Client Relations Executive Home Health

Responsibilities

JOB SUMMARY / PURPOSE

The 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 the voice of the customer. 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.

The Client Relations Executive II (CRE II), additionally, is a mentor and coach, responsible for the supervision of

assigned CRE(s) and / or Care Transition Nurse(s). The CRE II is also the voice of the customer and observes and

reports trends, changes, and new opportunities to assist CHI Health at Home with planning and executing

business growth strategies.

Depending on which business unit is assigned, Home Health and Hospice CRE(s) primary customers are skilled

nursing facilities, assisted living communities, Community Based Residential Facilities, physicians, professional

associations and organizations within the established market.

ESSENTIAL KEY JOB RESPONSIBILITIES

1. Supports CHI Health at Home’s 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.

As a member of the Catholic Health Initiatives (CHI) family, our mission aligns and supports that of our

parent health system. Supports CHI and CHI Health at Home’s 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 health 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.

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 CHI Health at Home 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. Home Health and Hospice CRE(s) Follows referral of a patient to CHI Health at Home, assists facility

discharge coordinators in coordinating quality home care services for clients in the following manner :

a. Determines patient eligibility for home care services.

b. Effectively communicates with appropriate disciplines involved in the care of potential home

care clients, and provides information and recommendations to CHI Health at Home staff. c.

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.

d. Available to all discharge planners, physicians, other personnel and clients to 1) analyze

eligibility for home care or hospice and provide general guidance in determining if a patient

would benefit from home care or hospice services and / or 2) explain Medicare and Medicaid

guidelines, insurance plan benefits, financing options, CHI Health at Home policies, etc.

Qualifications

Minimum Qualifications

Required Education

Health care professional credential, Bachelor’s degree or

comparable business experience required

Required Minimum Experience

CRE I

Minimum of one year of related sales experience, preferably

in a health care / medical field or patient transportation

Required Minimum Knowledge, Skills, and Abilities

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.

CRE II

Basic knowledge of the healthcare industry, Medicare, managed

care, insurance reimbursement and accounting practices.

Knowledge of contracting.

Demonstrated ability to effectively lead, train, develop, evaluate

and manage staff performance.

Possesses a strong belief in an organizational culture that

encourages valuing, recognizing and empowering associates and

best service excellence practices demonstrated through personal

behavior and work ethic required.

Preferred Edudcation and / or Experience

CRE I

Minimum of one year of related sales experience, preferably

in a health care / medical field or patient transportation.

Overview

Marian Regional Medical Center a 191-bed facility located in Santa Maria California is recognized as one of the Top 250 Hospitals in the Nation by Healthgrades and was awarded Best Maternity Care by Newsweek. It ranks among 10% in the nation for safety core measures in cardiac services and has the only comprehensive cancer treatment and resource program from Los Angeles to San Francisco. Marian’s beautiful mission-style facility houses the latest technology to support excellent physicians and caregivers who deliver compassionate care each and every day. Marian Regional Medical Center is a part of Dignity Health’s Southwest Division and is a member of CommonSpirit Health the largest not-for-profit health care system in the nation boasting an integrated network of top quality hospitals with physicians from the most prestigious medical schools and comprehensive outpatient services - all recognized for quality safety and service. Marian's offers Santa Maria Valley residents access to the most advanced technologies an expanded and enhanced Emergency Department Critical Care Unit neonatal intensive care unit and an array of women's services.