Care Coord Penn Signature Svcs

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

About the role

The Care Coordinator in Penn Signature Services (PSS) provides the highest level of service for all prospective and current patients accessing Penn Medicine remote and in-person services supported by PSS programs (Penn Passport, Executive Health, Patient Facilitated Services, Penn Global Medicine, and The Pavilion at HUP). Serving as the primary point of contact and liaison, the Care Coordinator seamlessly and proactively coordinates service and medical care for high-profile, destination, or premium-paying patients, including those requiring interpreter services or special logistical arrangements.

The role involves coordinating communications with diverse stakeholders such as University Trustees, senior leaders, Development Officers, governments, insurance companies, and corporate or institutional partners. Care Coordinators ensure patients’ needs are met by identifying required information, connecting with appropriate Penn Medicine departments or physicians, and organizing the care process, which may include telehealth options or complex multi-department planning for destination patients.

Care Coordinators provide proactive check-ins, on-site support as needed, and 24/7 availability for patient assistance, including after-hours and on-site support. They maintain strict adherence to privacy and HIPAA standards, particularly for high-profile patients, and collaborate with specialized Financial Coordinators to address financial considerations for self-pay or government/non-contracted insurance patients.

Responsibilities

• Act as the primary liaison between the patient and all corporate and clinical departments throughout UPHS.
• Facilitate all non-clinical requests for the patient and/or caregiver(s).
• Identify the appropriate clinician and/or clinical department for clinical-related questions and ensure timely resolution.
• Collaborate with clinicians to ensure medical records are received and translated into English for case review.
• Assist with timely remote medical second opinions, coordinating logistics as the primary contact.
• Ensure appropriate communication and transfer of medical records to the patient’s referring physician upon discharge.
• Manage patient caseload, routinely communicating with internal/external stakeholders regarding patient status.
• Provide timely updates to key UPHS stakeholders from embassies, government officials, and patient representatives.
• Perform intake assessments for domestic and international patients, ensuring completion per PSS guidelines.
• Inform patients of departmental and UPHS policies, including HIPAA, insurance verification, referrals, authorizations, and point-of-service payments.
• Schedule and coordinate patient care appointments with all relevant parties, including internal/external staff, representatives, brokers, vendors, government agencies, and embassies.
• Meet patients prior to appointments to communicate expectations and facilitate navigation to appointments, including early mornings or weekends as needed.
• Provide follow-up regarding ongoing services to patients and caregivers throughout the care continuum.
• Evaluate and facilitate clinical appointment requests, both inpatient and outpatient, ensuring compliance with institutional guidelines.
• Arrange additional services at the discretion of senior management, such as durable medical equipment, third-party vendors, or pharmacy requests.
• Coordinate transportation, including air evacuation, commercial flights, or ad hoc arrangements.
• Arrange hotel accommodations or housing options for patients and families, including short-term and long-term lodging.
• Assist with the initial establishment of financial accounts for international patients.
• Maintain daily records of work activities, including call volume and progress notes per PSS standards.
• Document all activity in the PSS database platform (Salesforce or other specified software).
• Track sources of patient referrals, including referring physicians, country of origin, and contact information in Salesforce.
• Prepare reports, including patient dashboards, utilization of service reports, and patient placement decision reports.
• Communicate HIPAA-compliant information to the UPHS Development Office routinely.
• Facilitate continuous improvement in patient satisfaction and service quality, identifying and addressing service delivery issues.
• Participate in quality and process improvement initiatives and attend training sessions with PSS senior management or external vendors.
• Facilitate inquiries and requests regarding the PSS program, ensuring appropriate stakeholders are informed.
• Manage and coordinate resolution of PSS patient relation issues and non-clinical matters.
• Forward clinical inquiries to clinical staff; do not communicate clinical test results or diagnoses.
• Perform other duties as assigned to support the unit, department, entity, and health system.

Qualifications

• High School Diploma/GED and 3+ years of experience in a customer service/client interaction role required.
• Bachelor’s Degree in Healthcare or International Studies preferred.
• Bilingual skills preferred.

Benefits

We offer a comprehensive compensation and benefits program, including one of the finest prepaid tuition assistance programs in the region.