Global Patient Experience Coordinator

Henry Ford Health; Detroit (MI); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Total Rewards program

Tuition assistance

Dental and vision coverage

Job summary

Henry Ford Health System in Detroit seeks an International/Executive Health Coordinator to manage inquiries and coordinate patient experiences across inpatient and outpatient care. The role connects patients and families with HFH physicians, pricing, medical records, and scheduling to ensure a smooth, high-quality journey.

You will liaise with families, administration, and clinical teams to deliver timely care, drive process improvements, and advocate for the patient’s needs in a fast-paced

Qualifications

• Minimum 3 years of progressively responsible healthcare experience with impact on operations or patient experience.
• Experience with EMR/EHR systems.
• Proficient with common computer applications and healthcare software.
• Experience with appointment scheduling and payments processing.
• Strong communication and customer service skills.

Responsibilities

• Coordinate international/executive health inquiries from initial request through care coordination.
• Serve as liaison among patients, families, HFH physicians, scheduling, pricing, and medical records.
• Provide exceptional patient experience and advocate for patients and families.
• Participate with leadership in process improvement and goal setting.
• Coordinate all concierge services for international/executive patients.

Skills

Interpersonal skills

Customer service

Communication skills

Problem solving

Organizational skills

Multitasking

Coordination across departments

EMR/EHR experience

Education

3+ years in healthcare operations/coordination

Tools

EMR/EHR software

Healthcare IT systems

Job description

Responsible for the correspondence and coordination for all international/executive health inquiries. Assist with the coordination of the entire international/executive health patient experience, including both inpatient and outpatient visits and procedures. This position will address and lead from the initial request for care and follow all care coordination for the patient. Coordinates with the patient/family, administration, Henry Ford Health (HFH) physicians, pricing department, medical records, scheduling departments, and others to ensure a seamless and satisfactory patient experience. Participates with department leadership in goal development and process improvements. Coordinates all concierge services required by international/executive health patients. Leads constructive lines of communication between all parties needed in caring for the international/executive health patient. Acts as a liaison between patients' family and clinical and non-clinical teams as well as all third parties. Acts as an advocate for the patient and family.

EDUCATION AND EXPERIENCE:

• Minimum 3 years of progressively responsible healthcare experience with demonstrated impact on operational efficiency, patient care/process improvement, or staff productivity
• Experience working with electronic medical record (EMR/EHR) systems
• Proficient with common computer applications, IT systems, and healthcare-related software
• Experience with appointment scheduling and payment collection processes
• Proven ability to prioritize, manage, and execute multiple tasks while meeting deadlines and established timelines
• Strong interpersonal and customer service skills with the ability to communicate effectively with internal and external customers
• Demonstrates professional, customer-friendly, and culturally appropriate communication and etiquette
• Strong verbal communication skills both in person and over the phone
• Ability to apply problem-solving and critical-thinking skills in fast-paced environments
• Strong organizational and multitasking abilities

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.