Market Manager

Job Description Summary

The primary role of the Market Manager, Access & Network Development is to serve as the face of the organization and to develop and maintain strong This role serves as the primary ambassador for the organization, building and sustaining strategic relationships with physicians, healthcare providers, and key referral sources to drive growth across targeted service lines and support organizational objectives. The Market Manager, Access & Network Development partners closely with medical staff and community stakeholders to strengthen referral networks, increase market presence, and generate incremental patient volume aligned with the health system’s strategic priorities.

Acting as a liaison between the organization, its clinical service lines, and the medical community, this individual cultivates strong hospital-physician and physician-to-physician relationships, identifies opportunities for collaboration, and promotes access to services that enhance patient care, provider engagement, and network development.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC004972 CHSCorp OH - OCM Outreach & Engagement

Pay Rate Type

Salary

Pay Grade

Health-32

Scheduled Weekly Hours

40

Work Shift

Job Description

This role serves as the primary ambassador for the organization, building and sustaining strategic relationships with physicians, healthcare providers, and key referral sources to drive growth across targeted service lines and support organizational objectives. The Market Manager, Access & Network Development partners closely with medical staff and community stakeholders to strengthen referral networks, increase market presence, and generate incremental patient volume aligned with the health system’s strategic priorities. Acting as a liaison between the organization, its clinical service lines, and the medical community, this individual cultivates strong hospital-physician and physician-to-physician relationships, identifies opportunities for collaboration, and promotes access to services that enhance patient care, provider engagement, and network development.

Required Skills/Abilities:

• Strong communication and interpersonal skills.

• Ability to work independently, manage multiple tasks, and meet deadlines.

• Proven written and verbal communication and presentation skills.

• PC skills including Microsoft Word, Excel, and PowerPoint.

• Proven ability to analyze and interpret data.

• Negotiation and leadership skills.

• Knowledge of the healthcare industry and hospital service lines.

• Ability to drive results through leveraging effective influence and relationship skills.

• Proven ability to be highly organized and demonstrate time management.

• Willingness to travel within the Tri-County and surrounding areas.

• Be well-versed in service recovery techniques and follow-up.

Additional Job Description

Duties

50% Relationship Management: Serves as a communication pathway for MUSC regarding referral relations with professionals to enhance customer satisfaction and strengthen relationships with referring professionals.

Success Criteria:

· Serve as the face of the organization with ongoing communication with providers and other referral sources to maintain and grow relationships. Manage and strengthen relationships to ensure satisfaction levels are met by interfacing on a monthly or frequency basis as needed.

· Share referring professional feedback with appropriate faculty and leadership regarding satisfaction with clinical services. Initiate within 24 hours of receiving feedback.

· Perform service recovery, as needed, by responding to customer service issues (including access, referral concerns, and follow-up patient communication). Document occurrence and resolution in the database. Work with appropriate parties to address concerns/needs.

· Serve on work groups, as requested, focused on quality improvement and customer satisfaction, to represent the referral market in addressing service delivery needs/enhancements.

· Attend inpatient and outpatient staff and treatment team meetings as necessary to increase knowledge of clinical programs and to foster communication between clinical services and the business development team.

25% Planning/Targeting: Accountable for the development of provider-specific strategic plans that align with organizational objectives as well as ongoing monitoring of plan with adjustments made as necessary. Annual review of plan performance and reevaluates identified provers.

Success Criteria:

· With the Business Development Director, analyze referral data to identify acquisition and retention strategies for targeted healthcare professionals and other prospective referral sources. This data includes referral volume, payor mix, prospects for new business, and market opportunities and threats that may impact referral.

· With the Business Development Director, develop sales plans to include objectives, strategies, and tactics with defined measurement tools to track the impact of initiatives. Evaluate service delivery standards (to include first available appointments and patient satisfaction) before promoting specific clinical faculty or services.

· Contribute to service line marketing plans by identifying referral relationship development strategies for inclusion in plans. Participate in service line marketing meetings or provide information to the service line Administrator and Business Development Director when requested for updates in assigned territory.

· Determine the cadence for rounding based on current referral volumes, perceived opportunities to increase utilization, and prover office satisfaction with access.

· Submit expense reports on time.

25% Execution: Direct calls on identified referral sources to identify needs and promote service line issues with timely follow-up. Work collaboratively with department directors and extended team members related to provider needs, objectives, and issue resolution.

Success Criteria:

· Achieve referral and admission targets and a specified number of phone and face-to-face contacts with assigned accounts, based on marketing plans.

· Coordinate office visits between clinical faculty and referring professionals to develop personal relationships and increase knowledge of clinical services. Provide a summary of faculty visit activity in the database for monthly reporting.

· Plan speaking/interactive engagements to share information about our organization and to further build relationships in our market.

· Develop and maintain a database of referring and prospective referring contacts. Include accurate demographic information on professional and practice or position. Contacts will be classified according to referral opportunities: acquisition, growth, and retention.

· Identify new providers and initiate a tactical plan to establish a relationship between new physicians and referring providers. New contacts should be added and classified when this list is received and contact should occur within the first month of the physician’s onboarding.

· Document all contacts with referring providers and their staff in the database. Include information regarding tactics utilized, concerns, or needs. The information documented will be included in various monthly reports.

· Share concerns expressed by referring providers with attending physicians or hospital/clinical leadership following communication with referring offices promptly. Initiate service recovery within 24 hours of receiving feedback with follow-up back to the referring physician. Document in the database.

· Quarterly reports will assess the impact of visit/contact activity with current referral activity from targeted referral sources. Review quarterly reports during quarterly meetings with the Director and Business Development team members to evaluate the effectiveness of sales planning and strategy implementation.

Education: Bachelor's degree or equivalent education and/or relevant work experience Work Experience: 7 years progressive work experience and 2 years management experience. A minimum of three years of healthcare experience working with physicians/providers, medical practice office staff, or other medical specialties or related fields.

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees