The International Case Coordinator in the BCH Global Services Department is responsible for comprehensive care coordination for an assigned international patient caseload. This role may include processing patient intake, facilitating new patient orientation, and serving as the primary point of contact for international patients and their families. The International Case Coordinator partners closely with the Global Medical Services Team (GMS) to develop plans of care and triage patients to the appropriate BCH specialties. The role is accountable for managing all aspects of the care coordination process, including patient financial responsibilities, and for guiding patients and families through the BCH experience from admission through completion of care, in accordance with institutional policies and procedures.

Principal Duties and Responsibilities

• Responsible for managing care coordination and may involve managing intake for the international department patient population, including accurately capturing international patient registration.
• Collaborates with patient family , payor and International Financial Counselor (IFC) to ensure accurate coverage throughout the care episode.
• Supports efforts of the Patient Care Team in the development of the plan of care and supports obtaining payer approval. Expedites all clinical scheduling and follow-up on all referral requests according to approvals. Works with case management teams to ensure safe and timely delivery of medications, equipment and supplies to patients.

Works with:

• Commercial Payors: Obtaining CPT Codes from clinical team and sharing them with PFS to obtain the necessary approvals.
• Embassy Payors: Working with the GMS team to develop Plan of Care (before arrival) & Updated Treatment Plans (while in Boston). Working closely with the embassy advisors to update them about the ongoing treatment of their patients and make sure to obtain approvals for the necessary referrals from Arrival to Departure/Repatriation.
• Self-Pay Patient/Families: Working with clinical team to obtain a complete plan of care including all CPT Codes and sharing it with PFS so an estimate can be obtained and shared with the clinical team for final approval.
• Works with patient families to assess needs, answer questions, provide educational support.
• Utilizes EPIC, Teams, SharePoint, Microsoft 365, Outlook and other technology as defined, inter-department communications, and communications with Embassies and Payors system to optimize individual performance. Completes and maintains accurate and accessible electronic documentation as required by the department in accordance with hospital standards promptly.

Education Required
High School Diploma / GED. Bachelors Degree is preferred.

Work Experience Required
Minimum Two years of experience working in health care, customer or language services, hospitality.
Second language strongly preferred. International life experience and experience serving an international clientele in a work environment is preferred.