Remote in Norwalk, CAJob Summary: Serves as the liaison for Pipeline Health facilities, as assigned, with community physicians, other health care facilities and community organizations. The Physician Outreach Liaison identifies strategic targets and facilitates engagement to improve patient access to the hospital. All activities are conducted in compliance with state and federal regulations. The Liaison is the first point of contact and primary liaison for information between the hospital and its medical staff and is accountable for meeting the business goals of improving loyalty, enhancing customer satisfaction, and increasing patient and medical staff satisfaction, in line with the organization's business strategy. Promotes services consultatively, determines customer's needs and requirements and makes recommendations to providers and customers of the various solutions the organization can offer. Assures brand management is appropriately executed. This role does require you to operate a vehicle as part of your work duties.
Essential Functions:- Promotes engagement with community physicians and other healthcare providers to enhance the hospital's standing.
- Cultivates and maintains relationships with Skilled Nursing Facilities, ensuring that patients referred to our hospitals are discharged appropriately back to the referring SNF.
- Is accountable to the hospital CEO in addressing priority business needs as assigned.
- Achieves physician outreach objectives and provides timely customer service.
- Conducts routine calls and visits in a systematic manner using predefined guidelines.
- Identifies barriers to referral and works to resolve issues.
- Maintains a consistent channel of communication among key stakeholders: Medical Staff office, Hospital Administration, Corporate Leaders and other Support Services.
- Promotes hospital services among prospective patients as appropriate, including participation in community events and speaker opportunities.
- Research prospective accounts in strategic markets and pursues leads.
- Understands the target markets and which market strategies can be used to attract physician businesses.
- Demonstrates a strong understanding of Pipeline services, our competition in the industry and positioning.
- Demonstrates excellent written and verbal communication skills.
- Follows the latest industry developments and stays up to date on competitors.
- Shares information gathered in the field with appropriate leaders in a timely manner.
- Maintains activity log, documenting outreach efforts community contacts and results.
- Submits monthly reports of activity and results.
Behavioral Standards:- Treats everyone as a valued customer; utilizes scripting and other tools to ensure consistency in messaging and customer service.
- Expresses recognition and shows appreciation to others; fully utilizes AIDET principles; responds quickly to handle requests, complaints, and questions; displays a positive attitude.
- Demonstrates the highest level of professionalism, passion and care when interacting with patients, families, physicians and office staff, community contacts and hospital staff members.
- Meets assigned deadlines, participates actively in meetings.
- Uses a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential, embracing ingenuity to service our customers.
Communication/Knowledge:- Wears nametag properly; follows dress code policy; answers phone correctly and promptly; is prepared for meetings; meets deadlines; does not participate in gossip; acts ethically and treats others with respect; respects customer's and co-worker's time; establishes and maintains effective relationships with customers and co-workers.
Collaboration/Teamwork: - Attends staff meetings; follows HIPAA guidelines; follows patient rights policy; complies with the compliance program; demonstrates knowledge of role in a disaster; demonstrates knowledge of fire and fire drill procedures; working knowledge of hospital emergency codes; always utilizes standard precautions in the clinical setting; safely manages the environment of care by demonstrating a working knowledge of the requirements of the: Life Safety program, Utilities Management program, Hazardous Materials program, Emergency Preparedness program, Safety Management program, Medical Equipment Management program, Security Management program.
Experience:- Minimum of five (5) years of healthcare marketing/business development experience including experience in physician relations.
- Experience with Skilled Nursing Facilities relationships, preferred.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
