Health System Navigator

About the role

Responsible for developing and maintaining relationships with contacts within assigned health systems and patients/families, aligning with VITAS core mission and values. Educate medical professionals and patients/families about hospice services; provide 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 coordinate and communicate with 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.
• Support patients, families, and admission nurses during the admission process.
• Coordinate with VITAS team for patients who readmit to the hospital/ER (VITAS revocations).
• Create, develop, and sustain consultative relationships in assigned accounts and other potential referral sources, 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 as a vehicle for success, using daily CRM tool to capture account needs 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.
• 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 staying current with changes in the healthcare field.
• Proactively apply coaching feedback from direct manager to improve various skillsets.
• Work cohesively and leverage opportunities with VITAS team members: VITAS Admissions Team, VITAS Sales Team, VITAS Medical Director & Team Physicians, Team Managers, PCAs, Sr. Leadership.
• Attend team meetings at least twice per quarter.
• Timely completion of administrative duties: expense reports, payroll entry, other administrative actions by required times.
• Effective in professional verbal, written, and electronic communication.
• Perform related duties as required.

Requirements

• 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.
• Demonstrate examples of critical thinking and create solutions.
• Past military service a plus.
• Experience with volunteer organizations 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 territories, 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.
• Able to work outside of normal business hours (8-5), evenings, and weekends as needed.
• Ability to learn and apply a CRM tool and proficient in Outlook, Word, Excel, PowerPoint, iOS devices.
• Develop clinical knowledge base to support effective care transitions to VITAS for hospice-eligible patients.
• Integrity and customer/patient focus: ethical, moral conduct, customer service.
• Reliable transportation.

Qualifications

• High school diploma required or equivalent.
• Associate or bachelor’s degree preferred.

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.