Medical Travel Coordinator Job Description (Hospital/Clinic-Based)

Mercury Healthcare International, Inc.

Maria K Todd Consultant, Speaker, Author, Patient Advocate, www.twitter.com/@AskMariaTodd http://MariaTodd.com

Mercury Healthcare International, Inc. Job Description: Medical Travel Patient Coordinator (Clinic-based) Lately, several clients have indicated a desire to hire an internal patient coordinator for their medical tourism businesses. They complain that the external medical tourism facilitators do very little of what's necessary in the complex scheme of things surrounding the coordination of care and travel, but at the same time, expect huge commission payments just for leads and little additional value.

As a result, many have intentions to cancel the contracts with the facilitators and move to an internal coordinator supported by telephone answering for calls received after hours. Other clients express concern that the external facilitators don't set expectations, and fail to coordinate the entire destination experience from the moment that the aircraft wheels touch down until the patient passes through security and passport control at the airport to return home, and don't do much in the way of outcomes measurement and reporting back to the medical tourism provider.

My best recommendation is to hire an internal coordinator that protects your brand, your image and acts as a valuable team member. Your International Patient Coordinator can handle inquiries received via your website, the telephone, and can be supported by a live telephone answering service that answers the telephone with your clinic or hospital's name around the clock, seven days per week. They don't need any of the commercial certifications that are sold at events and conferences. They need solid skills and the right attitude. The skills required take far more than what can be delivered in these expensive "wallpaper certification courses" that deliver very little training and no demonstration of competency other than the ability to write a check.

The full time position can be cross-trained to assist with website updates, special promotions, meet with tourism and economic development officials, hoteliers, spas and resorts, tourism partners and more. What's more, you'll be providing a job in your community where every job provides positive economic impact and spending power which is something that your government authorities will appreciate and reward you with their support.

Here is a template for a job description for the role, responsibilities and qualifications.

I hope it helps you. If you have any questions, please call or write to me to discuss.

JOB RESPONSIBILITIES Answers inquiries from the Internet and telephone regarding our services, procedures and pricing Confers with physicians to confirm fitness for travel without extraordinary risk of harm or complication Arranges medical records transfer and communicates required pre-arrival diagnostic testing with the patient’s local physician, laboratory and imaging services Arranges travel reservations for flights

Schedules new and returning patient appointments for patients who reside outside the local area.

Organizes airport arrival and departure coordination, ground transfers to our facility and books hotel accommodation at our partner hotel and guest accommodations.

Serves as destination services coordinator while in our city.

Quotes fees and collects payments and deposits, issues receipts that may be formatted to enable the patient to claim from insurers or take as a tax deductible expense for self-paid, medically necessary care.

JOB DUTIES Orients and educates patients and their families by meeting them; explaining the role of the patient care coordinator; initiating the care plan; providing educational information in conjunction with direct care providers related to treatments, procedures, medications, and continuing care requirements.

Develops interdisciplinary care plan and other case management tools by participating in patient meetings; coordinating information and care requirements with other care providers; resolving issues that could affect smooth care progression; providing education to others regarding the case management process coordinates pre-discharge case management conference with the patient’s doctor back home before arrival; coordinates medical records transfer to hometown physician for follow up continuity of care.

Monitors continuity of care and clinical and patient satisfaction outcomes, tracks results and prepares reports for doctors in our clinic.

Makes patient rounds at the hotel each day after the patient’s procedure; provides customer service support (prescription pick up, monitoring and intervening to overcome deviations in the expected plan of care); reviewing the care plan with patients in conjunction with the direct care providers; interacting with involved providers and partners to expedite scheduling and completion of tests, procedures, and consults; confirming hotel bookings and inspecting the assigned room for appropriateness prior to arrival, arranging any in-room supplies or amenities prior to arrival, reporting any risks or performance issues to the attending clinician; maintaining ongoing communication with all concerned parties regarding variances from the care plan or transfer/discharge plan.

Evaluate outcomes of care with the interdisciplinary team by measuring intervention effectiveness with the team; implementing team recommendations.

Respect patients by recognizing their rights; maintaining confidentiality.

Maintain quality service by establishing and enforcing organization standards.

Maintain patient care database by entering new information as it becomes available; verifying findings and reports; backing up data.

Contribute to team effort by accomplishing related results as needed.

Remain on call and available at any time a patient is in town at our destination.

Check "hot spots" reports, travel advisories, weather anomalies, and other online intelligence resources to know what is being said about the destination with regard to the image of safety, security, vulnerabilities, and other actions that may upset or endanger travelers into the region. Be prepared to answer questions with the appropriate level response when patients and others inquire about local realities.

Liaise with embassies and foreign affairs officials to advise that citizens from their respective countries are present and confined as inpatients or at hotels in conjunction with a medical travel visit in the event a situation arises where embassies and officials may need to know the whereabouts of affected individuals - but done without revealing more than the minimum necessary information, upon the authorization of the patient.

Coordinate fam tours for referral partners, media and corporate buyers.

MEDICAL TRAVEL COORDINATOR SKILLS and PRIMARY QUALIFICATIONS Bilingual: Fluency in written, and conversational [languages] mandatory; additional languages a plus!

Persuasion ( A large percentage of this job is sales and brand management) Verbal Communication Health Promotion and Maintenance Patient Services Organizational and Institutional Knowledge (rarely is this role filled by an external candidate) Building Relationships Resolving Conflicts

Cultural Awareness and Sensitivity Logistics and Travel Coordination Scheduling, Teamwork, Regulatory Compliance, Medical Terminology, Knowledge of Anatomy, Physiology, Basic Knowledge of Medications we prescribe, lab and imaging procedures for pre-operative testing.

Critical Listening and Reading Comprehension Scheduling Teamwork and Team Building; Team Management Teamwork Regulatory Compliance Medical Terminology Knowledge of Anatomy and Physiology Basic Knowledge of Medications prescribed by chemical, brand and generic names Basic Knowledge of lab and imaging procedures for pre-operative testing

TRAINING We will train you so that you are familiar with the treatments and procedures we offer for international patients and can set expectations and our brand standards and service level.

Must be available to travel to industry events, training courses, and fam tours of competing destinations Must cross-train subordinates and lateral personnel (See one, Do one, Teach one)

Created By Maria K Todd - MariaTodd.com