Hospital and Patient Services Manager (Business Development)

Fresenius Medical Care • Orlando, FL

4d • $64,000 - $106,000

About The Position

The Hospital and Patient Services Manager promotes clinic services 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, provide a superior admission experience, and place patients in appropriate clinics and, where possible, on preferred treatment shifts. The position also performs additional responsibilities within FMCNA-affiliated Acute Programs.

This role grows clinic census and treatment volume and improves commercial mix through customer service, referral-source development, marketing, and admission support. In Acute Programs, it coordinates outpatient placement for in-patient dialysis patients, supports timely discharge, and collaborates with clinical, hospital, and community partners to provide renal education and related services.

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. Pay is listed as $64,000–$106,000, depending on work location and qualifications. The position offers 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, with 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 by providing customer service and admission support to referral sources and patients.
• Build, establish, and maintain referral-source relationships and develop relationships with 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 admissions.
• Collaborate 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, local markets, and industry trends; communicate 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 with management.
• Meet sales and marketing call objectives, maintain accurate account data, and complete required call reports.
• Conduct professional sales presentations and participate in community outreach programs as directed by the marketing plan.
• Assess referral-source satisfaction with the admission process and dialysis services, and collaborate with internal customers on service improvements.
• Coordinate renal education for patients and referral-source partners with internal and external resources, as requested.
• In FMCNA-affiliated Acute Programs, maintain knowledge of admissions processes across the local dialysis market, including other providers.
• Facilitate placement of in-patient dialysis patients, whether FMCNA-affiliated or not, into outpatient care by coordinating with patients and discharge planners and considering patient preferences, physician orders, and facility capacity.
• Collaborate with outpatient dialysis and hospital staff to resolve placement issues and assess customer-service concerns raised by referral sources.
• Intervene early in the discharge process to support timely discharge, discharge to or after dialysis, and reduced readmissions.
• Coordinate renal services for pre-ESRD and ESRD patients with clinicians, including renal, treatment-option, vascular-access, insurance, and financial education.
• Comply with the Code of Business Conduct, company policies and procedures, and applicable laws and regulations.
• Refer higher-level problems to senior staff as appropriate and escalate issues to a supervisor or manager when needed.
• 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