Serves as liaison between physicians/practices and VNSNY hospice operations to ensure the delivery of high-quality and excellent customer experience for hospice care. Identifies comprehensive solutions to streamline the referral process to support physician/practice administrative staff and improve patient referral process. Provides patient updates and education to the physician/practice to expand their utilization of VNSNY hospice and increase physician practice satisfaction. Works with leadership to evaluate referrals, admissions and outcomes to promote organizational responses that meet the needs of patients and identifies/explores future clinical initiatives. Develops strategies to retain and develop physician loyalty and champions. Acts as a resource for the integration of evidence-based care practices into protocols, policies, consultation strategies, and continuous quality improvement initiatives. Works under general supervision.
Responsibilities
Participates in the stratification and profiling of physician practices for referral potential and program growth.Works with Business Development to establish and promote ongoing collaborative relationships with physicians, NPs, nurses and administrative staff to identify needs and drive growth.Helps to develop tactical plan and executes on daily and weekly activities including Not Taken Under Care (NTUC) analysis of patients not taken under care and follow up to drive results.Serves as lead for case review; collaborates with office staff to identify barriers to care and clinical intervention solutions. Follows up with clinical operations to communicate identified barriers and recommended interventions; reports back to physician/practice team on results.Acts as primary point of contact between VNSNY hospice clinical operations for select patient populations to foster bi-directional institutional communication. Assists in customer service issues as needed.Participates in the root cause analysis of readmission or service issues; develops recommendations for quality improvement measures.Attends on site customer meetings as needed.Assists senior leadership with development of customer outcomes reporting and other analyses of clinical data and quality reporting as needed.Develops education plan for MD/Practices and coordinates communication of plan with Business Development colleagues. Utilizes Home Care Home Base CRM to create records and update daily activity and weekly reporting.Participates in special projects and performs other duties as required.
Qualifications
Licensure: License and current registration to practice as a Registered Professional Nurse in New York State or Licensed Master Social Worker required.
Education: Bachelor’s degree in Nursing or a Master’s degree in Social Work required.
Experience: Minimum of three years of clinical nursing experience required. Hospice or home care experience preferred. Experience in health care sales preferred. Exceptional customer service skills required. Demonstrated ability to engage clinical counterparts in collaborative discussions required. Strong follow up skills required, as well as the ability to manage multiple priorities. Proficiency in Microsoft Office Suite required.
Valid driver's license may be required, as determined by operational/regional needs.