International Patient Relations Specialist - Spanish

Participates actively as a member of the patient care team to support international patients undergoing care at Mayo Clinic Florida. Provides Mayo Clinic international patients with assistance in accessing clinical and non-clinical resources, services, amenities, and information within the medical center and the local community in support of their care. Responsible for effectively organizing, assembling and arranging resources to address patient requests and inquiries to include coordination and scheduling of appointments (clinical and non-clinical), accommodations, special needs, etc. Demonstrates strong problem-solving skills to ensure prompt and efficient issue resolution to achieve optimal patient experience and outcomes. Expected to work with other departments to investigate, resolve and respond to requests from International patients related to their care. In the case of embassy-sponsored patients, works to ensure that the care being received is consistent with the Letter of Guarantee from the Sponsoring Agents, assists in obtaining authorization of services as needed and communicates regularly with Sponsoring Agents regarding active patients’ status, etc. Interacts on a daily basis with the referring groups and international patients to ensure service expectations are appropriately set, and that operations are synchronized with relevant internal Mayo staff. Serves as communicator between patients, physicians and allied staff, interpreting conversations accurately and in accordance with published Standards of Practice and Codes of Ethics for Medical Interpreters Able to participate in other departmental projects as assigned. Must enjoy interacting with and serving a culturally diverse, international patient population and thrive in a rapidly changing, fast-paced environment.

This vacancy is not eligible for sponsorship, and we will not sponsor or transfer visas for this position.

EDUCATION : Bachelor's degree and three years of experience in communication, customer service, or healthcare OR Associates degree or other college certificate or diploma required with six years of experience in communication, customer service, or patient care required.  Fluency in English and the target language required.

EXPERIENCE :Must possess basic understanding of medical protocol and terminology. Must be a nationally certified interpreter in target language or obtain certification within 12 months from date of hire. 

JOB KNOWLEDGE: Requires strong written communication skills and interpersonal skills: including listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, problem solving, critical thinking and crisis intervention. Must be able to work independently, be goal directed and have strong organizational skills. Successfully handles multiple demands simultaneously. Demonstrates a friendly, positive attitude. Demonstrated successful collaboration and teamwork with colleagues within the work area and at all levels of an organization. Able to tolerate an ambiguous, fast-paced, demanding and constantly changing work environment. Must have knowledge of computer tools and ability to become proficient in their use. Must be proficient in Microsoft Office including Word and Outlook and have ability to become proficient in other computer tools and systems including EPIC electronic health record, and customer relationship management software as needed. May be required to work extended hours. Must be a nationally certified interpreter in target language or obtain certification within 12 months from date of hire.