Global Patient Services Supervisor

Company Overview

Shriners Children’s is a family that respects, supports, and values each other. We are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience defines us as leaders in pediatric specialty care for our children and their families.

Job Overview

Shriners Children's is the premier pediatric burn, orthopaedic, spinal cord injury, cleft lip and palate, and pediatric subspecialties medical center. We have an opportunity for a Global Patient Services Supervisor reporting into our Corporate Headquarters location.

The Global Patient Services Supervisor is responsible for overseeing the Global Patient Services program for a defined region of the world with a team of Global Patient Services Coordinators and Specialists. The Supervisor will serve as Leader on Call for the international acute burn/injury program, covering 24/7 shifts and holding responsibility for the program while Leader on Call. The Supervisor will take a lead role in coordinating the evaluation and acceptance process for high priority international patients. As Supervisor for a defined region, s/he will create and implement country-specific processes and documentation to comply with local countries’ fraternal, social, and regulatory environments.

Furthering the Shriners Children's international mission and congruent with the Shriners Children's vision for growth and development, the Supervisor will support efficient international patient program processes across the Shriners Children's system and within the fraternity.

This position may require domestic and international travel estimated at 5% to 10% (approximately 1-2 trips per year).

Responsibilities

Responsibilities:

• Oversees the internal referral management process for a specified geographic region, supervising a team of Global Patient Services Coordinators and Supervisors. Serves as the main point of contact for Global Patient Services Coordinators and Specialists to assign and prioritize international patient referrals, monitor case statuses, assess workloads, and support team members when facing challenges with referral coordination, including securing sponsorship.
• Serves as Leader on Call for Global Patient Services Coordinators’ managing acute burn and spinal cord injury international patient referrals, evaluations, acceptances, and transportation. As Leader on Call, Supervisor is on duty 24/7 for alternating months, supporting Coordinators and directly managing cases during period of high referral volumes. Holds responsibility for medical transportation and financial considerations during Leader on Call periods.
• Oversees high priority patient referrals from the Supervisor’s assigned region, working closely with the department’s International Clinical Professional to ensure expeditious evaluation, acceptance and arrival of patients. Responsible for working with Coordinators, Specialists and Contact Center Representatives in preparing patient files and other materials for outreach in international markets and territories. Takes the lead on preparing for outreach clinics in their assigned region.
• Refines processes and documents for each country in the Supervisor’s assigned region to ensure compliance with fraternal, regulatory, and social norms and requirements. Conducts training for temples, hospitals and new staff on international protocols
• Connects with, and builds upon, government relationships in embassies, consulates and US immigration authorities to facilitate the international patient acceptance process. Provides 1:1 coaching of team members, trains staff in new and existing processes, tools, and requirements. Co-leads weekly Global Patient Services team huddles to promote performance improvement and employee engagement.

Qualifications

Experience Required:

• 5 or more years of healthcare or other experience in a hospital, outpatient, or community organization setting required
• Experience coordinating access to care for international patients required
• Proficiency in a secondary language required (preferably Spanish)
• Familiarity with specialized pediatric orthopedic, burn, spinal cord injury, and cleft lip and palate care and pediatric health care required
• Experience working at a proficient level with MS Office required
• Experience working with CRM's and EMR's required
• Bachelor's Degree in a related field required

Experience Preferred:

• Proficiency in third or fourth foreign languages preferred
• Comprehensive understanding of international healthcare operations, cultural standards, customs, resources, relevant economic and political variables of international markets preferred
• Master's Degree in a related field preferred