Hospital & Patient Services Manager

PURPOSE AND SCOPE:

Utilizes knowledge of the clinics, the admissions process and the various supporting programs to promote these to the patient as well as to external customers, including hospital discharge planners, referring physicians and other personnel making decisions regarding patient placement within an assigned market geography.

Works with the Patient Admissions Services (PAS) staff to facilitate admissions, ensuring each patient receives a superior admission experience and is placed in the appropriate clinic, preferably with a desirable treatment shift schedule. Additional responsibilities within FMCNA-affiliated Acute Programs.

Supports FMCNA’s mission, vision, core values and customer service philosophy.  Adheres to the FMCNA Compliance Program, including following all regulatory and FMS policy requirements.

PRINCIPAL DUTIES AND RESPONSIBILITIES:


* Under general supervision, contributes to and grows clinic patient census/treatment volume and improves commercial mix by providing superior customer service and admission support to referral sources and patients.


* Builds, establishes and maintains referral source relationships.

Develops and maintains strong relationships with new and existing partners to build the referral base.


* Conducts one-on-one contacts with patients identified for admission to facilities in order to market our services and facilitate the admission.


* Facilitates and coordinates the admission process for all patients being referred for Dialysis Services and provides outreach to hospitals and physician offices in the defined market to facilitate a timely admission.
+ Collaborates with appropriate physicians and hospital staff to obtain information necessary for outpatient placement.
+ Escalates admissions issues and problems according to the established procedures to ensure timely resolution.
+ Works with the applicable clinical manager(s) to accommodate shift requests as appropriate.


* Exhibits knowledge of all insurers and private pay business.

Assures that patients and families understand payer benefits.


* Develops and maintains an extensive knowledge of the dialysis business and the support services provided by the clinics and within the community.


* Develops and maintains knowledge of the local market as well as industry trends in order to monitor and quickly react to changes which may impact the company and the patient services provided.

Provides regular communication to management regarding program status, customer service issues, and obstacles affecting the referral and admissions process.


* Conducts market analysis and develops, implements, and evaluates effective weekly, monthly and quarterly marketing plans.  Meets regularly with management to review and revise these plans.


* Consistently meets sales & marketing call objectives as established by management.  Maintains accurate and timely account data and completes call r...