Senior Director Hospital and Patient Services

Purpose and Scope

Represents Hospital & Patient Services Management (HPS) team at a national level to senior leadership. Provides leadership, direction, oversight and coaching of field-based HPS staff who serve as the local admissions presence in their respective territories. Directs the strategic initiatives relative to the market development activities of assigned HPS team. Ensures seamless integration of division and corporate growth goals. Ensures compliance of staff to company policy and procedures; and state and federal regulations governing the activities associated with the marketing of healthcare services.

Principal Duties and Responsibilities

• Collaborates with management and senior leadership to develop and execute the strategic direction and marketing plan to support division operations and achieve growth.
• Will be assigned to work in at least one of the following areas: Product Management, Marketing Team Liaison, Sales Operations Liaison, Performance Training Liaison, Case Management Conference Liaison.
• Provides direction and oversight of marketing activities including assessing management's performance in conveying admission and therapy services, recommending service offerings, recommending areas for expansion, and providing direction to team in attainment of goals for acute care facilities.
• Provides guidance, advice and support to team acting as the subject matter expert and resource.
• Develops the skill set of team staff through educational offerings; mentoring and guidance.
• 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.
• Optimizes field efforts by analyzing and monitoring field report to include the Call Activity, Referral and Admissions Reports.
• Coordinates with Patient Admission Services (PAS) to hold monthly or bi-weekly meetings between Account Management and PAS staff to review SWOTs.
• Implements appropriate actions to improve operational processes related to the admissions process.
• Ensures a strong communication process between PAS Patient Intake Coordinators, Manager, HPS, facility and other support staff.
• Utilizes formal customer satisfaction surveys and informal customer feedback to coach staff and improve systems and processes.
• Responsible for growing the business by taking proactive steps in the development of programs to market admissions office services.
• Educates physicians and other referral sources about the patient intake and admission processes.
• Leads the department in the role as liaison between staff and physicians.
• Ensures the operations of the Hospital & Patient Services marketing functions meet policy and procedure performance metrics, quality improvement program standards, and the requirements of company laws and regulations and standards.
• Maintains current knowledge regarding industry best practices.
• Evaluates, identifies, and recommends systems and practices that would enhance and improve marketing of the admissions process.
• Manages department budget and day-to-day functions.
• Develops budgets, schedules and performance standards.
• Exercises supervision in terms of costs, methods, and staffing.
• Interacts with all levels within the organization to manage functional area.
• Overall responsibility for hiring, coaching and counseling employees, including performance reviews, disciplinary action and terminations.
• Performs other related duties as assigned.

Physical Demands and Working Conditions

This position requires approximately 50% travel. Travel between assigned facilities and various locations with the community is required. Travel to regional, Business Unit and Corporate meetings may be required. Travel to national and regional conferences may be required.

Supervision

Is responsible for the direct supervision of various levels of Hospital and Patient Services staff.

Education and Required Credentials

Bachelor's Degree; Advanced Degree preferred or an equivalent combination of education and experience.

Experience and Skills

• 10+ years' related experience or an equivalent combination of education and experience.
• 5+ years' experience as a Manager; or 5+ years' experience in a senior managerial role.
• Minimum 2 years as a Director of Hospital and Patient Services.
• Strong management skills with the ability to lead cohesive and productive teams.
• Strong interpersonal skills with the ability to communicate with all levels of management through diplomacy and tact.
• Excellent oral and written communication skills.