Job Details

GENERAL SUMMARY

The Registered Nurse (RN) will serve as the clinical lead for international patients and their families seeking care at Henry Ford Health (HFH). This role involves coordinating care between HFH physicians and their teams, as well as facilitating communication between patients, families, and government officials.

Key responsibilities include:

• Coordinating all aspects of international patient care, including:

• Intake

• Medical record collection

• Physician coordination

• Scheduling

• Concierge services

• Meet-and-greet services

• Problem-solving

• Managing incoming calls and emails, including:

• After-hours support to meet departmental and patient/family needs

• Leading communication between:

• HFH

• Patients and families

• Embassy officials

• Providing timely responses and updates per department requirements

• Ensuring:

• Accurate cost estimates

• Financial clearance in accordance with department policy and protocol

• Collaborating with department coordinators to ensure:

• Timely patient registration

• Scheduling of appointments and procedures

• Reviewing international patient medical records daily and providing updates to:

• International team

• Relevant government entities

• Leading:

• Medical record collection

• Dissemination of records as requested

Travel requirements:

• Domestic and international travel may be required, including:

• Canada

• Middle East

• India

• China

• Africa

• Latin America

• Other regions

• Local travel expectations:

• Use of personal vehicle

• Mileage reimbursement per HF Health policy

• Flexibility required for:

• Weekend travel

• Holiday travel

  PRINCIPAL DUTIES AND RESPONSIBILITIES

The Registered Nurse (RN) will serve as a clinical liaison for international patients and government entities, working closely with Henry Ford Medical Group (HFMG) and HFH departments and providers.

Core responsibilities:

• Partnering with:

• U.S. embassy staff

• Foreign embassy staff

• To promote Henry Ford Health and facilitate international patient travel

• Coordinating care and treatment plans by:

• Working with HFH physicians

• Ensuring seamless clinical communication

• Maintaining continuity of care

• Collaborating with:

• Pricing

• Central Business Office

• To obtain accurate patient care estimates

• Supporting clinical processes, including:

• Collecting medical records and imaging

• Assisting in treatment plan development

• Guiding patients through care navigation across HFH facilities

• Leading and coordinating:

• Remote second-opinion consultations between international patients and HFH providers

• Demonstrating:

• Cultural sensitivity

• Awareness of international constraints

• Serving as:

• Clinical lead for IPS department coordinators

• Providing guidance, oversight, and support

Role requirements:

• High level of clinical expertise

• Frequent telephone engagement

• Advanced computer and technology proficiency

• Strong cultural awareness

Performance expectations:

• Ensure work is:

• Accurate

• Efficient

• Completed within established timelines

• Maintain:

• Patient-centered focus

• High level of professionalism

  CUSTOMER SERVICE EXPECTATIONS

Must meet or exceed core customer service responsibilities, standards, and behaviors as outlined in the HFHS Customer Service Policy:

• Communication

• Understanding

• Sensitivity

• Teamwork

• Ownership

• Motivation

• Excellence

• Respect

Additional expectations:

• Practice customer service skills through:

• Ongoing training

• In-services

  PERSONAL QUALITIES

• Self-directed

• Flexible and team-oriented

• Demonstrates:

• Teamwork

• Initiative

• Willingness to learn

• Open to new learning experiences

• Accepts and respects diversity without judgment

• Demonstrates strong customer service values

  PHYSICAL DEMANDS / WORKING CONDITIONS

• Work environment:

• Normal office setting

• Minimal exposure to noise, dust, or extreme temperatures

• Physical expectations:

• Travel to patient care locations

• Meet and greet patients and families

• Escort patients to and from appointments across the enterprise

• Additional requirements:

• Ability to travel internationally

  EDUCATION / EXPERIENCE REQUIRED

• Bachelor of Science in Nursing or related field

• Proficiency in Microsoft Office:

• Word

• Excel

• PowerPoint (preferred)

• Strong:

• Presentation skills

• Interpersonal skills

• Excellent:

• Clinical communication

• Written communication

• Verbal communication

• Must be:

• Self-starter

• Self-directed

• Highly organized

• Strong in interpersonal skills

• Bilingual fluency required:

• Arabic or Spanish (spoken and written)

  CERTIFICATIONS / LICENSURES REQUIRED

• Current Michigan RN licensure

• Valid:

• U.S. passport or

• Canadian passport

Additional Information

• Organization: Corporate Services

• Department: International Patient Services

• Shift: Day Job

• Union Code: Not Applicable

  Additional Details

  This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services - from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

Benefits

The health and overall well-being of our team members is our priority. That's why we offer support in the various components of our team's well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

 Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.