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