COMMUNITY LIAISON

UHS•Spokane, WA

About The Position

The Access and Community Integration Coordinator implements the philosophy, policy, procedures, systems and strategic goals set forth by the Director of Business Development in order to achieve the goals and objectives of the business development department. This position integrates business development with the process of accessing inpatient/outpatient services, including but not limited to the referral and coordination of tele-assessment and tele-health services. Working in collaboration and coordination with the outpatient department, the incumbent will work as part of the Business Development team to optimize the referral and admission processes in the inpatient/outpatient call center. Demonstrating a high level of commitment to exemplary customer service and service to our referral sources, this position will incorporate tele-assessments and tele-health services into the call center workflow. He/she will identify barriers to access and/or admission, then build and implement solutions to overcome such barriers. This position will also be responsible for business development calls and referral generation as part of regular Community Liaison interactions with our referral sources on a daily basis. This position is a mixture of access coordination, process and systems management, referral generation, account management, customer service, problem resolution, and marketing.

Requirements

A Bachelor's Degree in a behavioral health area, marketing, business or equivalent combination of education and experience.
Minimum of two (2) years’ experience in health care business development/marketing environment with measurable results
Knowledge of psychiatric and chemical dependency treatment principles and behavioral health care delivery systems across Washington.
Experience using computers and software programs for marketing, record keeping and performance measurement purposes.
Experience with website marketing and social media for health care.
Experience working pro-actively with both internal and external customers to build solutions to service issues, concerns and problems.
Experience building long-term professional relationships in the behavioral health community that focus on customer satisfaction.
Must have a valid driver’s license and clean driving record.

Nice To Haves

Experience with Customer-Oriented Selling techniques and practices a plus.

Responsibilities

Incorporate tele-assessments into call center workflow.
Identify barriers to making referrals and/or gaining access to services.
Track and trend conversion rate and turn-around time for admissions process (Business Development analytics).
Refine and/or revise current reporting systems.
Educate community and referral sources on Inland Northwest Behavioral Health’s family of services, focusing on the continuum of care, outpatient services and tele-health services.
Coordinate social media that focuses on clinical aspects of outpatient tele-health services, including website revision and enhancement.
Assist referral sources with tele-health process implementation.
Foster the team concept across departments and among colleagues in all projects and endeavors.
Maintain current awareness of changes in the industry through self-education, peer education, and professional and community involvement for the betterment of this position and the hospital.
Develop an account management list to maintain current account information and update as required.
Continuing Education program administration, including maintaining CEU certifications and seeking out presenters and co-sponsors for CEU events and cross-promotional campaigns.
Develop new accounts and markets in the provider and referral source communities, including; employer EAPs, hospitals, county MH agencies, physicians/licensed practitioners and managed care market segments, and as directed by the Director of Business Development.
Develop a designated number of qualified business development contacts per week, which will achieve the overall business development goals and objectives.
Contact all primary accounts through personal visits, telephone calls, e-mail and letters/mailers on an ongoing basis, developing and encouraging a relationship of strong communication, mutual trust and customer service with all active accounts.
Participate in the evaluation and analysis of facility statistics and provide recommendations to overall business planning strategies as appropriate.
Attend scheduled department meetings to provide the Director with timely reports on month-end reviews, client servicing schedules, customer sales forms, and other reporting requirements.
Attend in-house planning and development committee meetings, as requested.
Adhere to facility, department, corporate, personnel and standard policies and procedures.
Attend all mandatory facility in-services and staff development activities as scheduled.
Adhere to facility standards concerning conduct, dress, attendance and punctuality.
Support facility-wide quality/performance improvement goals and objectives.
Maintain confidentiality of facility employees and patient information.