Job Category:

Marketing / Communications

Work Shift/Schedule:

8 Hr Morning - Afternoon

Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

About the Role:

Job Summary

The Community Outreach Specialist responsibilities include providing strategic insight and planning for regional growth and development for the hospice and in-home palliative care service lines, including inpatient hospice, in-home hospice and in-facility hospice. The Community Outreach Specialist acts as a liaison between Hospice and In-Home Palliative Care and their customers, working to educate customers on the services offered by hospice and in-home palliative care and how we can partner with them to provide the best care for their patients. Customers include physicians and advanced practice providers, case managers, referral specialists, skilled nursing facility and assisted living facility personnel, and any other entity responsible for directing referrals to NGHS for health care and hospice needs. Primary duties are to grow referral volumes within the 14-county region we serve with emphasis on customer satisfaction, retention and growth using statistical analysis to identify possible referrals. The Community Outreach Specialist is also responsible for closing the loop between issues and resolutions, utilizing the most appropriate clinical/operations personnel to help facilitate resolutions in the most efficient manner. The Community Outreach Specialist often serves as the primary contact between the region and NGHS. The ultimate goal is generation of revenue and increased ROI.

Minimum Job Qualifications

• Licensure or other certifications:

• Educational Requirements: Bachelor's Degree

• Minimum Experience: Three (3) or more years experience in field sales/marketing/outreach and/or provider/customer relations.

• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications:

• Preferred Educational Requirements:

• Preferred Experience: Experience in physician sales or healthcare industry preferred

• Other:

Job Specific and Unique Knowledge, Skills and Abilities

• Ability to communicate effectively with patients, family members, referral sources, community contacts, and at all levels of the organization

• Demonstrates knowledge of and maintains and supports Northeast Georgia Medical Center's vision, value, standards, policies and procedures, confidentiality standards and code of ethical behavior

• Exceptional interpersonal skills, to include both verbal and written communication techniques

• Ability to create a successful and meaningful public relations strategy for assigned territory

• Strategic minded with the ability to work both independently and as a member of a team

• Exceptional time management skills with a strong work ethic and superior analytical and problem-solving skills

• Ability to work under stressful conditions in meeting deadlines and the needs of referral sources

• Working knowledge of Hospice and In-Home Palliative Care regulations and guidelines

• Proven mentorship and leadership capabilities

• Demonstrates commitment, professional growth and competency.

Essential Tasks and Responsibilities

• Identifies opportunities for strategic alliance among key industry personnel, including but not limited to physicians, advanced practice providers, referral specialists and case managers.

• Evaluates affiliations and options to expand networks and increase alignment.

• Integrates the use of Trella data into decision making and marketing process.

• Effectively utilizes resources and monitors own ROI and productivity.

• Conducts ongoing detailed territory analysis to identify strategic growth opportunities within their assigned geographic area. Keenly aware of both medical/clinical opportunities as well as regional sensitivities to NGHS' presence in the community.

• Provides Hospice and In-Home Palliative Care leadership with competitive market intelligence to identify vulnerable regional markets as well as identify competitive threats to NGHS and/or Hospice of NGMC.

• Is an integral part of developing, marketing and supporting Hospice and In-Home Palliative Care Programs, such as We Honor Veterans, Vet-to-Vet Cafes and Camp Braveheart.

• Helps to ensure a smooth transition into Hospice or In-Home Palliative Care, providing support to the patient, family and the referring provider.

• Identifies and facilitates development of educational/clinical programs for regional referral sources to include hospitals, physician practices and other health related entities to support and offer best practices to enhance existing referral base. Works closely with those facilities to increase the quality of care given to any patient within the entire Northeast Georgia region. 

• Reports milestones and obstacles timely to Hospice Operations Manager.

• Serves as a primary point of contact for Hospice and In-Home Palliative of NGMC.

• Identifies problems and provides complete customer satisfaction by working closely with the appropriate service line leaders and other clinical experts who can facilitate resolution.

• Consistently applies LEAN principles to plan, problem solve, improve processes and develop standard work.

• Serves as a mentor to other outreach or service line representatives at NGHS.

• Responsible for timely productivity reports of activity, tracking and trending volumes and development of action plans to rectify issues and show present and future ROI.

• Demonstrates the ability to work independently in the field and drive new business while maintaining current relationships and providing superior customer service.

• Collaborates with the leadership team, the Access Center Coordinator and clinical staff to develop a detailed territory analysis and implement a strategic business plan to increase admissions, average length of stay and grow within a given service area.

• Maintains a public relations strategy within assigned service area, developing positive relationships with physicians, discharge planners, facility and hospital staff, agencies and other providers to facilitate referrals.

• Helps establish systems and generate and disseminate reports, measuring the impact of strategic initiatives on referrals/admissions for priority service lines. 

• Is actively involved in multiple community organizations as well as local networking groups within service area.

• Exhibits the ability to recognize problems, identify solutions and develop a plan to ensure that these issues can effectively be resolved and avoided in the future.

• Maintains knowledge of contracting with long term care facilities, assisted living facilities and personal care homes, coordinating the review and signatures of new contracts and addendums.

• Works with the organization's public relations team to optimize branding and information on hospice website and develops and customizes provider contact databases.

• Participates in meetings, including Public Relations, All Staff, QAPI, Strategic Planning and others as assigned. Collaborates with regional development team on a regular basis to share information about customer base and territories.

• Works to maintain and improve knowledge of hospice and palliative care services, customers, referral services, competitor data, legislative issues and national initiatives through research and industry publications and shares this information with leadership and business development team.

• Participates as requested in patient care coordination meetings with facilities.

• Has ability to be flexible in work hours as necessary.

• Performs other related duties as assigned or requested.

Physical Demands

• Weight Lifted: Up to 30 lbs, Occasionally 0-30% of time

• Weight Carried: Up to 30 lbs, Occasionally 0-30% of time

• Vision: Moderate, Frequently 31-65% of time

• Kneeling/Stooping/Bending: Occasionally 0-30%

• Standing/Walking: Frequently 31-65%

• Pushing/Pulling: Occasionally 0-30%

• Intensity of Work: Frequently 31-65%

• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding, Driving

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals. 

NGHS: Opportunities start here.

Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.