attached (see below)

 

WORKING ENVIRONMENT

Normal office 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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