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Senior Patient Care Liaison Navigator

Administrative | San Francisco, CA | Full Time, Contract, and Temporary | From $40.00 to $40.00 per hour

Job Description

Senior Patient Care Liaison Navigator 88829320

A leading medical institution is seeking a Senior Patient Care Liaison Navigator. The successful candidate will provide efficient, personalized services to international patients in order to coordinate access to all institutional clinical services. The ideal candidate has prior experience in the healthcare field in a position involving considerable judgment and discretion. 

Senior Patient Care Liaison Navigator Pay and Benefits:

  • Hourly pay: $40/hr
  • Worksite: Leading medical institution (San Francisco, CA 94158) 
  • W2 Employment, Group Medical, Dental, Vision, Life, 401k, PSL
  • 40 hours/week, 2 Month Assignment

Senior Patient Care Liaison Navigator Responsibilities: 

  • Develop and implement procedures to provide efficient services which cross across the medical center or health system. Includes patient record review, physician referral, registration, transportation and housing. 
  • Research and develop systems and procedures to efficiently utilize all resources across the medical center or health system to meet program goals. (Meeting patient satisfaction standards, increased referrals, marketing, outreach and philanthropy).
  • Provide on-call 24/7 coverage for international patients during their visits to the Medical Center.
  • Manage the direction of the referral process with departments across the medical center or health system.
  • Establish appropriate services based on diagnostic information.
  • Consult with family members to discuss their needs, provide assistance with lodging, transportation, meals, and various aspects of daily life.
  • Establish database and provide reporting of referrals, marketing, and outreach metrics, etc.
  • Function as liaison for the patient and provide assistance with escalated issues regarding financial resources and arrangements. 
  • Ensure domestic and/or international patients financial arrangements meet applicable legal and compliance requirements.
  • Assist in the development of patient satisfaction goals, metrics, and programs.
  • Manage the direction of the referral process with clinical departments to determine appropriate service or physician based on diagnostic information provided by the patient. 
  • Ensure the correct and necessary medical records, films and reports, etc. are gathered for review by the physician or service.
  • Schedule consultations, second opinion appointments, ancillary services, and/or coordinate inpatient admissions. 
  • Provide cost estimates for hospital and professional fees and coordinate financial arrangements as required.
  • Arrange transportation and hotel accommodations. 
  • Provide on-site personalized escort services to the patients as requested and conduct daily visits, as needed.
  • Provide written documentation of the referral; responsible for gathering and sending reports, films, and lab results as requested by the patient.
  • Coordinate with department representatives and patient accounts management to provide cost estimates for hospital and professional fees; notifies the patient and secures full payment prior to services being rendered; monitors activity for all patients to ensure funds are collected along the care journey.
  • Work with financial liaison to reconcile accounts to ensure proper handling of financial transfers, and requests processing of any/all refunds in a timely manner.
  • Monitor patient accounts and collects additional payments, as needed.
  • Track metrics and ensures timely submission of pertinent patient data to ensure efficient handling of all accounts through an excellent patient tracking and patient satisfaction tool.
  • Initiate communications with Manager to identify prospective donors and provides continuous stewardship support in liaising with ongoing or return patients.
  • Manage international referrals while coordinating all aspects of patient referral; exhibits grace under pressure, diplomacy, kindness, and compassion to others while working under extreme deadlines, scheduling constraints and urgent clinical and/or personal needs.
  • Initiate utilization of every available resource to prioritize clinical as well as patient’s personal needs, primarily for the international services program participants and other departmental services as assigned.

Senior Patient Care Liaison Navigator Qualifications: 

  • 3+ years of experience in the healthcare field in a position involving considerable judgment and discretion.
  • Bachelor’s degree in a related area and/or equivalent experience/training.
  • Experience in an academic medical center.
  • Proficient in Microsoft Office.
  •  Thorough knowledge of medical center international services techniques and procedures.
  • Knowledge of concierge/ international services and relevant medical centers, and policies and processes.
  • Thorough knowledge of relevant patients' rights federal, state, and local laws and regulations to identify potential compliance risks, and clinical and operational implications.
  • Strong skills to resolve patients' issues. 
  • Ability to produce high-quality work and keep commitments. Productive in work volume, speed, quality, and consistency.
  • Strong teaching skills. 
  • Ability to break down complex concepts/policies for communicating effectively with a broad patient population.
  • Interpersonal skills to maintain professional relationships with peers, patients, multidisciplinary team members, and management. 
  • Develops trust, contributes skills that compliment others, and supports concierge services efforts.
  • Strong skills to evaluate issues and identify solutions both within and outside defined procedures and policies.
  • Proven ability to address problems and suggest solutions through a critical thinking process.
  • Ability to perform all commonly applicable functions in word processing and spreadsheet software.
  • Highly self-motivated, persistent, and dependable, and the ability to multi-task. 
  • Excellent attention to detail, follow through, accuracy, and information. Exceptional communication skills and ability to problem solve.
  • Fluent (spoken and written) in a second language (Mandarin- strongly preferred).