VITAS Healthcare

Hospice and palliative care provider

Health System Navigator

Account ManagementConfirmed live in the last 24 hours

Full-timeNorth Miami Beach, FL, USANo salary listedIn-person

About the Job

Requirements

A minimum of three years of experience in direct customer service or the healthcare industry is required.
Excellent presentation, negotiation, and relationship-building skills are required.
The candidate must be able to demonstrate critical thinking and create solutions.
Strong customer service, urgency, and problem-solving skills are required.
Time-management and organizational skills are required.
The candidate must be able to collaborate with a team to support a territory, build relationships, and educate customers to generate access to hospice care by building long-term business partnerships.
Strong interpersonal skills across all levels of an organization are required.
Excellent oral and written communication skills are required.
The candidate must be able to work outside normal business hours, including evenings and weekends, as needed.
The candidate must be able to learn and apply a customer relationship management tool and be proficient in Outlook, Word, Excel, PowerPoint, and iOS devices.
The candidate must be able to develop a clinical knowledge base to support effective care transitions to VITAS for hospice-eligible patients.
Integrity, ethical and moral conduct, and a focus on patients and customers are required.
Reliable transportation is required.
A high school diploma or equivalent is required.

Responsibilities

Develop and maintain relationships with contacts within assigned health systems and with patients and families, consistent with VITAS's mission and values.
Use a consultative approach to educate medical professionals, patients, and families about hospice services, meeting their needs by providing end-of-life care solutions that improve timely access to care.
Become a subject matter expert on the Medicare Hospice Benefit, VITAS service offerings, disease-specific clinical criteria, and evidence-based medicine.
Coordinate care and communicate patient status—including referral and discharge processes, hospital readmissions, and hospice revocations—to members of the assigned health system, the VITAS team, and other community and post-acute entities.
Participate in gathering information and supporting patients, families, and the admission nurse through the admission process.
Support accounts, patients, and families when they readmit to the hospital or emergency room by coordinating care with the VITAS team.
Use direction and judgment to create, develop, and sustain consultative relationships in assigned accounts and with potential referral sources through effective customer contacts and customer service.
Resolve customer feedback by investigating development opportunities, developing solutions, preparing reports, and collaborating with program management on resolutions.
Use provided resources and the customer relationship management tool to support success and capture account needs and information for effective communication with VITAS team members.
Use educational tools on provided devices as customer visual aids and learning resources.
Apply training and use tools and resources when executing customer strategies with urgency.
Maintain professional and technical knowledge by reviewing professional publications, establishing personal networks, and keeping current with healthcare changes to understand the customer industry.
Apply coaching feedback from the direct manager to improve skills.
Collaborate with VITAS Admissions and Sales teams, the VITAS Medical Director and team physicians, team managers, overlapping team disciplines, patient care assistants, and senior leadership; attend team meetings at least twice per quarter.
Complete administrative duties, including expense reports, payroll entry, and other required administrative actions, on time.
Communicate effectively in professional verbal, written, and electronic formats.
Perform other related duties as assigned.

Desired Qualifications

Past military service is a plus.
Experience with a volunteer organization is a plus.
Evidence of exceeding goals or expectations on a project or in a previous job is desirable.
An associate or bachelor's degree is preferred.

Responsible for developing and maintaining relationships with the contacts within assigned health system(s) and the patients & families within that align with VITAS core mission and values.

Ability to apply a consultative approach to educate medical professionals and patients and families about hospice services; meeting customer, patient & family needs by providing end of life care solutions to improve timely access to care.

Responsible to become a subject matter expert on Medicare Hospice Benefit, VITAS service offerings, disease specific clinical criteria and evidence based medicine.
Responsible for care coordination and communication to members of the assigned health system, VITAS team, and other community / post-acute entities regarding patient status including referral process, discharge process, and hospital readmissions/ hospice revocations.
Participates in the information gathering and support of patients, families and admission nurse through the admission process.
Supports account, patients & families who readmit to the hospital/ER (VITAS revocations) by care coordinating with VITAS team.
Utilize direction and judgement in determining an approach to create, develop and sustain a consultative relationship in assigned accounts and other potential referral sources, by making effective customer contacts and exhibiting excellent customer service skills.
Resolves customer feedback by investigating opportunities for development, developing solutions, preparing reports, and collaborates on resolutions with program management.
Leverages provided resources and CRM (customer relationship management) as a vehicle for success.
Daily use of CRM tool in order to capture needs of the account and necessary information for effective communication with other VITAS team members.
Leverages educational tools on provided devices as customer visual aids and learning tools to grow knowledge.
Able to apply training and leverage tools and resources when executing strategies with customers with a strong sense of urgency.
Maintains professional and technical knowledge by reviewing professional publications, establishing personal networks and remaining current with changes in healthcare field in order to understand customer industry.

Open to and proactively applies coaching feedback from direct manager with the intentions on improvement of various skillsets.
Works cohesively and leverages opportunities with VITAS team members: VITAS Admissions Team, VITAS Sales Team, VITAS Medical Director & Team Physicians, Team Managers and overlapping team disciplines, PCAs, Sr. Leadership. Attends team meeting at least two times per quarter.
Timely completion of administrative duties: expense reports, payroll entry, other administrative actions by required times.
Effective in professional verbal, written, and electronic communication.
Perform related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Expectations/Requirements:

Minimum three years of experience in direct customer service or healthcare industry
Excellent presentation, negotiation and relationship-building skills
Participate in competitive team environment that involved individual accountably and teamwork
Able to demonstrate examples on critical thinking and create solutions
Past military service a plus
Experience with volunteer organization a plus
Evidence of exceeding goals or expectations with a project or previous job
Strong customer service, sense of urgency and problem solving skills
Time management and organizational skills
Ability to collaborate with a team to support territory, to build relationships, and educate to generate access to hospice care by building long term business partnerships
Strong interpersonal skills within all levels of an organization
Excellent oral and written communication skill
Ability to work outside of normal business hours (8-5), evenings and weekends as needed.
Ability to learn and apply a CRM tool and proficiency in Outlook, Word, Excel—PowerPoint, iOS devices
Ability to develop clinical knowledge base to support effective care transitions to VITAS for hospice eligible patients
Integrity and patient/ customer focus: ethical, moral conduct, customer services
Reliable transportation

Education:

High school Diploma required or equivalent. Associate or bachelor’s degree preferred.

Physical Requirements:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

About the Company

VITAS Healthcare

Hospice and palliative care provider

VITAS Healthcare provides end-of-life care through hospice and palliative services in 15 states. Its offerings focus on relieving symptoms and stress for patients with terminal illnesses, delivered by a multidisciplinary team of doctors, nurses, social workers, chaplains, and other specialists. The product works through comprehensive, patient-centered services including pain management, emotional and spiritual support, and coordination of care with families, Medicare/Medicaid and private insurance reimbursements funding the services. The company differentiates itself by specializing in compassionate, tailored end-of-life care across multiple states with a strong emphasis on teamwork, integrity, and excellence, rather than broad, generic medical services. Its goal is to provide high-quality, dignified comfort to patients and support for families, while maintaining financial stability and adapting to changes in the healthcare environment.

Company size: 5,001-10,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Miami, FL
Founded: 1978

Recently Posted Jobs

Explore more opportunities at VITAS Healthcare

See more jobs