Director, Hospital & Patient Services (Remote)

*Candidate must reside within the North East region of the US.

PURPOSE AND SCOPE:

• Supports FMCNA's mission, vision, core values and customer service philosophy.  Adheres to the FMCNA Compliance Program, including following all regulatory and FMS policy requirements.
• Directs the strategic initiatives relative to the market development activities of Hospital Services Specialists (HSS) and Renal Travel Consultants (RTC).
• Collaborates with Sr. Director, Hospital & Patient Services, Divisional Vice-President, Operations Support, Market Development and appropriate operations management team to establish the target markets for service expansion and product offerings in terms of marketing of admissions services to hospitals and other referral sources.
• Ensures seamless integration of division and corporate growth goals. 
• Transfers field knowledge and geographic characteristics to the Central Admissions Office and works with the Director of CAO to ensure the marketing and admissions practices are supportive of one another. 
• Develops the skill set of the Manager of Hospital & Patient Services staff through educational offerings; mentoring and guidance.
• Ensures compliance of staff to company policy and procedures; and state and federal regulations governing the activities associated with the marketing of healthcare services.

DUTIES / ACTIVITIES:

CUSTOMER SERVICE:

• Responsible for driving the FMS culture through values and customer service standards.
• Accountable for outstanding customer service to all external and internal customers.
• Develops and maintains effective relationships through effective and timely communication.
• Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Collaborates with the Senior Director, HPS to develop and execute the strategic direction for the HPS organization within the division. Develops and executes the marketing plan for the Hospital Service Specialists (HSS) or Renal Travel Consultants (RTC) to support division operations and achieve growth.
• Contributes to the achievement of division and company goals by collaborating with internal business partners to target key markets for Hospital Services Specialist and Renal Travel Consultant presence and by building relationships with referral sources.
• Provides direction and oversight of marketing activities which include, but are not limited to: assessing Manager, HPS performance in conveying the admission and therapy services available through the company to service pre-ESRD and chronic renal disease patients; recommending service offerings within markets as they relate to patient services (RTC/HSS) based on current and anticipated market need; recommending areas for expansion of TOPS programs; and providing direction to Manager, HPS and their teams in creation of service metrics for acute care facilities in reduction of length and number of hospital stays. 
• Collaborates with Senior Director, Hospital & Patient Services, VPs Operations Support and the Director of CAO to develop, implement and update HSS/RTC standard operating procedures and policies. 
• Oversees the monitoring and evaluation of operational policies and procedures including setting goals, standards and benchmarks to evaluate staff performance, and employee and customer satisfaction through satisfaction surveys; surveillance and metric reporting; trending of market penetration with reference to admissions services in hospitals and other areas within the community. 
• Monitors and evaluates Manager, HPS activities to include:
• Provides informal feedback throughout the year through scheduled observation visits made by the Director with the Manager, HPS and the HSS/RTC where the Director critiques the Manager, HPS performance in relation to the coaching and feedback for the HSS/RTC.  Formal feedback is provided through the annual performance appraisal process. 
• Manages the department staffing through the appropriate hiring, firing and disciplinary actions.
• Coordinates with the Director of CAO to hold monthly or bi-weekly meetings between HSS/RTC and the CAO staff to review strengths, weaknesses, opportunities and threats (SWOTs).  Implements appropriate actions to improve operational processes related to the admissions process. Target areas for process improvement include integration of specific requirements of physician practices or other referral entities; on-boarding of new facilities and/or physicians or their office staff to the admissions process; discussions of specific marketing initiatives impacting the admission process of the CAO; new service initiatives, such a