Job Description

POSITION SUMMARY:

Maintains an active role within the division to seamlessly coordinate the medical care for international patients. As a facilitator between international patients and JHACH, this role coordinates various aspects of patient care during the inpatient or outpatient stay by adequately assessing patient and family needs. The 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. Works to develop, manage and sustain strong relationships with a target customer base, which includes international patients, clients, physicians and other referral sources. Coordinating complex, high acuity, urgent and high-profile referrals is a primary responsibility of this position.

Full Time, 40 Hours Per Week

Location: St. Petersburg

KEY ACCOUNTABILITIES:

1. Serves as a medical interpreter for foreign-language and limited English proficiency patients. Translates documents such as educational materials, articles, and correspondence as requested.
2. Coordinates delivery of medical care for international and limited English proficiency patients according to departmental guidelines.
3. Coordinates patient appointments with clinical departments based upon patient requests and organizational access capabilities.
4. Liaison with international financial coordinator to ensure services are financially cleared prior to being rendered.
5. Coordinates with stakeholders (internal & external) to meet patient needs (scheduling, financial clearance, case management, home health etc.).
6. Provides concierge services to patients and their families. Assists with coordination of non-clinical requests which may include accommodations, air travel, local services and Ronald McDonald reservations.
7. Fosters relationships with patients, healthcare providers, support staff and referral sources.
8. Exemplifies customer service, serves as a brand ambassador and consistently leads team members by example.
9. Makes swift and appropriate judgments to resolve issues proactively. Diligently attempts to resolve issues or problems before escalating to the respective supervisor.
10. Makes decisions based on established policies, procedures, protocols and divisional standards in conjunction with supervisor.

QUALIFICATIONS:

• Bachelor’s Degree required
• Must speak Spanish fluently
• Advanced knowledge of medical terminology and anatomy required. Qualified Bilingual Staff (QBS) Interpreter Certification required through the successful completion of JH Medical Terminology modules and JH Professional Medical Interpreter Training
• Minimum 3 years experience in an equivalent role
• Highly proficient in verbal and written English and target foreign language(s) required (Spanish, Arabic, or French etc.). Ability to work within a multicultural environment and with a diverse customer base
• In depth knowledge of cultural standards and customs of the international region from which their patients originate
• General knowledge of hospital policies and procedures, and medical specialties/sub-specialties
• Excellent in-person, telephone, and written communication skills to interact with patients, families, members of the health care team and external clients/ referral sources
• Strong customer service skills, including conflict resolution and problem solving
• 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
• Proficient in MS Office

Salary Range: Minimum $27.44/hour - Maximum $​​​​43.91/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

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