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Role Description

We are seeking a highly motivated and customer-focused International Clinical Coordinator Specialist to assist our international individual customers in the United States. This role is critical in ensuring seamless access to healthcare services, guiding members toward appropriate clinical resources, and addressing affordability concerns. The ideal candidate will possess strong clinical acumen, excellent problem-solving skills, and the ability to navigate complex healthcare systems. This position requires fluency in English and one additional language to effectively support our diverse customer base.

Key Responsibilities

• Customer Support & Clinical Navigation
  • Serve as the primary point of contact for international customers in the US, assisting them with clinical inquiries and healthcare navigation.
  • Guide customers to the most suitable healthcare facilities and providers based on their medical needs.
  • Support members in understanding their benefits, available services, and access to care.
• Affordability & Access Support
  • Assist customers in identifying cost-effective care solutions and alternative treatment options.
  • Provide education on available financial assistance programs, provider networks, and payment structures.
  • Work closely with internal teams to resolve billing and coverage-related concerns.
• Coordination & Case Management
  • Collaborate with healthcare providers, other case managers, and internal teams to facilitate seamless care experiences.
  • Ensure timely follow-ups with members to address ongoing healthcare needs and concerns.
  • Maintain accurate and confidential records of customer interactions and resolutions.
• Communication & Multilingual Support
  • Provide culturally competent and linguistically appropriate support to international customers.
  • Act as a liaison between customers, providers, and internal stakeholders to ensure clear and effective communication.
• Continuous Improvement & Compliance
  • Identify trends in customer needs and recommend process improvements.
  • Stay updated on US healthcare regulations, international insurance policies, and emerging industry best practices.
  • Ensure compliance with all applicable laws, company policies, and confidentiality requirements.

Qualifications

• Education: Associate's degree or equivalent required; Bachelor’s degree in Nursing, Healthcare Administration, Social Work, or a related field preferred.
• Experience: Minimum of 5 years in a healthcare, case management, customer service, or patient advocacy role. Previous experience working with international patients/customers is a plus.
• Languages: Fluency in English and one additional language (e.g., Spanish, French, Portuguese, Arabic, etc.).

Requirements

• Strong knowledge of the US healthcare system, including provider networks and cost structures.
• Excellent problem-solving and critical-thinking abilities.
• Exceptional verbal and written communication skills.
• Empathy, cultural awareness, and the ability to handle sensitive situations with discretion.
• Proficiency in Microsoft Office and CRM systems.

Benefits

• Opportunity to make a meaningful impact by improving healthcare access for international customers.
• Collaborative and dynamic work environment within a global organization.
• Comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs.
• 401(k), company paid life insurance, tuition reimbursement.
• A minimum of 18 days of paid time off per year and paid holidays.