Patient Relations Associate

POSITION SUMMARY

Provides coordination and administrative support for all aspects of the patient experience from initial point of contact to post-operative follow-up. Responsible for facilitating a high level of patient experience for Paley Institute International, including but not limited to, building relationships with patients, problem solving in partnership with leadership, ensuring all medical information is available to patients and their families, coordinating with external providers, as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Coordinate all aspects of patient care including but not limited to:

Scheduling clinic appointments, surgeries, imaging studies and other internal and external providers as needed

Responding to patient inquires in a timely manner (within 24 hours) and updating shared documents accordingly

Working closely with the clinical, administrative and finance team to ensure patient receives all information necessary to proceed with treatment

Coordinating appropriate patient access to obtaining patient prescription orders and refills, assisting with durable medical equipment and prosthetics etc.

Serve as the patient family liaison during appointments, surgeries, and consultations, including services such as interpretation, coordinating transportation and providing information for local housing optionsAccurately collects and enters all necessary patient information including but not limited to:

Accurately collects and enters all necessary patient information including but not limited to:

Letters of medical necessity from medical providers

Insurance verification

Cost estimates from finance

Media consents

Coordinate information sharing with respective internal and external stakeholders

Support strategic institute initiatives to improve patient care including but not limited to research, patient education, relationship building, etc.

Other duties as assigned

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Qualifications:
KNOWLEDGE, SKILLS AND ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The list below is representative of the knowledge, skill and/or ability. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required:
Ability to develop and maintain strong professional relationships with patients, patient families and various stakeholders (e.g. physicians, staff, foundations, government entities, international Embassies)

Demonstrated empathy, inclusiveness and willingness to embrace all backgrounds, actively understand various cultural norms and adapt approaches

Demonstrated service-oriented mindset and clear virtual and in-person communications, particularly when handling sensitive patient situations

Ability to prioritize and manage time effectively as well as to adapt to changing circumstances and work effectively in unexpected situations

Ability to absorb and understand important verbal and nonverbal information from patients / patient family members and to ask further questions when necessary

Strong understanding and ability to articulate service offerings, including ability to respond and articulate different services for all patient inquiries

Ability to identify needs, determine alternative solutions, offer innovative solutions to improve patient relations processes and efficiently drive execution

Excellent written and verbal communication skills and ability to process and record detailed information effectively and consistently

Ability to communicate effectively with colleagues and leadership, work independently and effectively collaborate with others

Ability to maintain sensitive information in compliance with HIPAA and company policies

Ability to coordinate accommodations for language interpretation as needed

Preferred:
Experience with Salesforce

Knowledge of multiple electronic medical software

Bilingual (e.g. Arabic, Spanish, Russian, Polish)

Ability to provide language interpretation as needed

EDUCATION/EXPERIENCE

Required:
Bachelor’s degree, or equivalent combination of education and experience

Minimum of 3 years of experience in a healthcare customer service setting (e.g. medical office or facility front desk)

Preferred:
Knowledge of medical terminology

Familiarity with pediatric orthopedics healthcare services

JOB: Corporate

PRIMARY LOCATION: West Palm Beach, Florida

FACILITY: Paley Institute Global LLC

JOB TYPE: Full-Time

SHIFT TYPE: Days

Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.