POSITION SUMMARY

The Access Coordinator/Community Liaison is a field-based business development representative, responsible for meeting the volume expectations for referrals and admissions; establishing and maintaining relationships with referral sources; effectively prioritizing accounts and developing strategic plans to successfully manage and grow accounts. The Community Liaison implements the strategic goals set forth by the senior management team, builds relationships, and maximizes the highest level of customer service with referral sources. The Community Liaison identifies current and potential referral sources and educates, nurtures and develops relationships in a defined market. The Community Liaison is responsible for creating and executing a plan for market growth to include sources such as hospital systems, physicians, discharge planners, rehabilitation centers, and other healthcare providers.

QUALIFICATIONS

Education: A Bachelor's Degree in a behavioral health area, marketing, business or equivalent combination of education and experience.

Experience:

• Minimum of two (2) years' experience in health care business development/marketing environment with measurable results
• Experience with Customer-Oriented Selling techniques and practices.
• Experience working pro-actively with both internal and external customers to build solutions to service issues, concerns and problems.
• Experience building long-term professional relationships in the behavioral health community that focus on customer satisfaction.
• Knowledge of psychiatric and chemical dependency treatment principles and behavioral health care delivery systems across Washington.
• Experience using computers and software programs for marketing, record keeping and performance measurement purposes.

Licensure: Must have a valid driver's license and clean driving record.

PROJECT COORDINATOR RESPONSIBILITIES

1. Incorporate tele-assessments into call center workflow.
2. Identify barriers to making referrals and/or gaining access to services.
3. Track and trend conversion rate and turn-around time for admissions process (Business Development analytics).
4. Refine and/or revise current reporting systems.
5. Educate community and referral sources on Inland Northwest Behavioral Health's family of services, focusing on the continuum of care, outpatient services and tele-health services.
6. Coordinate social media that focuses on clinical aspects of outpatient tele-health services, including website revision and enhancement.
7. Assist referral sources with tele-health process implementation.

COMMUNITY LIAISON RESPONSIBILITIES

• Foster the team concept across departments and among colleagues in all projects and endeavors.
• Maintain current awareness of changes in the industry through self-education, peer education, and professional and community involvement for the betterment of this position and the hospital.
• Develop an account management list to maintain current account information and update as required.
• Continuing Education program administration, including maintaining CEU certifications and seeking out presenters and co-sponsors for CEU events and cross-promotional campaigns.
• Develop new accounts and markets in the provider and referral source communities, including; employer EAPs, hospitals, county MH agencies, physicians/licensed practitioners and managed care market segments, and as directed by the Director of Business Development.
• Develop a designated number of qualified business development contacts per week, which will achieve the overall business development goals and objectives.
• Contact all primary accounts through personal visits, telephone calls, e-mail and letters/mailers on an ongoing basis, developing and encouraging a relationship of strong communication, mutual trust and customer service with all active accounts.
• Participate in the evaluation and analysis of facility statistics and provide recommendations to overall business planning strategies as appropriate.
• Attend scheduled department meetings to provide the Director with timely reports on month-end reviews, client servicing schedules, customer sales forms, and other reporting requirements.
• Attend in-house planning and development committee meetings, as requested.
• Adhere to facility, department, corporate, personnel and standard policies and procedures.
• Attend all mandatory facility in-services and staff development activities as scheduled.
• Adhere to facility standards concerning conduct, dress, attendance and punctuality.
• Support facility-wide quality/performance improvement goals and objectives.
• Maintain confidentiality of facility employees and patient information.

Note: The essential job functions of this position are not limited to the duties listed above.

KNOWLEDGE, SKILLS, AND ABILITIES

THIS SECTION DESCRIBES WHAT KNOWLEDGE, SKILLS AND ABILITIES AN EMPLOYEE IN THIS POSITION SHOULD CURRENTLY POSSESS. THIS LIST MAY NOT BE COMPLETE FOR ALL KNOWLEDGE, SKILLS AND ABILITIES REQUIRED FOR THIS POSITION.

• Knowledge of basic business development and marketing concepts.
• Knowledge of behavioral health care market in Washington.
• Knowledge of key internal/external health care environments.
• Demonstrate above average problem-solving skills.
• Effective and excellent verbal and written communication skills.
• Knowledge of computers and software programs.
• Knowledge of and experience managing social media campaigns.
• Demonstrate superior customer service skills to external and internal customers.
• Skill in organizing and prioritizing workloads to meet deadlines.
• Skill in telephone etiquette and paging procedures.
• Ability to manage one's own meeting and appointment schedule.
• Ability to work occasional weekends and evenings for special meetings and/or events.
• Ability to interpret and communicate data from statistical reports.
• Ability to communicate effectively with patients, co-workers, and referral sources.
• Ability to adhere to safety policies and procedures.
• Ability to use good judgment and to maintain confidentiality of information.
• Ability to work as a team player.
• Ability to demonstrate tact, flexibility, resourcefulness, patience and dedication.
• Ability to accept direction and adhere to policies and procedures.
• Ability to recognize the importance of adapting to the various patient age groups (adolescent, adult and geriatric).
• Ability to work in a fast-paced environment.
• Ability to meet corporate deadlines.
• Ability to react calmly and effectively in emergency situations.

PHYSICAL, MENTAL, AND SPECIAL DEMANDS

THIS SECTION DESCRIBES HOW AN EMPLOYEE IN THIS POSITION CURRENTLY PERFORMS THE FUNCTIONS OF THIS POSITION. MODIFICATIONS TO THE MANNER IN WHICH THIS JOB MAY BE PERFORMED WILL BE REVIEWED ON A CASE BY CASE BASIS.

• Ability to work a 40-hour work week. Some occasional evening and weekend hours required for events, conferences, and extra marketing calls.
• Ability to sit for long periods, up to 8 hours.
• Ability to use both hands in fine manipulation of small tools (copier, computer, telephone, calculator and facsimile machine).
• Ability to push and pull up to 20 pounds (file drawers, computer paper boxes).
• Ability to see well enough to read handwritten and typewritten materials.
• Ability to hear and speak well enough to communicate over the telephone and in front of audiences.
• Moving requires lifting, pulling and stooping.
• Ability to carry and operate a cell phone.
• Ability to operate a motor vehicle and to drive.
• Ability to handle a variety of repetitive tasks.
• Ability to see well enough to read handwritten and typewritten materials.