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 Coordinator Referral for the Medical Diplomats Council (MDC) reports to the Director of Diplomat and Navigation Services and provides concierge-level service to support the unique needs of MDC members, VIPs, and other “friends of NCH,” ensuring seamless coordination of care and expedited scheduling within the NCH Comprehensive System. This role is critical for delivering an exceptional VIP experience, facilitating communication between the Medical Diplomat, NCH specialists, internal and external departments, and closing the loop with executives or MDC representatives to ensure satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Other duties may be assigned.
· Primary contact for all referral requests related to MDC members, ensuring timely and personalized attention.
· Schedule appointments and expedite referrals for MDC members, ensuring alignment with VIP scheduling protocols.
· Maintain open communication with MDC representatives or executives, providing updates on referral status and addressing any concerns.
· Monitor the care coordination process, collaborating with clinical navigators and specialty clinics to ensure a seamless patient experience.
· Capture and report patient satisfaction metrics to assess program effectiveness and identify improvement opportunities.
· Document referral activities and communications in compliance with HIPAA and organizational standards.
· Cross-trained with Coordinator Referral, Concierge access, to support concierge physician referrals as needed.
· Partner with the Director of Diplomat and Navigation Services to enhance MDC services and develop program strategies.
· Support and attend VIP-related events as needed to build relationships and promote the MDC program.
· Act as an ambassador for NCH’s VIP services, maintaining professionalism and discretion in all interactions.
· Provide superior customer service to all internal and external clients.
· Use personal judgment and initiative to develop effective solutions to accomplish care coordination goals.
· Respond immediately to requests for care coordination assistance by phone or fax.
· Cultivate strong working relationships with NCH scheduling and navigation teams to ensure program success.
· Serve as a primary contact for referral and scheduling coordination for MDC members, VIPs, and “friends of NCH,” providing high-level service and attention.
· Establish strong relationships with clinical scheduling teams to support referrals, care needs, and concierge provider services for MDC members and VIPs.
· Ensure HIPAA compliance in handling patient information.
· Use digital tracking systems (Marketware, Raiser’s Edge, Monday.com, Asana) for data retrieval and reporting.
· Identify and escalate issues to leadership based on patient and family member feedback.
· Exceed expectations of patients, concierge offices, and other stakeholders.
· Effectively allocate time resources to meet multiple tasks in a fast-paced environment.
· Solve problems and navigate sensitive issues with discretion, tact, and strong communication skills.
· Follow NCH policies and procedures on performance improvement, safety, and confidentiality.
· Build and maintain trusting relationships with NCH, concierge offices, and key stakeholders to ensure high levels of care, service, and access.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· Associate’s degree in healthcare administration, business, or a related field. Bachelor’s degree preferred.
· At least 2 years of experience in healthcare, customer service, or referral coordination, preferably in VIP or donor-centric environments.
· Strong understanding of medical terminology and healthcare workflows.
· Exceptional communication and interpersonal skills, with the ability to interact professionally with high-profile individuals.
· Excellent organizational skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
· Proficiency in Microsoft Office Suite and experience with electronic medical record (EMR) systems, particularly EPIC (preferred).
· Experience with task management platforms (e.g., Monday.com, Asana) preferred.
· Strong problem-solving skills and attention to detail.
· Diplomatic and collaborative, able to adjust communication style based on the environment
· Ability to sit for extended periods and perform repetitive tasks.
· Maintain professionalism and composure under pressure, demonstrating high levels of patience and discretion.
· Capacity to work collaboratively while taking initiative to resolve issues independently.
