International Advocacy Liaison

Overview

Baylor St. Luke’s Medical Center is an internationally recognized leader in research and clinical excellence that has given rise to breakthroughs in cardiovascular care neuroscience oncology transplantation and more. Our team’s efforts have led to the creation of many research programs and initiatives to develop advanced treatments found nowhere else in the world. In our commitment to advancing standards in an ever-evolving healthcare environment our new McNair Campus is designed around the human experience—modeled on evidence-based practices for the safety of patients visitors staff and physicians. The 27.5-acre campus represents the future of healthcare through a transformative alliance focused on leading-edge patient care research and education. Our strong alliance with Texas Heart® Institute and Baylor College of Medicine allows us to bring our patients a powerful network of care unlike any other. Our collaboration is focused on increasing access to care through a growing network of leading specialists and revolutionizing healthcare to save lives and improve the health of the communities we serve.

Responsibilities

Provides non‐clinical support, guidance, language interpretation, including patient teaching. As a patient advocate for hospital patients, patient's family members, and patients' designated representatives; coordinate, document, and investigate reported complaints and/or grievances; guide activities and communication that will achieve resolution to substantiate complaints. Ensure that communication, both verbal and written, is in compliance with all regulatory requirements. Set up patient/doctor appointments, referrals, air‐ambulance, patient care conferences, and visa issuance. Remedy problematic situations related to international patients and their families. Resolve crisis issues as they arise and assist with financial services when volume Requires additional interaction and vice versa, financial staff Assist with patient services when volume Requires additional interaction. Implement new protocols to systematically resolve current problems or needs. For Financial Services: possess extensive knowledge of Managed Care contracts, laws/regulations pertaining to governmental and non‐governmental carriers. Performs applicable account transactions, i.e. financial adjustments, balance transfers, and resequencing of insurance. Requires extensive analysis of international financial transactions and documentation related to patient billing accounts.

 

• REQUIRED:  Fluent in Spanish and English language

 

ESSENTIAL KEY JOB RESPONSIBILITIES
1. Provides guidance and leadership to staff in the implementation of existing and new departmental policies and procedures.

2. Creates an environment that encourages employee growth and development. Serve as a coach, mentor, team builder and facilitator.

3. Utilizes effective communication skills with physicians, insurance companies, patients and other hospital departments to prevent potential problems.

4. Collects and analyzes statistical data, identifies trends and Assists in the design of processes to improve the quality of services provided.

5. Keeps informed/abreast of all technological advances to ensure the most efficient patient flow.

6. Identifies accounts and determines when an account should be referred to management or prepare for placement to legal.

7. Initiates summary documents with recommendation to waive and/or adjust the patient bill when related to injury or the medical care provided.

8. Provides and promote excellent customer service, effecting change and/or process improvement wherever possible.

9. Serves as an interpreter for patients and/or family members when relating to medical condition.

10. Acts as an advocate for hospital patients, patients' family members, and patients designated representative by coordinating, documenting, and investigating reported complaints and/or grievances; guide activities and communication that will achieve resolution to substantiated complaints. Ensure that communication, both verbal and written, is in compliance with all regulatory requirements.

Qualifications

Education and Experience Required:

• Some College
• Three (3) years related experience
• Interpreting experience
• Fluent in Spanish and English language

 

Minimym Knowledge, Skills and Abilities:

• Fluent in Spanish and English language.
• Excellent communication relation skills for a broad audience from patients to physicians to external international audience.
• Knowledge of Regulatory Requirements

 

DISCLOSURE SUMMARY:

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Pay Range
$26.51 - $38.44 /hour