Job Description

International Health Department

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

Job Description

Are you looking to take the next steps in your career with Northwestern Medicine International Health?

Are you seeking for a meaningful position with the opportunity to work with international patients and serve as their healthcare coordinator?

If so, the International Coordinator opportunity may be the perfect fit for you! We are seeking a patient-focused professional with a medical interpreting or case management background to join our dynamic international health team! This is a key role within our international health team, with the opportunity to collaborate with medical advisors/government health authorities.

Our International Coordinators are regularly scheduled to work Monday through Friday, Day shift. There is also an on-call component, and corresponding on-call compensation, associated with this role. On-call responsibilities are rotated equitably amongst the International Coordinators supporting our embassy patients. The primary working location for this position is in the heart of downtown Chicago, Illinois, with flexibility for up to two remote days per week, upon completion of training/orientation.

Unfortunately, we are unable to sponsor employment visas for this particular opportunity at this time.

Want to learn more about Northwestern Medicine’s International Health Program? Please visit our websites:

The International Coordinator reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The International Coordinator provides a single point of contact for Northwestern Medicine international patients, families, referral sources and payers. The International Coordinator serves as an advocate of the patient, physician, health care provider, reimbursement source, and the health system. The coordinator will orient each patient to Northwestern and each facility, as well as identify any non-medical needs each patient may have. Ongoing collaboration is required with the physician, Social Worker, primary nurse care coordinator, home care coordinator, financial counselor and other members of the multidisciplinary team to individualize the treatment plan, identify barriers, decrease resource utilization, thus achieving appropriate patient outcomes as well as maximizing financial reimbursement.

Responsibilities:

• Act as a single point of contact for the patient, patient’s family and third party payer
• Operate as a patient advocate
• Collect a treatment plan from clinical team members 
• Gather additional approvals and estimates for add-on services 
• Responsible for coordinating the patient’s arrival to NM, translation services for all appointments, transportation to and from the airport, as well as between appointments; assist with short and long-term housing; assist with bank accounts and cell phones.
• Register, greet and escort patients to each of their appointments
• Expedite the coordination of appointments
• Ensure timely and efficient patient access and processes are followed.
• Provides excellent concierge services that address cultural nuances, language barriers, visa requests, orientation and family support.
• Gather medical records and any supporting medical documentation from the international patient to be shared with the clinical team for review, prior to accepting the patient
• Evaluate requests for inpatient, transfers and outpatient appointments in conjunction with registration, admitting, and hospitality services.
• Guarantee each LOA and LOG are collected from Embassies, prior to the scheduling of a sponsored patient’s appointment.
• Works closely with Financial Coordinator
• Reports to the International Practice Manager
• Manage relationship with each Medical Attaché and Embassy, informing each of the patient progress and ongoing needs in a timely manner.
• Secure pre-authorizations, embassy approvals and letters of compensability prior to admission.
• Collaborate with NMG to collect Self Pay agreements, Embassy estimates and single-case agreements with third parties.
• Determine proper scheduling requirements and/or limitations to ensure customer satisfaction, patient flow, and utilization of service areas.
• Facilitate communication between physicians, hospitality, finance and other healthcare entities.
• Collaborate with hospitality services to ensure optimal patient and family experience.
• Serve as a liaison to members of the finance, hospitality and clinical team concerning requirements and reimbursement expectations, in regards to patient scheduling, patient placement, and pre-admission testing activities.
• Comply with rules and regulations set forth by applicable embassy contacts.
• Manage the patient dashboard
• Act as the on call Coordinator who can be contacted for emergency situations on a rotating basis
• Evaluate issues, trends and barriers. Prepare reports related to utilization of services, patient placement decisions and recommend process improvements to Manager.
• Assist with creation and preparation of materials which are presented to clinicians and management, particularly power point presentations and printed materials.
• Support and lead initiatives of operational and strategic importance.
• Provide project coordination and oversight including planning, decision making and implementation for select projects.
• Perform other duties as assigned.

AA/EOE

#INDC

#LI-AD1

Qualifications

Required :

• Proficient Arabic Communicator including written and Verbal communications.
• Five (5) years of previous coordination and customer service experience.
• Bachelor’s degree.
• Exceptional customer service, time management, organizational skills and attention to detail.
• Strong communication skills in order to effectively interact with all departments of the organization and with all team members.

Preferred:

• Knowledge of healthcare financial and payer issues.
• Strong critical thinking and analytical skills.

Additional Information

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

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