International Patient Services Intake Coordinator
Children »s Hospital of Philadelphia Posted on 2022-11-18
| Salary | Not mentioned |
|---|---|
| Location | Philadelphia, PA 19146 (Graduate Hospital area) |
| Type | Full-time |
Job Description
Location: LOC_ROBERTS-Roberts Ctr Pediatric Research
Req ID: 214620
Shift: Days
Employment Status: Regular – Full Time
Seeking Breakthrough Makers
Children’s Hospital of Philadelphia (CHOP)—named America’s 2022 Best Large Employer by Forbes—offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.
At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career.
CHOP’s Commitment to Diversity, Equity, and Inclusion
CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining diverse talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children.
We strongly encourage all candidates of diverse backgrounds and lived experiences to apply.
Job Summary
The Children’s Hospital of Philadelphia (CHOP) International Intake Coordinator serves as the initial contact for all new inquiries to the International Patient Services Department (IPS). The Intake Coordinator facilitates the process of access to excellent and timely pediatric health services for international patients and families. The Intake Coordinator is a front line ambassador representing CHOP and the IPS office to all referring families, physicians, embassies, governmental health authority’s, foundations and insurance companies. Culturally sensitive understanding/knowledge is required given the many unique countries referred to CHOP/IPS.
The Intake Coordinator assists families and referring parties with language appropriate navigation to the intake process and maintains effective communication until the process is complete. This role works closely with the clinical staff in IPS to determine urgency of care, clinical considerations for information needed for review of case, and an understanding of the process of medical review. This process will be clearly communicated with referring parties to assist in their progression through the intake process. Referring parties will have knowledge of what to expect from the IPS process with excellent customer service and responsiveness to all questions.
Job Responsibilities
- Responsible for receiving and processing new referrals to IPS from multiple sources. These referrals include self-pay, insurance and embassy.
- Serves as a front-line ambassador to the IPS Program and The Children’s Hospital of Philadelphia.
- Familiar with luminary/frontier programs at CHOP. Able to disseminate information to new referrals seeking treatment at CHOP. Follows closely
- Clear understanding of the IPS process of intake, clinical review, financial clearance, and setting treatment plan with appointments.
- Able to work independently as well as member of team with excellent communication skills, and highly organized. Able to triage prioritize and multi-task on a daily basis.
- Integral part member of the IPS team and works closely with access and clinical coordinators to evaluate/triage all incoming referrals.
- Strong understanding of the critical role this position plays in converting leads to opportunities to become patients at CHOP.
- Able to triage/identify urgent new referrals to achieve timely clinical review.
- Follows closely the standard office protocol on response time, turnaround time, and review of case standards in IPS Protocol.
- Comfort level with all cultural-international aspects of working with new referral customers and referral streams.
- Able to work closely with language services as needed depending on preferred language of referral.
- Able to consistently provide follow up on open leads/referrals, pending cases under review, and closing the loop on referrals not progressing to the opportunity stage.
- Works closely with IPS leadership to identify trends, sources of new referrals, and clearly communicating these leads in a timely manner.
- Assists in handling phone triage in IPS office along with access coordinators on a daily basis.
Required Education and Experience
Bachelor’s Degree, or at least two years of experience related to health care or services for children and families required.
Preferred Education, Experience & Cert/Lic
International life experience is preferred, or experience serving international clientele in a work environment.
Additional Technical Requirements
- Excellent Oral and Written Communications, with attention to detail
- Excellent telephone listening skills
- Excellent interpersonal skills and the ability to negotiate diplomatically
- Excellent Customer Service and Responsibility
- Proficient in secondary language is preferred
- Able to work with confidential information
- Medical terminology and understanding of types of medical reports and imaging
- Able to work effectively with all departments and all levels of CHOP professionals and with international families and their representatives
- High functioning and good skills with IS systems: Salesforce, Epic, LifeImage and Shared Drive
- Experience with database maintenance preferred
- Must be very organized and able to work independently
- Ability to coordinate and implement multiple tasks simultaneously
- Culturally appropriate behavior, which includes dignity and respect
To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, professionals working onsite—at any CHOP location, for any portion of time—must be vaccinated for COVID-19. Learn more.
CHOP also requires employees who work in patient care buildings to receive an annual influenza vaccine. Employees may request exemptions for valid religious and medical reasons. Start dates may be delayed until candidates are immunized or exemption requests are reviewed.
EEO / VEVRAA Federal Contractor | Tobacco Statement
Company description:
At Children »s Hospital of Philadelphia (CHOP), we help children grow and thrive — and we offer these same opportunities to the professionals who make up our team. CHOP is a unique work environment, with exceptional team members, supportive managers and state-of-the-art training. Our employees are all empowered to realize their well-defined goals, because we believe everyone makes a difference — it’s the very foundation on which our hospital is built. Since 1855, CHOP has been the birthplace of many dramatic firsts in pediatric medicine. As the nation »s first hospital devoted exclusively to caring for children, CHOP has fostered medical discoveries and innovations that have improved pediatric healthcare and saved the lives of countless children. Today, that same spirit of care and innovation continues. The hospital now employs more than 10,000 people in more than 50 locations across Pennsylvania and New Jersey.
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