Health System Navigator

Vitas Healthcare Corporation; Florida; On-site; USD 60,000 - 85,000; Full time

Job summary

VITAS in Florida is seeking a patient-focused account liaison responsible for developing relationships within assigned health systems and with patients and families to facilitate hospice access. You will educate medical professionals and families about hospice services, coordinate care with the VITAS team, and ensure timely communication, documentation, and quality patient outcomes.

Role requires effective CRM use, teamwork with admissions, sales and medical staff, and the ability to work

Qualifications

• Minimum three years of experience in direct customer service or healthcare industry.
• Excellent presentation, negotiation and relationship-building skills.
• Able to collaborate with a team to support territory and build relationships.
• Strong customer service, sense of urgency and problem solving skills.
• Ability to learn and apply a CRM tool and proficiency in Outlook, Word, Excel-PowerPoint.

Responsibilities

• Develop and maintain relationships with contacts within assigned health systems and patients and families.
• Educate medical professionals and patients about hospice services and care options.
• Coordinate care and communicate patient status with VITAS team and other entities.
• Support readmissions and revocations by coordinating care with the VITAS team.
• Utilize CRM to capture account needs and track communications; complete admin duties timely.

Skills

Customer service

Relationship building

Communication

CRM experience

Time management

Team collaboration

Problem solving

Scheduling flexibility

Education

High school diploma

Associate or bachelor's degree preferred

Tools

CRM

Outlook

Excel

PowerPoint

iOS devices

Job description

Responsible for developing and maintaining relationships with the contacts within assigned health system(s) and the patients & families within that align with VITAS core mission and values. Ability to apply a consultative approach to educate medical professionals and patients and families about hospice services; meeting customer, patient & family needs by providing end of life care solutions to improve timely access to care.

• Responsible to become a subject matter expert on Medicare Hospice Benefit, VITAS service offerings, disease specific clinical criteria and evidence based medicine.
• Responsible for care coordination and communication to members of the assigned health system, VITAS team, and other community / post-acute entities regarding patient status including referral process, discharge process, and hospital readmissions/ hospice revocations.
• Participates in the information gathering and support of patients, families and admission nurse through the admission process.
• Supports account, patients & families who readmit to the hospital/ER (VITAS revocations) by care coordinating with VITAS team.
• Utilize direction and judgement in determining an approach to create, develop and sustain a consultative relationship in assigned accounts and other potential referral sources, by making effective customer contacts and exhibiting excellent customer service skills.
• Resolves customer feedback by investigating opportunities for development, developing solutions, preparing reports, and collaborates on resolutions with program management.
• Leverages provided resources and CRM (customer relationship management) as a vehicle for success.
• Daily use of CRM tool in order to capture needs of the account and necessary information for effective communication with other VITAS team members.
• Leverages educational tools on provided devices as customer visual aids and learning tools to grow knowledge.
• Able to apply training and leverage tools and resources when executing strategies with customers with a strong sense of urgency.
• Maintains professional and technical knowledge by reviewing professional publications, establishing personal networks and remaining current with changes in healthcare field in order to understand customer industry.
• Open to and proactively applies coaching feedback from direct manager with the intentions on improvement of various skillsets.
• Works cohesively and leverages opportunities with VITAS team members: VITAS Admissions Team, VITAS Sales Team, VITAS Medical Director & Team Physicians, Team Managers and overlapping team disciplines, PCAs, Sr. Leadership. Attends team meeting at least two times per quarter.
• Timely completion of administrative duties: expense reports, payroll entry, other administrative actions by required times.
• Effective in professional verbal, written, and electronic communication.
• Perform related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Expectations/Requirements

• Minimum three years of experience in direct customer service or healthcare industry
• Excellent presentation, negotiation and relationship-building skills
• Participate in competitive team environment that involved individual accountably and teamwork
• Able to demonstrate examples on critical thinking and create solutions
• Past military service a plus
• Experience with volunteer organization a plus
• Evidence of exceeding goals or expectations with a project or previous job
• Strong customer service, sense of urgency and problem solving skills
• Time management and organizational skills
• Ability to collaborate with a team to support territory, to build relationships, and educate to generate access to hospice care by building long term business partnerships
• Strong interpersonal skills within all levels of an organization
• Excellent oral and written communication skill
• Ability to work outside of normal business hours (8-5), evenings and weekends as needed.
• Ability to learn and apply a CRM tool and proficiency in Outlook, Word, Excel-PowerPoint, iOS devices
• Ability to develop clinical knowledge base to support effective care transitions to VITAS for hospice eligible patients
• Integrity and patient/ customer focus: ethical, moral conduct, customer services
• Reliable transportation

Education

High school Diploma required or equivalent. Associate or bachelor's degree preferred.

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.