Hospital and Patient Services Manager (Business Development)

Fresenius Medical Care•Decatur, GA

12d

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 Central Admissions Office staff to facilitate admissions and provide patients with a superior admission experience, including placement in an appropriate clinic and, where possible, a desirable treatment shift. The position develops referral relationships, supports and coordinates admissions for dialysis services, and works with patients, hospitals, physicians, and clinical staff to facilitate timely outpatient placement. It also supports Fresenius Medical Care-affiliated Acute Programs by coordinating placement of in-patient dialysis patients into outpatient settings, helping resolve placement issues, and intervening early in discharge planning. The manager promotes renal education and related support services, monitors market and industry trends, and develops and evaluates marketing plans.

Requirements

Bachelor’s degree required.
Two to five years of related experience, 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.
Build and maintain relationships with referral sources and other new and existing partners.
Meet with patients identified for admission to promote 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 admission issues according to established procedures and work with clinical managers to accommodate shift requests when 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 program status, customer service issues, and obstacles affecting referrals and admissions to management.
Conduct market analysis and develop, implement, and evaluate weekly, monthly, and quarterly marketing plans with management.
Meet sales and marketing call objectives, maintain account data, and complete call reports.
Conduct professional sales presentations and participate in community outreach programs according to the marketing plan.
Assess referral-source satisfaction with the admissions process and dialysis services and collaborate with internal teams on service improvements.
Coordinate renal education for new patients and referral partners when requested.
Maintain knowledge of admissions processes across the local dialysis market, including other area providers.
Coordinate placement of in-patient dialysis patients, including patients of affiliated and non-affiliated providers, into outpatient settings based on patient preferences, physician orders, and facility capacity.
Collaborate with outpatient dialysis and hospital staff to resolve placement issues and assess customer service concerns.
Intervene early in discharge planning to help reduce hospital length of stay and affect timely discharge, discharge timing relative to dialysis, and readmissions.
Coordinate renal, treatment-option, vascular-access, insurance, and financial education with appropriate clinicians for pre-ESRD and ESRD patients.
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 when appropriate.
Assist with projects assigned by the direct supervisor and perform other assigned duties.