Under the supervision of the Regional Administrator of International Operations, the Interpreting International Care Coordinator maintains an active role within the division to seamlessly coordinate the medical care for international patients referred to Johns Hopkins Medicine International. As a facilitator between international patients and the Johns Hopkins Medical Institutions, this role coordinates various aspects of patient care during the inpatient or outpatient stay by adequately assessing patient and family needs. Position demands a highly customer service oriented, knowledgeable and culturally sensitive professional to quickly and successfully manage requests from patients, physicians and clients, while maintaining hospital policies. Working to develop, manage and sustain strong relationships with a target customer base, which includes international patients, clients, physicians and other referral sources, and oversee the management of complex, high acuity, urgent and high profile referrals are primary responsibility of this position. Serving in a coaching capacity, the Interpreting International Care Coordinator II works closely with new and existing Interpreting International Care Coordinator I on an ongoing basis. Additionally, these responsibilities include ensuring all appropriate appointments, treatment, medications, equipment and general care, recommended by the treating clinical team, are in place. This position also serves as a medical interpreter for patients with limited English proficiency and may provide limited translation of documents such as educational materials, articles, and correspondence as requested. Position demands a highly engaged, self-motivated individual that requires little supervision and exemplifies excellent customer service in all encounters.
A. Education: o B.A. or B.S. required, Masters preferred (healthcare, marketing or similar).
B. Knowledge & Skills: o Highly proficient in verbal and written English and target foreign language(s) required (Spanish).
o In depth knowledge of cultural standards and customs of the international region from which their patients originate.
o General knowledge of hospital policies and procedures, and medical specialties/sub-specialties
o Advanced knowledge of medical terminology and anatomy required.
o General understanding of data entry preferred
o Excellent in-person, telephone, and written communication skills to interact with patients, families, members of the health care team and external clients/ referral sources
o Strong customer service skills, including conflict resolution and problem solving
o High level of interpersonal and organizational skills to coordinate care for international patients in delicate and stressful situations, and to facilitate requests for various work groups, such as healthcare providers, support staff, and referring sources.
o Ability to handle multiple tasks in a dynamic, fast-paced environment and work in a team environment.
o Ability to work within a multicultural environment and with a diverse customer base
o Proficient in MS Office and Windows
o Possesses integrity and accountability in actions and behaviors based on values consistent with the expectations of organizational culture
o Understands and fully complies with HIPPA standards and protects confidential patient information
C. Required Licensure, Certification, etc.: o Assessment
o Medical Terminology Certification
o National Certification of Healthcare Interpreters (CCHI)
D. Work Experience: o At least 1 year of experience as an interpreting international care coordinator level I or equivalent
o At least 2 years of customer service experience involving significant interaction with internal and external clients required
A. Budget Responsibility o Effectively uses resources within control
o Informs immediate supervisor of supply needs
B. Financial Responsibility o Works closely with regional administrators and leads to ensure that the region is in compliance with all financial policies and procedures.
o Responsible for directing patients through financial orientation process and ensuring up-front collection of estimated charges.
C. Customer Relationship: o Fosters relationships with patients, healthcare providers, support staff and referral sources.
o Exemplifies customer service and consistently leads team members by example.
D. Authority/Decision Making o Makes swift and appropriate judgments to resolve issues proactively. Diligently attempts to resolve issues or problems before escalating to the respective supervisor.
o Makes decisions based on established policies, procedures, and protocols and divisional standards in conjunction with supervisor
o Identifies opportunities for process improvements and effectively communicates to supervisor.
E. Supervisory Responsibility: None.
PROBLEM SOLVING: oAbility to anticipate issues and prevent or minimize problems.
oDisplays accurate judgment to quickly and logically resolve conflicts or problematic situations utilizing a service excellence focus
oUses departmental policies, procedures and protocols to evaluate and determine the best alternative for the patient as it pertains to all aspects of care
oPerforms effectively despite sudden deadlines and changing priorities
oDemonstrates ability to think critically and analytically
INFORMATION MANAGEMENT: Strong computer skills
WORKING CONDITIONS: o Involves a great deal of patient and family contact
o Requires walking/travelling considerable distances throughout/between medical campuses and may involve sitting in patient waiting rooms for extended periods of time.
o Requires flexibility in work hours due to unpredictable patients’ needs.
o Potential health risks due to exposure to patients, but should be limited if standard safety and health precautions are followed.
o Works in a normal busy office environment where there are limited physical discomforts due to temperature, noise, dust and the like.
o Work may also include travel.
o Requires some night and weekend on-call coverage.
Johns Hopkins Medicine - 14 months ago