Patient Relationship Manager – International Center (Bilingual English/Arabic speaking)

Overview:
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HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Patient Relationship Manager, International Center (Bilingual English/Arabic speaking)

OVERVIEW:
The International Center is dedicated to providing outstanding service to our International patient population. As part of this commitment, HSS seeks an Arabic-speaking Patient Relationship Manager to oversee the delivery of a comprehensive patient experience from the initial point of contact through discharge and follow-up, ensuring the optimal experience for patients.

The Patient Relationship Manager will be part of a team committed to the excellence of the patient experience and will play a vital role in the facilitation of services for Intnernational patients. The Patient Relationship Manager is the main point of contact for International patients throughout their journey at HSS, and acts as a liaison between the patient, physician offices, hospital departments, and embassies. Relationships with patients, their families, and embassies are to be managed with the utmost sensitivity to cultural and language needs. This position is instrumental in maintaining and developing strong relationships with the countries from which patients originate from. Together and with input from internal partners, the team will strive to continuously improve the patient experience, through innovative thinking, technology, and best-practices implementation. The Patient Relationship Manager will report to the Associate Director of Client Services.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
Manage end-to-end patient experiences to build lasting relationships with patients, families, and embassies.

Navigating patients to and from doctor consultations, hospital appointments, and surgical days, frequently providing interpretation during these appointments. Navigations require occasional early mornings and limited late evenings.

Works closely with HSS Finance team and various embassies to ensure proper coverage is provided for all patients; also ensures that embassy-sponsored patients are aware of what services they’re covered for.

Facilitates non-clinical service requests of International patients (i.e. transportation, interpreters, facilitation of additional clinical appointments, accommodations, etc.) as needed, and works with respective HSS departments to accommodate the requests.

Developing trusting and supportive relationships with all HSS staff.

Data and activitiy tracking using departmental CRM for all assigned patients; report and trend analysis.

Department phone management.

Performs other duties as assigned; cross-training and collaboration with other teams within Client Services and Hospitality.

This role does not work in a standard office environment. Patient Relationship Managers are frequently out of the office providing highly personalized assistance to patients, such as accompanying them to appointments or visiting those who have been admitted.

Be available to assigned patients and our team via phone after office hours as a source for patient management, 24/7/365.

Qualifications:
Fluent in speaking and writing Arabic (a must have); medical interpretation license preferred, though not required. If without medical interpretation license, it is to be obtained within first 90 days of employment.

Bachelor’s degree.

3-5 years in an advanced customer service setting, hospitality and/or healthcare.

Excellent time-management, organizational, and problem-solving skills in a fast-paced environment.

Detail-oriented, demonstrated ability to prioritize and multi-task requests.

Strong communication skills, with an emphasis on listening and interpreting body language required.

Pleasant and amicable character, strong interpersonal skills, and ability to develop relationships with every patient type.

Demonstrated cultural competence and ability to interface with a diverse, multi-cultural population.

Utmost respect for patient privacy and confidentiality (the successful candidate will comply with all HIPAA rules and regulations).

Proficiency in Microsoft Office applications and quick to learn hospital technologies.