Senior Account Development Liaison

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!

Role :

The Senior Account Development Liaison is responsible for the oversight and leadership of the Account Development Liaison as well as the management of established assigned accounts.

The Senior Account Development Liaison will be responsible for educating the professional community referral sources on hospice and palliative care services, access to hospice care, and the delivery of care.

Qualifications :

• Bachelor’s degree in health, business, or related field or equivalent combination of education and experience in the healthcare environment preferred
• Minimum of four (4) years of related experience
• Minimum of one (1) year of / lead experience preferred
• Demonstrated skills and ability in fiscal accountability and communication (written, verbal, negotiation, and public speaking), interpersonal relations, customer service, problem solving, individual team motivation, planning and organizing, data analysis, conflict resolution and other leadership qualities
• Ability to lead team’s work
• Able to manage physical and emotional demands of hospice work
• Ability to remain calm and problem solve in critical situations
• Demonstrated success in providing strategic account management to large, complex accounts
• Mobile Driver - Valid driver’s license and automobile insurance per Company policy
• Must be willing and able to travel throughout the county and out of the county

Competencies :

Satisfactorily complete competency requirements for this position.

Responsibilities of all Employees :

• Represent the Company professionally at all times through care delivered and / or services provided to all clients.
• Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse.
• Comply with Company policies, procedures and standard practices.
• Observe the Company's health, safety and security practices.
• Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the Company.
• Use resources in a fiscally responsible manner.
• Promote the Company through participation in community and professional organizations.
• Participate proactively in improving performance at the organizational, departmental and individual levels.
• Improve own professional knowledge and skill level.
• Advance electronic media skills.
• Support Company research and educational activities.
• Share expertise with co-workers, both formally and informally.
• Participate in Quality Assessment Performance Improvement activities as appropriate for the position.

Job Responsibilities :

Achieves referral / admission goals and directs implementation of plans to achieve goals; monitors and assesses results;

makes recommendations for improvements.

• In collaboration with the SVP, develops growth strategies in the program area.
• In collaboration with the SVP, responsible for selecting, hiring, training, and mentoring department personnel.
• Ensures each Account Development Liaison is equipped to meet goals to grow the assigned territory.
• Provides feedback to the SVP, Sales and Marketing to assist in developing, implementing, and evaluating marketing plans to support affiliate’s patient access objectives.
• Cultivates, develops and enhances new and long-term business relationships with hospitals, physicians, nursing homes, assisted living facilities (ALFs) and other community care partners including designated key accounts to increase their knowledge of hospice / palliative care services and access.
• Develops and implements monthly and quarterly sales / education plan to achieve goals set by the Organization.
• Develops an educational plan for implementation within the assigned key accounts.
• Implements and manages the delivery of key customer programs including training, education, issue resolution, and data reporting.
• Establishes expectations and quantitative measurements to monitor and evaluate the effectiveness of educational interventions.
• Develops, maintains and monitors referral source database in CRM system. Utilizes CRM for overall programs territory management, completing all detailed documentation in an accurate and timely manner.

Ensures detailed account profiles on each key account to include, but not limited to, practice, size, patient overall demographics, referral patterns, trends, health partnership, etc.

Collects and analyzes data of referral / admission patterns from all referral sources including physicians, hospitals, ALFs and nursing homes;

makes recommendations for changes in sales plans to ensure goal achievement.

• Mentors and assists with the development of department members, incorporating routine ride alongs and observation of Account Development Liaison.
• Provides assistance with development and implementation of Account Development Liaison’s sales plans, with account management documentation and with management of Professional Relations team in establishing strong customer relationships.
• Performs other duties as assigned.

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.