Hospital and Patient Services Manager (Business Development)

Fresenius Medical Care • Birmingham, AL

4d • $64,000 - $106,000

About The Position

The Hospital and Patient Services Manager promotes clinic services, admissions processes, and supporting programs to patients and external customers, including hospital discharge planners, referring physicians, and other personnel involved in patient placement within an assigned market. The role works with the Central Admissions Office to coordinate admissions, provide a superior admission experience, and place patients in appropriate clinics and, where possible, on desired treatment shifts. It also supports additional responsibilities within Fresenius Medical Care-affiliated Acute Programs.

The position develops referral relationships and marketing plans, supports the admissions and outpatient placement process for dialysis patients, and coordinates with patients, families, physicians, hospital personnel, and clinical teams. It monitors market and industry changes, provides management with updates on program status and customer-service issues, and works to improve referral and admission processes. In affiliated Acute Programs, the role helps coordinate outpatient dialysis placement and renal education and works to reduce hospital length of stay through early discharge-process intervention.

Requirements

• Bachelor’s degree required.
• Two to five years of related experience, or an advanced degree without experience, or equivalent directly related work experience.
• Excellent oral and written communication skills, including the ability to communicate with all levels of personnel.
• Detail-oriented, with excellent customer-service, organizational, and interpersonal skills.
• Professional appearance.
• Good computer skills and proficiency in Microsoft Office applications.
• Completion of and compliance with the Marketing and Business Development Functional Compliance Program.

Responsibilities

• Grow clinic patient census and treatment volume and improve commercial mix through customer service and admission support for referral sources and patients.
• Build and maintain relationships with referral sources, including new and existing partners.
• Contact patients identified for admission to explain services and facilitate admission.
• Coordinate admissions for patients referred for Dialysis Services and conduct outreach to hospitals and physician offices to support timely admissions.
• Collaborate with physicians and hospital staff to obtain information needed for outpatient placement.
• Escalate admission issues and coordinate with clinical managers on treatment-shift requests as appropriate.
• Explain payer benefits to patients and families and maintain knowledge of insurers and private-pay business.
• Maintain knowledge of dialysis services, clinic and community support programs, the local market, and industry trends; communicate relevant program status, customer-service issues, and referral or admission obstacles to management.
• Conduct market analysis and develop, implement, and evaluate weekly, monthly, and quarterly marketing plans; review and revise plans with management.
• Meet sales and marketing call objectives, maintain accurate account data, and complete required call reports.
• Deliver professional sales presentations and participate in community outreach programs identified by the marketing plan.
• Assess referral-source satisfaction with the admissions process and dialysis services and collaborate internally on customer-service improvements.
• Coordinate renal education for new patients and referral partners when requested.
• In affiliated Acute Programs, maintain knowledge of local dialysis-provider admissions processes and facilitate placement of in-patient dialysis patients into outpatient settings according to patient preferences, physician orders, and facility capacity.
• Collaborate with outpatient dialysis and hospital staff to resolve outpatient placement issues and assess customer-service concerns reported by referral sources.
• Intervene early in the discharge process to support timely discharge, discharge to or after dialysis, and reduced readmissions.
• Coordinate renal, treatment-option, vascular-access, insurance, and financial education for pre-ESRD and ESRD patients with appropriate clinicians.
• Comply with the Code of Business Conduct, company policies and procedures, and applicable laws and regulations.
• Refer higher-level problems to senior staff and escalate issues to a supervisor or manager as necessary.
• Assist with projects assigned by the direct supervisor and perform other duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) with company match
• Paid time off
• Parental leave
• Potential performance-based bonuses depending on company and individual performance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager