Hospital and Patient Services Manager (Business Development)

Fresenius Medical Care • Orlando, FL

1d

About The Position

Utilizes knowledge of clinics, admissions processes, and supporting programs to promote services to patients and external customers, including hospital discharge planners, referring physicians, and other personnel involved in patient placement decisions within an assigned market. Works with Central Admissions Office staff to facilitate admissions, provide a superior admission experience, and place patients in appropriate clinics, preferably with a desirable treatment shift schedule. The role also supports FMCNA-affiliated Acute Programs.

The position grows clinic patient census and treatment volume and improves commercial mix through customer service and admission support. It builds referral relationships, coordinates dialysis admissions and outpatient placement, supports patients and families in understanding payer benefits, and provides requested renal education. The role monitors local market and industry trends, conducts market analysis, develops and evaluates marketing plans, meets sales and marketing call objectives, and communicates program status and customer service issues to management. In affiliated Acute Programs, it coordinates placement of in-patient dialysis patients into outpatient services and works with hospital and outpatient dialysis staff to address placement issues and support timely discharge.

The position requires a bachelor’s degree and 2–5 years of related experience, an advanced degree without experience, or equivalent directly related work experience. It also requires strong communication, customer service, organizational, interpersonal, and computer skills, a professional appearance, and completion of and compliance with the Marketing and Business Development Functional Compliance Program. Pay depends on work location and qualifications; the stated rate is $64,000–$106,000. Benefits include medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave, and potential performance-based bonuses.

Requirements

• Bachelor’s degree required.
• 2–5 years of related experience, or an advanced degree without experience, or equivalent directly related work experience.
• Excellent oral and written communication skills and 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 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 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 admission.
• Coordinate admissions for patients referred for dialysis services and conduct outreach to hospitals and physician offices to support timely admission.
• Collaborate with physicians and hospital staff to obtain information needed for outpatient placement.
• Escalate admissions issues and problems according to established procedures and involve a supervisor or manager when needed.
• Work with clinical managers to accommodate treatment-shift requests when appropriate.
• Help patients and families understand insurer coverage and payer benefits.
• Maintain knowledge of dialysis services, clinic and community support programs, the local market, and industry trends.
• Communicate program status, customer service issues, and referral or 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, maintain accurate account data, and complete call reports.
• Deliver professional sales presentations and participate in community outreach programs as determined 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-source partners as requested.
• In FMCNA-affiliated Acute Programs, maintain knowledge of local dialysis-market admissions processes and facilitate placement of in-patient dialysis patients into outpatient settings based on patient preferences, physician orders, and facility capacity.
• Collaborate with outpatient dialysis and hospital staff or partners to resolve outpatient placement issues and assess customer service issues reported by referral sources.
• Intervene early in the discharge process to support timely discharge, discharge to versus after dialysis, and reduced readmissions.
• Coordinate renal services for pre-ESRD and ESRD patients with appropriate clinicians, including renal, treatment-option, vascular-access, insurance, and financial education.
• Review and comply with the Code of Business Conduct, company policies and procedures, and applicable local, state, and federal laws and regulations.
• 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