Hospital & Patient Services Manager

Fresenius Medical Care; Springfield (MA); On-site; USD 60,000 - 75,000; Full time

Job summary

A leading health care provider in Springfield, MA, is seeking a Patient Services Manager to grow clinic patient census and improve referral relationships. The ideal candidate has a Bachelor's degree and 2-5 years of related experience, along with excellent communication and organizational skills. Responsibilities include coordinating admissions and managing customer interactions. This is a full-time position offering a competitive salary and benefits.

Qualifications

• 2–5 years related experience or equivalent directly related work experience.
• Professional appearance required.
• Completion of the Marketing and Business Development Functional Compliance Program.

Responsibilities

• Grow clinic patient census/treatment volume and improve commercial mix.
• Build and maintain referral source relationships.
• Conduct market analysis and develop marketing plans.

Skills

Excellent oral and written communication skills

Detail oriented

Customer service skills

Organizational skills

Interpersonal skills

Proficiency in Microsoft Office

Education

Bachelor’s Degree

Job description

Overview

Be among the first 25 applicants. Must reside in Springfield, MA as this is a field based position.

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 Central Admissions Office 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.

Principal Duties and Responsibilities

• Grow clinic patient census/treatment volume and improve 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.
• Conduct one-on-one contacts with patients identified for admission to facilities to market services and facilitate admission.
• Facilitate and coordinate the admission process for all patients being referred for Dialysis Services; provide outreach to hospitals and physician offices to facilitate timely admission.
• Collaborate with physicians and hospital staff to obtain information necessary for outpatient placement.
• Escalate admissions issues according to established procedures to ensure timely resolution.
• Work with the applicable clinical manager(s) to accommodate shift requests as appropriate.
• Exhibit knowledge of all insurers and private pay; ensure patients and families understand payer benefits.
• Develop and maintain knowledge of the dialysis business and the support services provided by the clinics and the community.
• Maintain knowledge of the local market and industry trends; monitor and react to changes affecting patient services. Provide regular communication to management regarding program status, customer service issues, and obstacles in the referral/admissions process.
• Conduct market analysis and develop, implement, and evaluate weekly, monthly and quarterly marketing plans. Meet regularly with management to review plans.
• Meet sales & marketing call objectives; maintain accurate and timely account data and complete call reports as required.
• Conduct professional sales presentations to customers.
• Participate in community outreach programs as determined by the marketing plan.
• Determine referral source satisfaction with admissions process and dialysis services; collaborate with internal customers to implement improvements as needed.
• Collaborate with internal and external resources to provide renal education as requested by the referral source or patient.
• Develop and maintain in-depth knowledge of the admissions processes for the local dialysis market, including all area dialysis providers.
• Facilitate placement of in-patient dialysis patients into outpatient settings, coordinating with patient and discharge planners to identify appropriate placement according to patient preferences, physician orders, and facility capacity.
• Collaborate with outpatient dialysis staff and hospital staff to resolve placement issues and assess related customer service issues.
• Focus on decreasing hospital length of stay by intervening early in the discharge process to support timely discharge and appropriate dialysis planning.
• Provide renal services information (education on renal options, treatment options, vascular access, insurance and financial education) to pre-ESRD and ESRD patients as requested.
• Review and comply with Code of Business Conduct and all applicable laws and company policies.
• Escalate issues to supervisor/manager for resolution as needed. Assist with various projects as assigned by direct supervisor.
• Other duties as assigned. Additional responsibilities may focus on one or more departments or locations as described in a department/location addendum.

Physical Demands and Working Conditions

The physical demands and working environment characteristics described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions.

Education

Bachelor’s Degree required

Experience and Required Skills

• 2–5 years’ 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 to all levels of personnel.
• Detail oriented with excellent customer service, organizational and interpersonal skills. Professional appearance required.
• Good computer skills with proficiency in Microsoft Office applications.
• Completion of and compliance with the Marketing and Business Development Functional Compliance Program.

Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.

EOE, disability/veterans

Additional Information

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Health Care Provider
• Industries: Hospitals and Health Care

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