Senior Director Hospital and Patient Services

PURPOSE AND SCOPE:

Represents Hospital & Patient Services Management (HPS) team at a national level to senior leadership. Provides leadership, direction, oversight and coaching of field-based HPS staff who serve as the local admissions presence in their respective territories. Directs the strategic initiatives relative to the market development activities of assigned HPS team. Ensures seamless integration of division and corporate growth goals. Ensures compliance of staff to company policy and procedures; and state and federal regulations governing the activities associated with the marketing of healthcare services.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Collaborates with management and senior leadership to develop and execute the strategic direction and marketing plan to support division operations and achieve growth.
• Will be assigned to work in at least one of the following areas:
  • Product Management:
    • Responsible for launching field pilots of new product or service launches in conjunction with product management team.
    • Prioritizes markets for rollout of new initiatives.
    • Manages collection and submittal of feedback from user acceptance testing to product management and senior leadership teams.
    • Partners with Senior Director of Performance Training with field launch and training.
    • Serves as liaison between product management team and field for post-launch troubleshooting and escalations.
    • Provides guidance to Marketing Team in the development of marketing materials for such initiatives.
  • Marketing Team Liaison:
    • Proactively makes recommendations to Marketing Team to develop materials for HSPM use nationally.
    • Collaborates with various departments (ex: Admissions) on the development of marketing materials.
    • Drives field testing of new marketing materials.
    • Leads rollout of new and existing marketing campaigns to the field at a national level.
  • Sales Operations Liaison:
    • Provides recommendations to enhance CRM and reporting to senior leadership.
    • Develops and launches Field Activity Report to DHPS team.
    • Consults with analytics teams to improve field force tools such as DART, Tableau and MAPT.
  • Performance Training Liaison:
    • Facilitates annual or bi-annual DHPS training meetings.
    • Hosts and moderates regularly scheduled calls with DHPS team to drive initiatives and collect feedback for senior leadership.
    • Actively participates in the development and execution of SHPSM training curriculum.
    • Strategizes with SDPT to enhance HPSM new hire and ongoing training.
    • Develops and executes HPSS training curriculum.
    • Oversees HPSM workshops at the National Sales Meeting.
  • Case Management Conference Liaison:
    • Plans and attends national conferences to oversee exhibit booth.
    • Coordinates regional ACMA conferences in collaboration with assistant to SDPT.
    • Directs Marketing efforts on exhibit spaces and materials.
• Attends meetings with senior leadership within Market Development team to present and represent field team activities.
• Provides direction and oversight of marketing activities which include, but are not limited to: assessing managements performance in conveying the admission and therapy services available through the company to service pre-ESRD and chronic renal disease patients; recommending service offerings within markets as they relate to patient services based on current and anticipated market need; recommending areas for expansion of programs; and providing direction to team in attainment of goals for acute care facilities in reduction of length and number of hospital stays.
• Provides guidance, advice and support to team acting as the subject matter expert and resource. Provides expertise regarding procedures and issues ensuring appropriate resolution, such as education of referral sources relative to complicated admissions (medical or financial); introduction of modality options as alternatives for chronic facility treatment; and process improvement opportunities in the discharge process to decrease length of stay.
• Develops the skill set of team staff through educational offerings; mentoring and guidance.
• Oversees the monitoring and evaluation of operational policies and procedures including setting goals, standards and benchmarks to evaluate staff performance, and employee and customer satisfaction through satisfaction surveys; surveillance and metric reporting; trending of market penetration with reference to admissions services in hospitals and other areas within the community.
• Optimizes field efforts by analyzing and monitoring field report to include the Call Activity, Referral and Admissions Reports. Coordinates with Patient Admission Services (PAS) to hold monthly or bi-weekly meetings between Account Management and PAS staff to review strengths, weaknesses, opportunities and threats (SWOTs). Implements appropriate actions to improve operational processes related to the admissions process.
• Ensures a strong communication process between PAS Patient Intake Coordinators, Manager, HPS, facility and other support staff who participate in the patient placement and admissions process.
• Utilizes formal customer satisfaction surveys and informal customer feedback to coach staff and improve systems and processes.
• Responsible for growing the business by taking proactive steps in the development of programs to market admissions office services to all staff in existing and new dialysis clinics and outside/nonaffiliated physicians. Educates physicians and other referral sources about the patient intake and admission processes. Leads the department in the role as liaison between staff and physicians.
• Ensures the operations of the Hospital & Patient Services marketing functions meet policy and procedure performance metrics, quality improvement program standards, and the requirements of company laws and regulations and standards.
• Maintains current knowledge regarding industry best practices. Evaluates, identifies, and recommends systems and practices that would enhance and improve marketing of the admissions process and processes to expand market presence within the division. Implements as appropriate.
• Manages department budget and day-to-day functions. Develops budgets, schedules and performance standards. Exercises supervision in terms of costs, methods, and staffing.
• Interacts with all levels within the organization to manage functional area.
• Overall responsibility for hiring, coaching and counseling employees, including performance reviews, disciplinary action and terminations, partnering with Senior Management and Human Resources on employee matters.
• Performs other related duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This position requires approximately 50% travel.
• Travel between assigned facilities and various locations with the community is required. Travel to regional, Business Unit and Corporate meetings may be required. Travel to national and regional conferences may be required.

SUPERVISION:

• Is responsible for the direct supervision of various levels of Hospital and Patient Services staff.

EDUCATION AND REQUIRED CREDENTIALS:

• Bachelor's Degree; Advanced Degree preferred or an equivalent combination of education and experience
  

EXPERIENCE AND SKILLS:

• 10+ years' related experience or an equivalent combination of education and experience.
• 5+ years' experience as a Manager; or 5+ years' experience in a senior managerial role.
• Minimum 2 years as a Director of Hospital and Patient Services.
• Strong management skills with the ability to lead cohesive and productive teams.
• Strong interpersonal skills with the ability to communicate with all levels of management through diplomacy and tact.
• Excellent oral and written communication skills.

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