The Director, Client Relations will supervise applicable Client Relations staff. Experience Requirements The Director, Client Relations must have at least 5 years of professional business development experience in an allied healthcare organization, with a strong preference for experience in a hospital, long term care, assisted living, in home care, or pharmaceutical environment. Interest, knowledge and a passion for the hospice and palliative care field is preferred. Other equivalent business de... more details
It’s inspiring to work with a company where people truly BELIEVE in what they’re doing!
When you become part of the Chapters Health Team, you’ll realize it’s more than a job. It’s a mission. We’re committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success!
The Director, Client Relations cultivates and maintains professional business development relationships with key accounts and referrals sources to improve patient access to care. The Director, Client Relations works collaboratively with all divisions of Capital Caring Health to support and enhance the brand by utilizing a professional business development process, including key messages, talking points and branded materials to contribute to the highest quality patient outcomes. The Director, Client Relations also serves as a key ambassador to the public for all Capital Caring Health services.
Quality Provision of Services:
In conjunction with the VP, Business Development and Regional Executive Director, the Director, Client Relations develops, implements, and reports on a systematic plan of business development and education, within an assigned territory, designed to stimulate timely referrals, heightened broader awareness, and, ultimately, increase the number of patients served by Capital Caring Health. Collaborates with other Capital Caring Health divisions to execute the territory business plan and establish or maintain relationships with all members of the senior healthcare continuum and all other 3rd party payors, engaging Capital Caring Health leadership as appropriate and where needed. Collaborates with other Capital Caring Health divisions to execute the territory business plan and establish or maintain relationships with all other potentially high-yield civic, business and faith-based organizations, engaging Capital Caring Health leadership as appropriate and where needed. Identifies and facilitates opportunities to develop new hospital and long-term care facility contracts, engaging Capital Caring Health leadership as appropriate and where needed. Works collaboratively with all Capital Caring Health divisions to orient and educate all referral sources, on how to best determine why, when, and how to utilize Capital Caring Health services, including physician billing procedures to increase patient access, engaging Capital Caring Health leadership as appropriate and where needed. Utilizes the current customer relationship management (CRM) software or documentation process to maintain account profiles, producing regular reports regarding market activity and results in a timely fashion. Supports and participates in Capital Caring Health online and social media activities as determined necessary by Capital Caring Health leadership and the Marketing and Communications Department. As a back-up to the front-line Start of Care Team, demonstrates competence to conduct consent signing, meeting all-staff documentation requirements when and as determined necessary by Capital Caring Health leadership. Supports the facilitation of cause-related community events to foster positive community relationships, nurture professional and community volunteers, generate ownership and understanding of our nonprofit mission, and deliver philanthropy dollars. Identifies and engages with Healthcare Community Advisory Councils within their territory to establish Capital Caring Health as an industry thought leader.
Organization/Regulatory Compliance:
Ensures confidentiality of patient, client, business and donor information and always maintains professionalism. Seeks out and participates in professional growth, educational and networking opportunities that foster personal and organizational compliance through business development efforts. Meets or exceeds defined referral, admission and census goals. Works with the Capital Caring Health CRM or documentation system to keep all accounts and contacts, business development notes and expenses updated and immediately available for organizational use and compliance.
People/Communications:
Collaborates with all divisions of Capital Caring Health to implement the Integrated Marketing and Communications Plan, leading the external business development efforts. Represents Capital Caring Health providing responsive, courteous and respectful communication, exhibiting excellent service for all Capital Caring Health relationships. Provides support and facilitates service recovery efforts collaborating with all other Capital Caring Health divisions to execute a plan for success engaging Capital Caring Health leadership as appropriate and where needed. Effectively plans and delivers positive, professional presentations that are brand-approved by Capital Caring Health Business Development and Marketing leadership. This includes wearing appropriate business attire, using professional language, and being courteous, through a professional business development market approach.
Financial Stewardship:
Achieves productivity standards as defined by the organization and in alignment with best practices to achieve an appropriate return on investment (ROI). Is always prudent in the use of Capital Caring Health resources. Seeks creative ways to achieve better and higher quality results economically, after obtaining business development and operational leadership approval.
The above statements are intended to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.
Supervisory Responsibilities:
The Director, Client Relations will supervise applicable Client Relations staff.
Experience Requirements
The Director, Client Relations must have at least 5 years of professional business development experience in an allied healthcare organization, with a strong preference for experience in a hospital, long term care, assisted living, in home care, or pharmaceutical environment. Interest, knowledge and a passion for the hospice and palliative care field is preferred. Other equivalent business development experience working in the post-acute environment and/or with payor source environments will be considered.
Education Requirements:
A Bachelor’s Degree in Business, Marketing or related field is strongly preferred, but not required. Documented equivalent healthcare industry business development experience may also be considered.
Required Certificates and/or Licenses:
N/A
Overall Skills:
The ability to demonstrate excellent oral and written communication skills, in English, as well as an ability to organize and manage duties of the position within a defined timeframe and budget as required; work both independently and contribute as part of a team demonstrating excellent interpersonal and collaborative communication skills, organizational skills and the ability to manage multiple tasks to execute a territory business development plan; demonstrate a strong work ethic, present well, and have an ability to communicate effectively with various levels of management, peers, vendors, and the public, within their market.
Physical/Mental/Emotional Skills:
The ability to see, hear, grasp, lift, speak, sit and walk or otherwise perform essential functions of the position with or without reasonable accommodations; have the mental and emotional ability, and maturity to work with death and the dying; possess customer service skills and flexibility to work with individuals under stress, in a fast paced and quickly changing environment, while under pressure to meet deadlines, and effectively recognize and appreciate diversity in the workplace.
Technological Skills:
The ability to demonstrate proficiency with Microsoft Word, Excel, Power Point, Outlook and/or other similar software packages and an appropriate CRM suite used to manage business development contacts and relationships.
Reasoning Ability:
The ability to apply common sense understanding to carry out instructions furnished in written or oral form and deal with problems involving several concrete variables in standardized situations.
This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy.
