Manager, Visionary Patient Program | Full-Time

Wills Eye Hospital•Philadelphia, PA

1d•Onsite

About The Position

Wills Eye Hospital is hiring a Manager of the Visionary Patient Program (VPP) in Philadelphia, PA as a part of the Wills Eye Foundation team. In this role, you’ll manage the programming and services for VPP program members and identified patients. This is a Full-Time opportunity for someone who wants to serve as the primary point of contact for members and potential members to provide high-touch, personalized service to enhance the patient experience and cultivate long-term philanthropic affinity. In this role, you’ll support clinic staff and physicians to ensure seamless care for VPP patients while maintaining HIPAA regulations and Association of Healthcare Philanthropy ethical guidelines. You’ll be successful if you can effectively balance patient concierge services, relationship management, healthcare operations, and fundraising support while maintaining exceptional discretion and service standards.

Requirements

Bachelor's degree in Business Administration , Communications, Healthcare Administration, Public Health, Nonprofit Management, or a related field; equivalent combination of education and experience may be considered.
Three (3) to five (5) years of experience in patient services, customer relations, healthcare administration, physician practice operations, donor relations, hospitality, concierge services, or a related field.
Experience providing exceptional customer service and managing sensitive or confidential information.
Demonstrated ability to build and maintain relationships with a wide range of stakeholders, including patients, physicians, donors, and administrative staff.
Strong organizational skills with the ability to manage multiple priorities and coordinate complex schedules.
Knowledge of HIPAA regulations or ability to learn and maintain compliance requirements.

Nice To Haves

Experience or continuing education in healthcare, patient experience, customer service, philanthropy, or nonprofit management.
Experience in a healthcare setting, academic medical center, nonprofit organization, or development office.
Experience working with high profile clients, donors, executives, or concierge service programs.
Familiarity with healthcare scheduling systems, electronic medical records, or donor databases.

Responsibilities

Establishes and manages the Visionary Patient Program operations at all Wills Eye Hospital locations, primarily based at the main hospital.
Track and confirms membership in the VPP, renew and solicit memberships and provide information and welcome packets to interested VPP members.
Partner with frontline fundraising colleagues ( i.e. CDO, Major Gift officers, CFR) to engage donors for considering additional or larger philanthropic gifts.
Provide routine reporting and participate in program analysis and strategic planning for VPP.
Provides navigation of VPP members, their families and select individuals for appointments with an emphasis on privacy, patient safety and the highest standards for patient satisfaction.
Lead the operation and management of all referrals to the VPP process.
Facilitate patient appointment scheduling and providing high quality navigation services for VPP members and high-profile patients. May include appointment scheduling for the main hospital, suburban offices, or surgery centers affiliated with Wills Eye Hospital.
Coordinates various medical record and insurance details for outpatient and inpatient services.
Partners with clinical services to facilitate timely , comprehensive appointments and ensure fair, accurate billing practices.
Liaise between VPP members and physicians to answer any medical inquires between appointments.
Provides timely availability to patients when on duty. The Manager of VPP may at their discretion decide they are needed on-site and come in during off hours.
Collaborate with Jefferson Signature Services and other third party concierge services to arrange appointments and cultivate potential donors.
Collaborate and Communicate effectively with physicians and their staff throughout the organization about the VPP program.
Leads education about the VPP for physicians, clinical staff, nursing, administrative staff, and development staff.
Ensure confidentiality and compliance with HIPAA, Medicare and other governmental regulations.
Maintain ongoing training and education in healthcare philanthropy and HIPAA.