Hospital and Patient Services Manager (Business Development)

Fresenius Medical Care•Decatur, GA

10d

About The Position

The Hospital and Patient Services Manager promotes the company’s clinics, admissions process, and supporting programs to patients and external referral partners in an assigned market. The role works with Central Admissions Office staff to facilitate admissions, provide a high-quality admission experience, and place patients in an appropriate clinic and, where possible, a preferred treatment shift. The position also has responsibilities supporting FMCNA-affiliated Acute Programs. The manager develops referral relationships, supports patient admissions for dialysis services, provides outreach to hospitals and physician offices, and works with clinical and hospital personnel to coordinate appropriate outpatient placement. The role monitors payer coverage, market conditions, referral-source satisfaction, and customer-service issues. It also conducts market analysis, develops and evaluates marketing plans, meets sales and marketing call objectives, and maintains account data and call reports. Within FMCNA-affiliated Acute Programs, the manager coordinates placement of in-patient dialysis patients into outpatient services, working with patients, discharge planners, physicians, and dialysis facilities. The role supports timely discharge, helps coordinate renal and treatment-option education, and collaborates with internal and external partners to address placement and customer-service issues. The employee must follow the company’s Code of Business Conduct, policies, and applicable laws and regulations. A bachelor’s degree and 2–5 years of related experience, an advanced degree without experience, or equivalent directly related experience are required.

Requirements

Bachelor’s degree required.
2–5 years of related experience; alternatively, 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 required.
Good computer skills and proficiency with 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 admissions support.
Build, establish, and maintain relationships with referral sources and new and existing partners.
Contact patients identified for admission to market services and facilitate admissions.
Coordinate admissions for patients referred for dialysis services and conduct outreach to hospitals and physician offices to support timely admission.
Work with physicians and hospital staff to obtain information needed for outpatient placement.
Escalate admissions issues and problems according to established procedures.
Coordinate with clinical managers to accommodate treatment-shift requests where appropriate.
Understand insurers and private-pay business and help patients and families understand payer benefits.
Maintain knowledge of dialysis services, clinic and community support programs, local market conditions, and industry trends.
Communicate program status, customer-service issues, and referral and admissions 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 and maintain timely, accurate account data and call reports.
Conduct professional sales presentations and participate in community outreach programs as specified by the marketing plan.
Assess referral-source satisfaction with the admissions process and dialysis services, and collaborate with internal customers to improve service.
Coordinate renal education for new patients and referral partners as requested.
In FMCNA-affiliated Acute Programs, maintain knowledge of local dialysis-market admissions processes and facilitate outpatient placement for in-patient dialysis patients, including patients treated by affiliated and non-affiliated providers.
Coordinate with patients, discharge planners, outpatient dialysis staff, and hospital partners to identify appropriate outpatient placement based on patient preferences, physician orders, and facility capacity.
Address customer-service and placement issues and intervene early in discharge planning to support timely discharge and reduce hospital length of stay and readmissions.
Coordinate renal services and education for pre-ESRD and ESRD patients, including treatment options, vascular access, insurance, and financial education.
Comply with the Code of Business Conduct, company policies and procedures, and applicable local, state, and federal laws and regulations.
Refer higher-level problems to senior staff and escalate issues to a supervisor or manager when needed.
Assist with projects assigned by the direct supervisor and perform other duties as assigned.