Naples Comprehensive Health (NCH)
Naples Comprehensive Health (NCH)
ABOUT NCH
NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.
NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.
Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH – for you and every person we serve together. Visit nchjobs.org to learn more.
JOB SUMMARY
The Diplomat Relations Associate works under the direction of the Executive Director and is responsible for executing high-level customer service to Medical Diplomats Council donors when they seek services at the NCH Comprehensive Health without creating a two-tier healthcare structure. Responsible for coordinating care across providers and departments to ensure timely, efficient, and patient-centered service delivery. Access to PHI is required to support clinical communication, care planning, and continuity of care.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Other duties may be assigned.
· Executes timely and superior patient experience service to members of the Medical Diplomats Council.
· Ensures patient satisfaction and fulfillment of needs on an individual basis.
· Provides guidance and consultation, adapts, and implements improved patient and care coordination processes on a case-by-case basis. Uses personal judgement and initiative to develop effective and constructive solutions to optimize the overall donor-patient experience.
· Carries on-call pager (or other electronic notification device) on a pre-determined schedule with other CFP per diem staff members to provide 24/7/365 access to healthcare assistance for members of the Medical Diplomats Council.
· Coverage for the per diem position will consist of “off hours” schedule, including all nights, weekends and holidays.
· Responsible for responding by phone to a request for assistance immediately upon receipt of the request, and no later than 10 minutes from initial donor contact.
· Responsible for responding in person to a request for assistance immediately upon receipt of the request, and no later than 60 minutes from initial donor contact.
· In-person, on-site assistance provided at Diplomat’s request and will customarily follow a request for assistance within NCH Emergency Departments.
· In-person hospital visits when Diplomats are admitted as in-patient, at least once daily and per request.
· Assists with education of Hospital Staff in Emergency Departments, Admitting, Nursing and other related areas, regarding the functionality of the Medical Diplomats Council and reassures a non-two-tier system.
· Actively cultivates strong working relationships with NCH Hospital Staff and Physicians for the continuous success of the program.
· Acts as one of the primary contacts for members of Medical Diplomats Council to NCH Center for Philanthropy and NCH Healthcare System by answering and returning telephone calls, pages, and voice mails. Provides a high level of service and attention in person (at the hospital or other NCH facility or partner facility) and via telephone on case-by-case basis. Responds in person, whenever possible, to assist members of Medical Diplomats Council when they present to Emergency Department, Admitting or other area of NCH, as needed, to answer questions and help navigate the healthcare system.
· Provides a wide variety of healthcare related information and assistance to Medical Diplomats Council members as requested, such as assistance with emergency room visits, hospital room assignments, planned procedures, surgeries, physician referrals, appointment setting, urgent care coordination, medical record transfers, and healthcare coordination with other healthcare providers. Works closely with healthcare professionals to provide this assistance, both within NCH and other accredited organizations, to provide high quality service to top donors.
· Conducts daily patient visits throughout the hospital; rounding on donor-patients, VIPs, or friends of NCH, to develop, sustain and maintain relationships with NCH, and coordinates this activity with appropriate individuals of NCH Comprehensive Health, including nurse leadership and clinical care team.
· Handles patient information as needed and in full compliance with all HIPAA standards and regulations.
· Maintains up-to-date knowledge and expertise regarding NCH’s philanthropic needs.
· Understands and effectively uses donor base (i.e. Raisers’ Edge) for donor information, retrieval, and reporting. Appropriately records interactions with Medical Diplomats and prospects in Raiser’s Edge.
· Responds and seeks to resolve issues identified by patients and family members.
· Responsible for Data Entry into donor database system.
· Attends Center for Philanthropy events specifically tailored for Medical Diplomats Council members as requested.
· Demonstrates positive and effective interpersonal skills through verbal and nonverbal communication with patients, families, peers, supervisors and physicians.
· Demonstrates effective allocation of time resources.
· Meets and exceeds the expectations of patients and all other customers we serve.
· Reviewing medical records and patient charts to assess care needs
· Communicating with healthcare providers regarding patient status, discharge planning, and follow ups
· Collaborate with patients and the care team or providers to accommodate any special needs the patient may have
· Serve as liaison between patient and care team as necessary
· Assist patient in coordinating care throughout NCH
· Accompany patient to medical appointments as needed/necessary
· Assist patient in connecting with supportive care services
· Provide navigation for patient by addressing any logistical barriers, scheduling complications, etc., that would prevent a patient from showing up at their appointment
· Ensure appropriate discharge information provided post-visit is understood by the patient
· Follow-up with patients post-visit
· Various administrative tasks as assigned.
· Per Diem pager coverage will be as follows (subject to change as needed):
o Monday 5pm to 8am Tuesday (15 hours)
o Tuesday 5pm to 8am Wednesday (15 hours)
o Wednesday 5pm to 8am Thursday (15 hours)
o Thursday 5pm to 8am Friday (15 hours)
o Friday 5pm to 8am Monday (63 hours)
· Access to PHI:
o Access to protected health information (PHI) is granted solely for purposes of clinical care coordination. No PHI is used for fundraising, prospecting, or donor engagement decisions, in accordance with HIPAA regulations and organizational policies.
o This role requires a high degree of discretion and professionalism when working with individuals who have a philanthropic relationship with the organization. Staff must navigate interactions with respect, avoiding assumptions or use of clinical insight for fundraising purposes.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· Minimum of High School/GED required; Associate degree preferred.
· Minimum of 6 months of experience in having exercised tact and judgement in a customer service role.
· Required HIPAA and confidentiality training
· Understanding of patient privacy and compliance
· Familiarity with the Association for Healthcare Philanthropy (AHP) guidelines preferred
· Superior communication and interpersonal skills required.
· Basic computer knowledge: ability to operate a PC, create/save/print documents, input data.