Senior Navigator | Centennial Hills Rehab

Senior Navigator

Under the direction of the Director of Business Development (DOBD), assists in the training and management of the business development team to include clinical liaisons, physician liaisons, and other individuals as directed. Provides marketing support to clinical liaisons and other business development team members at various hospitals and clinics as needed for sales presentations. Cultivates referral relationships, manages assigned territory, and makes sales contacts as well as analysis of referral and admission data from assigned territory. Works collaboratively with business development team members including the Director of Admissions and admission staff, and well as nursing and other internal and external staff to facilitate the referral conversion. Able to perform patient evaluations for admission to Post Acute Medical. Provides feedback and recommendations for program development and quality improvement initiatives related to customer service, the referral and admission process and patient and referral source satisfaction. Develops and maintains excellent relationships to all stakeholders including prospective patient, family members, physicians, ICU and floor nurses, discharge planners, case managers and payer representatives. Performs other related duties as assigned or requested. This is an exempt position.

RESPONSIBILITIES

Management / Supervision

• Effectively serves an extension of the DOBD in the field: Assisting clinical liaisons with marketing presentations, provides ongoing sales training to new and current clinical liaison team members, assists in the development of overall department marketing plans and strategies.
• Orients patient and/or family to facility services, including length of stay. Educates, supports and serves as a resource to family members of current, past and potential patients.
• Communicates with facility admissions department and facility administrator on a daily basis to optimize census management and case finding strategies.
• Follows-up on all medical denials in person to re-evaluate potential for admission.
• Conducts exit interviews with patients prior to discharge from the Post Acute Medical hospital or confers with hospital management after interviews to ensure feedback is obtained.
• Conducts follow up visits with referral facilities to ensure satisfaction and service levels were met.

Education

• Identifies and educates new referral sources to Post Acute Medical programs and services.
• Assesses and conveys stakeholder needs. Establishes and maintains strong relationships with providers through ongoing assessment and servicing of their client’s rehabilitation/LTAC needs.
• Schedules educational inservices to educate referral services about Post Acute Medical programs and services; works closely with the PAM admissions department and Director of Business Development to achieve targeted census goals and meet assigned objectives on a weekly, monthly and quarterly basis. Communicates clearly, concisely and accurately.
• Provides or arranges educational presentations to referral sources (physicians, discharge planners), families and to the community members as requested.
• Coordinates and schedules professional, family and/or potential patient tours of all facilities.
• Gathers information on health care providers in the Post Acute Medical service area and forwards to management, including opportunities for contracting with managed care companies and providers.

Public Relations

• Drafts press releases, coordinates media events, and advertising through the DOBD.

Pre-Admission Assessment

• Displays knowledge of both inpatient rehabilitation and long term acute care admissions criteria for pre-assessment analysis.
• Coordinates and completes on-site pre-admission assessments on potential patients unless geographically prohibitive or competitive time of admission will not allow. In the assigned market uses the fast track process to facilitate referral conversions. Completes phone/FAX assessments if geographically prohibitive. Documents pre-admission assessments legibly, accurately, and completely in the approved format.
• Reviews medical record of referred patient and identifies all aspects related to pre-certification financial coverage and admission criteria. Serves as a liaison to the Admissions office for insurance companies and provides clinical information to obtain pre-certification from payers.
• After reviewing medical record and interviewing patient/family, obtains facility admission information to support the admission process; makes a recommendation regarding acceptance or denial and communicates status of admission to referral source as directed by the admissions department.
• Enters assessment data on the contact database (Upshot) and ensures accuracy of pre-admission information for evaluation purposes.
• Initiates FIM scoring based on record review and patient observation.
• Evaluates social supports and initiates discharge planning process.
• Assists in the development of new programs and services through ongoing assessment of the needs of professionals, families, and patients.
• Remains current on new programs and services in the Post Acute Medical System through frequent communication and facility visits.

Documentation Reporting

• Effectively and efficiently maintains contact management database (Upshot) to support Fast-Track admission process and system analysis of market trends for CARF requirements.
• Provides periodic verbal/telephone/email update on activities and market trends as requested.
• Maintains a resource library of articles and information for distribution to professionals, community members, families and potential patients to assist them in understanding rehabilitation and the various disability groups served.

Customer Service

• Maintains the highest level of customer service via courtesy, compassion and positive communication.
• Promotes the Mission and Vision of Post Acute Medical within the work environment and community.
• Respects dignity and confidentiality by adherence to all applicable policies and procedures.

Health and Safety

• Works in a manner that promotes safety; wears clothing appropriate to the performance of the job.
• Participates in OSHA required training.
• Follows universal precautions as appropriate for position; complies with Employee Health requirements for continued employment.
• Reports unsafe practices to management.
• Knows own role in case of an emergency.

QUALIFICATIONS

Education and Training: Degree from an accredited college or university in a health field, preferably nursing. Current licensure in nursing or therapy is preferred. Prior marketing and/or rehabilitation/LTACH experience preferred.

Experience: Minimum of seven years experience in healthcare marketing.

Knowledge, Skills, and Abilities:

• Effective management and training skills related to marketing, sales and territory management.
• Excellent clinical and assessment skills.
• Effective presentation and training skills.
• Excellent written and oral communication skills.
• Effective crisis management skills, with demonstrated facilitation and problem solving experience.
• Effective team leadership skills.
• Knowledge of PPS payment/reimbursement systems.
• Knowledge of patient rights and commitment to patient advocacy.
• Ability to collect, documents, and analyze data.
• Word processing and data entry skills.
• Network access to community, state, and national resources and health services organizations.
• Excellent relationship management skills with referral sources and physicians.

ABOUT US

PAM HEALTH (PAM) based in Enola, Pennsylvania, provides specialty healthcare services through more than 70 long-term acute care hospitals and physical medicine and rehabilitation hospitals, as well as wound clinics and outpatient physical therapy locations, in 17 states. PAM Health is committed to providing high-quality patient care and outstanding customer service, coupled with the loyalty and dedication of highly trained staff, to be the most trusted source for post-acute services in every community it serves. Its mission is to serve people by providing compassionate, expert care, and to support recovery through education and research.

Joining our PAMily allows you to work in a collaborative environment with colleagues and leadership with exposure to a variety of patient care levels. Aside from our competitive pay, generous paid benefit time, and excellent insurance options, you will also have opportunities for professional growth through our Education Advancement Program.

We are excited to learn more about you and hope that you consider joining us on a shared mission to improve the lives of others by being an integral part of our We Care Program. Please take a moment to visit us online at www.PAMHealth.com for a comprehensive look at how we're able to positively impact our local communities.

PAM Health does not discriminate and does not permit discrimination, including, without limitation, bullying, abuse or harassment, on the basis of actual or perceived race, color, religion, national origin, ancestry, age, gender, physical or mental disability, sexual orientation, gender identity or expression or HIV status, or based on association with another person on account of that person's actual or perceived race, color, religion, national origin, ancestry, age, gender, physical or mental disability, sexual orientation, gender identity or expression or HIV status.