Director of Community Relations & Referral Management - The Elliot VNA

Builds, establishes and maintains referral relationships with community partners and referral sources. Leads the development of a marketing and sales plan and manages execution. Coordinates and supervises sales and community education activities and community clinics. Oversight of all clinically complex referrals coming to VNA. Serves as the Clinical Resource to all home health liaisons and non-clinical referral management staff. Ensures efficient referral management process and that data required for reimbursement is received during the referral process

Position Responsibilities:

• Develops and implements a sales and marketing plan tailored to the VNA’s strategic plan and customer base.
• Reports monthly progress. Proposes adjustments in strategy as market forces change.
• Develops, produces, and provides analysis of sales and referral reports including changes in referral patterns, new contacts, outcomes, market expansion and new opportunities.
• Develops and maintains the stability of external referral relationships with hospital and insurance case managers, physicians, nursing facilities, home health & hospice providers, referral sources, community organizations and other providers.
• Provides education to key constituents regarding services and programs provided by the VNA which can support their patient population.
• Ensures excellent customer service. Identifies problems and adverse referral situations and works collaboratively with referral sources and agency staff to correct same.
• Takes a lead role in any customer service and/or quality improvement efforts derived from customer/provider satisfaction surveys or client/referral source concerns related to customer service or the referral process. Works collaboratively with Clinical Leadership to develop, customize, and package programs and services for new and existing clients, based on an understanding of the programs, the value of the programs in meeting key constituents needs, and VNA’s strategic plan.
• Works collaboratively with the Vice President, Directors/Managers on development and coordination of marketing materials, public relations, presentation of information, and sales and marketing efforts.
• Provides direct supervision to the Home Health Liaison nurses and clinic nurses. Coordinates activities, establishes goals, provides coaching and training as indicated. Provides education and mentoring to develop sales acumen. Serves as the clinical resource for all clinical and non-clinical referral management staff
• Stays current and maintains a working knowledge of regulatory and licensure rules/issues affecting the industry. Ensures compliance across the referral management process.
• Oversee the VNA transition process for all clinically complex referrals referred to the VNA and communicates in a timely manner with Director, Home Health Services for planning purposes.
• Ensures data required for reimbursement is attained at the point of referral, including face to face documentation, certifying physician, and appropriate diagnosis codes.
• Ensures the referral management department functions efficiently and meets benchmarks related to turn around of referrals and other documentation. Ensures a streamlined referral process.

Position Requirements:

• Education: Bachelor’s degree in business, marketing, or healthcare related required.
• Experience: Three (3) years of experience in sales and marketing required. Knowledge and experience in the area of healthcare related services is preferred.
• Certification/Licensure: Valid driver’s license required. NH licensure as a Registered Nurse required.