Address
Form of workMISSION STATEMENT
The mission of The University of Texas M. D. Anderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.
SUMMARY
The primary responsibility of the International Patient Assistant is to assist international new patients with M.D Anderson Cancer Center intake, orientation and patient care needs. The International Patient Assistant will also facilitate accurate, efficient and courteous access to services for international new patients. This includes but is not limited to: providing excellent customer service to patients and providers, communicating with referral sources, scheduling and registering new patients, verifying insurance information, securing authorizations, and advising patients of their financial responsibility. The International Patient Assistant works to support the organizational mission and create an exceptional customer experience by producing positive results in access and phone service measures. The International Patient Assistant staff also provides coaching and mentoring to Associate, Patient Access Representative staff, and assists with department-wide change initiatives.
The ideal candidate will be fluent in English and Mandarin Chinese.
JOB SPECIFIC COMPETENCIES
International Patient Liaison.
• Coordinates patient care services for International Patients.
• Liaisons with International Patients, referring physicians and embassies to obtain demographic and medical information for MDACC triage services.
• Communicates with medical director(s)/advanced clinical practitioner regarding acceptance of patients and patient problems.
• Demonstrates verbal fluency in two or more languages (English being one of the languages).
• Maintains current information and familiarity with MDACC policies and procedures.
• Informs patients and families of Houston accommodations; coordinates vehicle transportation, between airport and hospital/hotel.
• Assists International Patients with internal systems (including financial evaluation, insurance and billing).
Patient Access
• Consistently and accurately utilizes medical acceptance criteria to
screen and schedule appointments for new patients in a way to ensure optimal efficiency in clinic operations.
• Clearly and professionally communicates information during all patient communication. Follows established customer service guidelines and strives to meet all reasonable patient requests. Reliably routes patient to appropriate destination with warm transfer whenever possible.
• Supports successful implementation of department-wide new tools, support, and operational models to improve access to care and employee workflow.
• Completely and accurately captures and documents communications with payors, patients, and the treatment team. Captures information using established guidelines for each area while demonstrating appropriate task prioritization and urgency.
Registration
• Collects complete and accurate demographic and financial data during intake process to ensure appropriate financial screening of new patients and verifies data during new patient registration to ensure compliance with required forms and consents.
• Provides financial information to patients obtained during verification process by Financial Clearance staff, to include cost estimates, discounts, and patient financial assistance.
Oral and Written Communication
• Uses excellent oral communication and listening skills to communicate with patient, referral source, MDACC physician and MDACC clinical staff regarding barriers to access or financial clearance. Responds to voicemail and myChart messages within one business day and answers phone calls in a timely manner (within 3 rings).
• Clearly and professionally communicates information during all patient communication. Follows established customer service guidelines and strives to meet all reasonable patient requests. Reliably routes patient to appropriate destination with warm transfer whenever possible.
Other duties as assigned
Education
Required: Associate's degree.
Experience
Required: Four years of experience working with International Patients or customers. May substitute required education degree with additional years of equivalent experience on a one to one basis. Verbal fluency in two or more languages (English being one of the languages)
Must pass pre-employment skills test as required and administered by Human Resources.
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html
The mission of The University of Texas M. D. Anderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.
SUMMARY
The primary responsibility of the International Patient Assistant is to assist international new patients with M.D Anderson Cancer Center intake, orientation and patient care needs. The International Patient Assistant will also facilitate accurate, efficient and courteous access to services for international new patients. This includes but is not limited to: providing excellent customer service to patients and providers, communicating with referral sources, scheduling and registering new patients, verifying insurance information, securing authorizations, and advising patients of their financial responsibility. The International Patient Assistant works to support the organizational mission and create an exceptional customer experience by producing positive results in access and phone service measures. The International Patient Assistant staff also provides coaching and mentoring to Associate, Patient Access Representative staff, and assists with department-wide change initiatives.
The ideal candidate will be fluent in English and Mandarin Chinese.
JOB SPECIFIC COMPETENCIES
International Patient Liaison.
• Coordinates patient care services for International Patients.
• Liaisons with International Patients, referring physicians and embassies to obtain demographic and medical information for MDACC triage services.
• Communicates with medical director(s)/advanced clinical practitioner regarding acceptance of patients and patient problems.
• Demonstrates verbal fluency in two or more languages (English being one of the languages).
• Maintains current information and familiarity with MDACC policies and procedures.
• Informs patients and families of Houston accommodations; coordinates vehicle transportation, between airport and hospital/hotel.
• Assists International Patients with internal systems (including financial evaluation, insurance and billing).
Patient Access
• Consistently and accurately utilizes medical acceptance criteria to
screen and schedule appointments for new patients in a way to ensure optimal efficiency in clinic operations.
• Clearly and professionally communicates information during all patient communication. Follows established customer service guidelines and strives to meet all reasonable patient requests. Reliably routes patient to appropriate destination with warm transfer whenever possible.
• Supports successful implementation of department-wide new tools, support, and operational models to improve access to care and employee workflow.
• Completely and accurately captures and documents communications with payors, patients, and the treatment team. Captures information using established guidelines for each area while demonstrating appropriate task prioritization and urgency.
Registration
• Collects complete and accurate demographic and financial data during intake process to ensure appropriate financial screening of new patients and verifies data during new patient registration to ensure compliance with required forms and consents.
• Provides financial information to patients obtained during verification process by Financial Clearance staff, to include cost estimates, discounts, and patient financial assistance.
Oral and Written Communication
• Uses excellent oral communication and listening skills to communicate with patient, referral source, MDACC physician and MDACC clinical staff regarding barriers to access or financial clearance. Responds to voicemail and myChart messages within one business day and answers phone calls in a timely manner (within 3 rings).
• Clearly and professionally communicates information during all patient communication. Follows established customer service guidelines and strives to meet all reasonable patient requests. Reliably routes patient to appropriate destination with warm transfer whenever possible.
Other duties as assigned
Education
Required: Associate's degree.
Experience
Required: Four years of experience working with International Patients or customers. May substitute required education degree with additional years of equivalent experience on a one to one basis. Verbal fluency in two or more languages (English being one of the languages)
Must pass pre-employment skills test as required and administered by Human Resources.
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html
