Health System Navigator

VITAS Healthcare•Sacramento, CA

1d•Onsite

About The Position

Responsible for developing and maintaining relationships with contacts within assigned health system(s) and the patients & families, aligning with VITAS core mission and values. The role involves applying a consultative approach to educate medical professionals, patients, and families about hospice services, providing end-of-life care solutions to improve timely access to care. The Navigator is expected to become a subject matter expert on Medicare Hospice Benefit, VITAS service offerings, disease-specific clinical criteria, and evidence-based medicine. This position also entails care coordination and communication with health system members, the VITAS team, and other community/post-acute entities regarding patient status, including referral and discharge processes, and managing hospital readmissions/hospice revocations. The role supports patients, families, and admission nurses through the admission process and assists accounts, patients, and families who readmit to the hospital/ER (VITAS revocations) by coordinating care with the VITAS team. The Navigator will use judgment to create, develop, and sustain consultative relationships in assigned accounts and potential referral sources, making effective customer contacts and exhibiting excellent customer service. They will resolve customer feedback, investigate development opportunities, develop solutions, prepare reports, and collaborate on resolutions with program management. The role requires leveraging provided resources and CRM for success, daily use of CRM to capture account needs and facilitate communication, and utilizing educational tools as visual aids. The Navigator must apply training and leverage tools with a strong sense of urgency, maintain professional and technical knowledge, and proactively apply coaching feedback. Collaboration with various VITAS team members is essential, as is timely completion of administrative duties and effective communication.

Requirements

Minimum three years of experience in direct customer service or healthcare industry
Excellent presentation, negotiation and relationship-building skills
Participate in competitive team environment that involved individual accountably and teamwork
Able to demonstrate examples on critical thinking and create solutions
Strong customer service, sense of urgency and problem solving skills
Time management and organizational skills
Ability to collaborate with a team to support territory, to build relationships, and educate to generate access to hospice care by building long term business partnerships
Strong interpersonal skills within all levels of an organization
Excellent oral and written communication skill
Ability to work outside of normal business hours (8-5), evenings and weekends as needed
Ability to learn and apply a CRM tool and proficiency in Outlook, Word, Excel—PowerPoint, iOS devices
Ability to develop clinical knowledge base to support effective care transitions to VITAS for hospice eligible patients
Integrity and patient/ customer focus: ethical, moral conduct, customer services
Reliable transportation
High school Diploma required or equivalent

Nice To Haves

Past military service a plus
Experience with volunteer organization a plus
Evidence of exceeding goals or expectations with a project or previous job
Associate or bachelor’s degree preferred

Responsibilities

Developing and maintaining relationships with the contacts within assigned health system(s) and the patients & families within that align with VITAS core mission and values.
Applying a consultative approach to educate medical professionals and patients and families about hospice services; meeting customer, patient & family needs by providing end of life care solutions to improve timely access to care.
Becoming a subject matter expert on Medicare Hospice Benefit, VITAS service offerings, disease specific clinical criteria and evidence based medicine.
Care coordination and communication to members of the assigned health system, VITAS team, and other community / post-acute entities regarding patient status including referral process, discharge process, and hospital readmissions/ hospice revocations.
Participating in the information gathering and support of patients, families and admission nurse through the admission process.
Supporting account, patients & families who readmit to the hospital/ER (VITAS revocations) by care coordinating with VITAS team.
Utilizing direction and judgement in determining an approach to create, develop and sustain a consultative relationship in assigned accounts and other potential referral sources, by making effective customer contacts and exhibiting excellent customer service skills.
Resolving customer feedback by investigating opportunities for development, developing solutions, preparing reports, and collaborates on resolutions with program management.
Leveraging provided resources and CRM (customer relationship management) as a vehicle for success.
Daily use of CRM tool in order to capture needs of the account and necessary information for effective communication with other VITAS team members.
Leveraging educational tools on provided devices as customer visual aids and learning tools to grow knowledge.
Applying training and leverage tools and resources when executing strategies with customers with a strong sense of urgency.
Maintaining professional and technical knowledge by reviewing professional publications, establishing personal networks and remaining current with changes in healthcare field in order to understand customer industry.
Open to and proactively applying coaching feedback from direct manager with the intentions on improvement of various skillsets.
Working cohesively and leveraging opportunities with VITAS team members: VITAS Admissions Team, VITAS Sales Team, VITAS Medical Director & Team Physicians, Team Managers and overlapping team disciplines, PCAs, Sr. Leadership.
Attending team meeting at least two times per quarter.
Timely completion of administrative duties: expense reports, payroll entry, other administrative actions by required times.
Effective in professional verbal, written, and electronic communication.
Perform related duties as required.