Account Manager, NHTD/TBI

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Title: Account Manager, NHTD/TBI

Reports To: Director of NHTD/TBI Services

Classification: Exempt

Supervises: N/A

JOB SUMMARY:

The Account Manager, NHTD/TBI Division is responsible for developing, managing, and expanding referral relationships to support the growth of the Nursing Home Transition and Diversion (NHTD) and Traumatic Brain Injury (TBI) Waiver Programs. This role serves as the primary liaison between Always Compassionate Health and referral partners, including Regional Resource Development Centers (RRDCs), hospitals, rehabilitation facilities, skilled nursing facilities, Managed Care Organizations, Health Homes, Care Management Agencies, and community organizations.

The Account Manager is responsible for generating qualified referrals, maintaining strong professional partnerships, facilitating successful participant enrollment, and collaborating with internal teams to ensure timely service initiation and exceptional participant experiences.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop, maintain, and expand relationships with referral sources supporting the NHTD and TBI Waiver Programs.
• Serve as the primary point of contact for assigned referral partners, ensuring consistent communication, responsiveness, and exceptional customer service.
• Identify and cultivate new referral opportunities with hospitals, rehabilitation centers, skilled nursing facilities, Health Homes, Care Management Agencies, Managed Care Organizations, physicians, behavioral health providers, independent living centers, and other community organizations.
• Conduct regular in-person and virtual meetings with referral partners to educate stakeholders on Always Compassionate Health's NHTD/TBI services and referral process.
• Promote community-based waiver services that support individuals transitioning from nursing facilities or remaining safely in their homes.
• Collaborate closely with Intake, ILST staff, Service Coordinators, Operations, and Clinical teams to facilitate timely participant admissions and service implementation.
• Monitor referral pipelines, participant admissions, conversion rates, and census growth while maintaining established performance metrics.
• Follow referrals throughout the intake and enrollment process, proactively addressing barriers to admission or service delivery.
• Resolve referral partner, participant, or caregiver concerns professionally while maintaining strong ongoing relationships.
• Maintain a comprehensive understanding of NHTD and TBI Waiver eligibility requirements, service offerings, Medicaid regulations, and program guidelines.
• Monitor market trends, competitor activity, referral patterns, and community needs, providing recommendations to leadership for continued program growth.
• Represent Always Compassionate Health at community events, provider meetings, discharge planning conferences, networking opportunities, and educational presentations.
• Maintain accurate documentation of referral activity, account interactions, outreach efforts, and business development initiatives within agency systems.
• Meet or exceed monthly, quarterly, and annual referral, enrollment, and revenue goals.
• Perform other duties as assigned.

Qualifications/Education:
 

• Bachelor’s degree in healthcare administration, Social Work, Human Services, Business Administration, Nursing, or a related field preferred.
• Licensed Practical Nurse (LPN), Registered Nurse (RN), LMSW, LCSW, or another healthcare-related licensure preferred.
• Minimum of 2 years of experience in healthcare marketing, community outreach, business development, account management, waiver services, home care, or care management.
• Experience with New York State NHTD and/or TBI Waiver Programs strongly preferred.
• Demonstrated success building relationships within hospitals, rehabilitation facilities, nursing homes, Managed Care Organizations, Health Homes, or community agencies.
• Strong understanding of Medicaid waiver programs, long-term services and supports (LTSS), home and community-based services (HCBS), and care coordination preferred.
• Proven ability to achieve growth targets in a commission-driven or performance-based environment.
• Excellent communication, presentation, networking, and relationship-building skills.
• Strong organizational, time management, and problem-solving abilities.
• Proficiency with Microsoft Office Suite and CRM/database systems.

Requirements: