Health System Navigator

About the role

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.

Responsibilities

• Become a subject matter expert on Medicare Hospice Benefit, VITAS service offerings, disease specific clinical criteria and evidence based medicine.
• 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.
• Leverage 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.
• Resolve customer feedback by investigating opportunities for development, developing solutions, preparing reports, and collaborating on resolutions with program management.
• Leverage 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.
• Leverage 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.
• Maintain 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.

Qualifications

• 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 involves individual accountability and teamwork.
• 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 skills.
• 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 service.
• Reliable transportation.