Client Relations Executive

For over 45 years Pathways has been a Bay Area pioneer, leader, and innovator in Hospice, Home Health and Palliative Care. We provide care at home or in settings such as assisted living, a nursing home, or the hospital. We have offices in Sunnyvale, South San Francisco, and Oakland. Patients and their families know us for our personalized, high-quality care, delivered with empathy, kindness, and respect.

TITLE: Client Relations Executive - Hospice (Sales)
OFFICE LOCATION: South SF
TERRITORY: San Francisco County
SCHEDULE: Full Time
SHIFT: Days and some weekends

The posted compensation range of $114,000 - $134,700 (annual salary) is a reasonable estimate that extends from the lowest to the highest pay Pathways Home Health & Hospice in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. Pathways Home Health & Hospice may ultimately pay more or less than the posted range as permitted by law.

POSITION SUMMARY: The Hospice Client Relations Executive (CRE) makes essential contributions to the achievement of the organization’s objectives as a field-based business development representative, consistently meeting the volume expectations for referrals and admissions. The CRE is expected to travel to various referral sources and potential patients and communicate Pathways Hospice services, patient criteria and agency policies to secure appropriate contracts for patient care. The position maintains and grows current market share and grows new sources of business sufficient to support the branch’s business plan. This position will work with the Director, Business Development; Regional Vice President, Market Development; or Vice President, Sales and branch Director, Operations to develop and execute specific strategies and tactics to achieve revenue targets, patient experience and profitability goals.

AREAS OF RESPONSIBILITY:

1. Supports Pathways’ mission to exceed the expectations of our customers, associates, and shareholders in the delivery of health care and support services in a way that a caring family provides. Supports Pathways’ values, strategic goals and high standards of customer service. Consistently lives People First Behaviors. Follows the policies and procedures of the organization.
2. Adheres to the Corporate Compliance Program, including confidentiality of HIPAA protected health information.
3. Must meet or exceed established monthly admission target(s) as provided by their supervisor and determined by the branch monthly budget.
4. Identifies and qualifies health care relationships within regional territory with a focus on skilled nursing facilities, assisted living communities, Community Based Residential Facilities, physicians and other health care providers and hospital systems as a source of referrals and admissions. The CRE is expected to make at least (tbd) site visits each month to various health care providers and (tbd) telephone calls each month to health care providers to expand the group of referral sources and sources for admissions.
5. Develops and maintains relationships with key customer sources through regular contact and follow-up procedures.
6. Acts as the key contact for client troubleshooting and conflict resolution.
7. Responsible for developing and working a yearly business plan for the region that includes strategies for exceeding established budgets and goals.
8. Develops and maintains accurate data on customer relationships within RSL on each key referral source to provide client information needed to build strong ties and deliver customer satisfaction.
9. Communicates to branch(es) on a daily basis to give and receive vital client information.
10. Completes reports detailing field activity and results on a weekly basis.
11. Represents Pathways in relevant professional organizations and in the community.
12. Assists in proposal preparation and presentation.
13. Analyzes and makes recommendations for contracts.
14. Assists with educating the community about services.
15. All other duties as assigned.
16. Hospice CRE(s) follows referral of a patient to Pathways, assists facility discharge coordinators in coordinating quality home care services for clients in the following manner:
1. Effectively communicates with appropriate disciplines involved in the care of potential home care clients, and provides information and recommendations to Pathways staff.
2. Develops professional working relationships with health care providers and facilities, generating an open flow of information and support of home care goals; provides value added counsel, teaching and resourceful problem solving.
3. Available to all discharge planners, physicians, other personnel and clients to 1) analyze eligibility for hospice and provide general guidance in determining if a patient would benefit from hospice services.
4. To ensure that patients receive the right care that addresses their needs, only a registered nurse, licensed vocational nurse, medical social worker, chaplain, or counselor can complete a patient’s “election of hospice, informed consent, completed signatures, and counsel on the election of hospice to a patient, patient’s family, or patient’s representative.”

QUALIFICATIONS:

• Health care professional credential, Bachelor’s degree or comparable business experience required.
• Minimum of one year of related sales experience, preferably in a health care/medical field or patient transportation.
• Excellent sales, customer service and persuasive abilities; ability to build trusting relationships and gain commitment for referrals.
• Excellent communication skills, both verbal and written.
• Strong knowledge of computer-based applications, including Microsoft Office applications (Excel, Word & PowerPoint) and territory management systems.
• Excellent time management, organizational, administrative and presentation skills, as well as the ability to work independently and interdependently, to interact with all levels of staff and management, set priorities, manage multiple demands effectively and use good judgment.
• Excellent interpersonal skills with diverse customers and staff. Must be highly articulate and capable of communicating effectively with groups and individuals verbally and in writing, with strong presentation skills and ability to interact with all levels of staff and management using superior interpersonal and influencing skills. Communicates with optimism about the future.
• Ability to travel, valid driver’s license, auto liability insurance coverage according to company policy.