Director of Strategy and Integration | Heritage Valley LTACH

About the role

This exempt position directs the referral development efforts of the Physician Navigators and Clinical Navigators, provides oversight of the admission process through direct supervision of the Admissions Manager, and supervises and trains facility-based staff responsible for marketing, case finding, and relationship management. Implements system and market-specific initiatives to support organizational goals.

Responsibilities

• Directs referral development efforts of Physician Navigators and Clinical Navigators.
• Provides oversight of the admission process through direct supervision of the Admissions Manager.
• Supervises, coaches, and trains facility-based staff with marketing, case finding, and relationship management responsibilities.
• Implements system and market-specific initiatives to support and achieve organizational goals.
• Serves as the primary liaison for referral sources and physicians.
• Assists in developing market-specific strategies aligned with strategic plans and goals.
• Monitors daily, weekly, monthly, and year-to-date referral patterns from physicians, facilities, and acute care discharge planners; adjusts case-finding strategies to maximize staff resources and facilitate patient admissions.
• Provides monthly updates and communicates regularly with management to ensure alignment with system goals.
• Conducts needs assessment surveys with key stakeholders (community, patients, families, physicians, referral sources, and PAM Health Board) to identify service needs and opportunities for program development.
• Documents feedback on Upshot and sets expectations for staff to deliver exemplary customer service.
• Develops and coordinates initial and ongoing sales training for Clinical Navigators and Physician Navigators to ensure high levels of customer service and satisfaction with referral sources.
• Conducts bi-weekly marketing meetings with Clinical Navigators and Physician Navigators to evaluate market trends and key initiatives.
• Provides direct and/or indirect supervision, coaching, counseling, and performance appraisals for Clinical Navigators, Physician Navigators, and Admissions Manager.
• Trains staff in presentation, tours, and community outreach as needs are identified; provides backup support for Physician Navigators and Clinical Navigators as necessary.
• Provides in-service training and consultation to system staff on marketing efforts upon request.
• Communicates continually with management about marketing-related needs and activities.
• Directs facility marketing initiatives and referral-finding strategies; collaborates with Admissions to facilitate the referral process.
• Assists in providing options to referral sources for all denials; ensures processes are followed according to plan and reports are filed in a timely manner.
• Demonstrates understanding of service offerings, facility capabilities and limitations, and competitors’ services; compares and contrasts with PAM Health products and services.
• Provides regular and timely information about PAM Health services to referral sources and the community through in-person visits, presentations, tours, conferences, and health screenings.
• Coordinates facility-based in-services and events for referral sources and community groups within outlined time frames in a professional and courteous manner.
• Coordinates facility tours involving facility staff and Navigators according to tour protocol in a professional and courteous manner.
• Identifies opportunities for development of new services and program offerings, including new locations; conducts market research to determine program feasibility.
• Assists with feasibility studies and program development activities as requested; identifies and implements marketing and staff education strategies for approved new programs; assesses effectiveness and modifies plans as necessary.

Leadership

• Promotes cooperation, fairness, and equity; shows respect for people and their differences; demonstrates empathy; brings out the best in others and the team.
• Coaches, evaluates, develops, and inspires staff; sets expectations; recognizes achievements; effectively manages conflict; aligns department goals with company goals; provides feedback and group leadership; delegates appropriately; completes evaluations on time.
• Demonstrates accountability and sound judgment in managing company resources; adheres to company policies, procedures, and safety guidelines.
• Identifies problems, involves others in seeking solutions, conducts appropriate analysis, searches for best solutions, and implements appropriate responses to correct problems promptly and effectively.
• Makes clear, consistent decisions with integrity; distinguishes relevant from irrelevant information; makes timely, appropriate decisions.
• Understands company vision and aligns priorities accordingly; measures outcomes; uses feedback to redirect as required; evaluates alternatives; organizes complex issues to desirable resolution.
• Connects with peers, subordinate employees, and customers; actively listens; clearly and effectively shares information; demonstrates effective oral and written communication skills; negotiates effectively.
• Strives for efficient, effective, high-quality performance in self and the department; delivers timely and accurate results; is resilient when responding to challenging matters; takes initiative to make improvements.
• Motivates others; accepts responsibility; maintains high morale in the department; develops trust and credibility; expects honest and ethical behavior of self and staff.
• Encourages cooperation and collaboration; builds effective teams; works in partnership with others; is flexible and responsive to the needs of others.
• Maintains up-to-date skills through involvement with professional organizations or continuing education.

Customer Service

• Maintains the highest level of customer service via courtesy, compassion, and positive communication.
• Promotes the Mission and Vision of PAM Health within the work environment and the community.
• Respects dignity and confidentiality by adherence to all applicable policies and procedures.

Health and Safety

• Works in a manner that promotes safety; wears clothing appropriate to the performance of the job.
• Participates in OSHA-required training; follows universal precautions as appropriate for the position; complies with Employee Health requirements for continued employment.
• Reports unsafe practices to management; knows own role in case of an emergency.

Requirements

• Baccalaureate degree from an accredited college or university.
• Minimum of five years of progressive experience in healthcare sales/marketing.
• Previous management experience is helpful.

Skills

• Strong team player with effective coaching and training skills to lead and motivate staff.
• Effective interpersonal skills; proven relationship management skills with physicians, staff, and referral sources.
• Excellent written and verbal communication skills; experience using MS Word, MS Excel, and PowerPoint.
• Effective decision-making skills; ability to understand and produce usable data for marketing responses to community needs.
• Aptitude to learn and understand PAM Health’s service offerings, programs, and data management tools for positioning system services.
• Effective problem-solver with ability to think outside the box to find solutions for customers.
• Ability to work in an unstructured setting; self-motivated.
• Experience or aptitude to learn and understand PPS guidelines for reimbursement and marketing purposes.

Benefits

• Patient-Centric Focus: Join a hospital dedicated to delivering exceptional patient care and achieving the highest levels of patient satisfaction.
• Career advancement: Unlock opportunities for professional growth through the Education Advancement Program.
• Medical Benefits: EPO/HDHP/HSA options, including prescription coverage, RX ‘n go, and Teladoc.
• Comprehensive dental and vision coverage.
• Employee Assistance Program, including counseling, legal, and financial services.
• Flexible spending (FSA) and health savings (HSA) accounts.
• Life and disability insurance benefits.
• Education/In-Service Opportunities, including continuing education and tuition services.
• Supplemental benefits: Accident, critical illness, cancer, pet, and identity theft protection insurance options.
• Personal travel discounts.
• 401(k) plan with discretionary employer match.
• Generous paid benefit time.