Constituent Relations Associate

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

• 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.
• Carrries 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.
• Responds by phone to a request for assistance immediately upon receipt of the request, and no later than 10 minutes from initial donor contact.
• Responds 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.
• Assists with patient education and information, 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.
• 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.
• Handles patient information as needed and in full compliance with all HIPAA standards and regulations.
• 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.
• Mets and exceeds the expectations of patients and all other customers we serve.
• Reviews medical records and patient charts to assess care needs.
• Communicates with healthcare providers regarding patient status, discharge planning, and follow-ups.
• Collaborates with patients and the care team or providers to accommodate any special needs the patient may have.
• Serves as liaison between patient and care team as necessary.
• Aid patient in coordinating care throughout NCH.
• Aid 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.
• Variety of administrative tasks as assigned.
• Per Diem pager coverage will be as follows (subject to change as needed):
  • Monday 5pm to 8am
  • Tuesday (15 hours)
  • Tuesday 5pm to 8am
  • Wednesday (15 hours)
  • Wednesday 5pm to 8am
  • Thursday (15 hours)
  • Thursday 5pm to 8am
  • Friday (15 hours)
  • Friday 5pm to 8am
  • Monday (63 hours)

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.