Health System Navigator

About the position

Responsible for 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. Ability to apply 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. Responsible to become a subject matter expert on Medicare Hospice Benefit, VITAS service offerings, disease specific clinical criteria and evidence based medicine. Responsible for 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. Participates in the information gathering and support of patients, families and admission nurse through the admission process. Supports account, patients & families who readmit to the hospital/ER (VITAS revocations) by care coordinating with VITAS team. Utilize 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. Resolves customer feedback by investigating opportunities for development, developing solutions, preparing reports, and collaborates on resolutions with program management. Leverages 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. Leverages educational tools on provided devices as customer visual aids and learning tools to grow knowledge. Able to apply training and leverage tools and resources when executing strategies with customers with a strong sense of urgency. Maintains 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 applies coaching feedback from direct manager with the intentions on improvement of various skillsets. Works cohesively and leverages 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. Attends 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. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Responsibilities

• Develop and maintain relationships with contacts within assigned health system(s) and patients & families.
• Educate medical professionals and patients and families about hospice services.
• Provide end of life care solutions to improve timely access to care.
• Become a subject matter expert on Medicare Hospice Benefit and VITAS service offerings.
• Coordinate care and communicate with members of the assigned health system and VITAS team.
• Participate in the information gathering and support of patients and families during the admission process.
• Support accounts and families who readmit to the hospital/ER by coordinating care with the VITAS team.
• Create and sustain consultative relationships in assigned accounts.
• Resolve customer feedback and collaborate on solutions with program management.
• Utilize CRM tools to capture account needs and facilitate communication.
• Leverage educational tools as customer visual aids and learning tools.
• Maintain professional and technical knowledge in the healthcare field.
• Apply coaching feedback from direct manager for skill improvement.
• Work cohesively with VITAS team members and attend team meetings.
• Complete administrative duties in a timely manner.
• Communicate effectively in verbal, written, and electronic formats.

Requirements

• Minimum three years of experience in direct customer service or healthcare industry.
• Excellent presentation, negotiation, and relationship-building skills.
• Ability to participate in a competitive team environment.
• Demonstrate 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 and build relationships.
• Strong interpersonal skills within all levels of an organization.
• Excellent oral and written communication skills.
• Ability to work outside of normal business hours as needed.
• Proficiency in CRM tools and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Ability to develop clinical knowledge base for effective care transitions.
• Integrity and patient/customer focus.
• Reliable transportation.

Nice-to-haves

• Past military service.
• Experience with volunteer organizations.
• Evidence of exceeding goals or expectations in previous roles.

Benefits

• Reasonable accommodations for individuals with disabilities.