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Form of workPosition Summary:
Eventus WholeHealth delivers an integrated model of care to adults who reside in skilled nursing and assisted living facilities through a network of healthcare providers including Physicians, Nurse Practitioners, Physician Assistants, Medical Assistants and in-house Support Staff.
Essential Duties and Responsibilities:
The Customer Account Manager is responsible for various activities related to developing long-term relationships and ensuring the highest level of customer service with the portfolio of Assisted Living and Skilled Nursing facilities that contract for Eventus WholeHealth physician services. The position mandates a demonstrated ability to liaise between facility administration/staff and internal Eventus WholeHealth provider and support teams to ensure successful delivery of our integrated model of care. The Customer Account Manager is responsible for implementing and managing the Eventus WholeHealth Better Together Program in their assigned facilities, conducting on-boarding, in-servicing and performance review meetings as well as other duties related to ensuring complete customer satisfaction as measured by satisfaction surveys and facility retention.
Customer Service Excellence
- Lead the implementation process of new facilities from business development hand off to go-live.
- Serve as primary point of contact for assigned facilities.
- Implement Eventus WholeHealth Better Together proprietary program in all assigned facilities.
- Act as liaison between the facility and Eventus WholeHealth providers and staff members to ensure effective collaboration, delivery of integrated services and excellent customer service.
- Conduct in-person quarterly reviews with facilities and monthly telephone reviews following the Better Together program format and reporting performance against established and agreed metrics.
- Responsible for monitoring the “pulse” of facility administrators and staff to ensure early identification and escalation of any issues.
- Resolve issues as they occur following the established processes and protocols.
- Ensure Eventus WholeHealth leadership and providers are informed regarding any changes in facility administration, ownership etc.
- Additional duties as assigned.
Facility Retention and Revenue Improvement
- Retaining Eventus WholeHealth services in 100% of facilities your are assigned.
- Gaining commitment from facilities for additional services provided by Eventus WholeHealth.
- Networking within the facility to ensure all residents and patients who are eligible and have a medical need for our services have completed the consenting process required to allow our providers to deliver care.
- Communicating diligently with Eventus WholeHealth leadership and providers in any instance where facility administration or staff indicate dissatisfaction with our services.
- Securing testimonials from existing facilities and referrals for new facilities.
- Establishing relationships with Acute Healthcare facilities and other organizations.
Supports business development activities
- Staying abreast of the latest developments in the long term care marketplace as it relates to facility consolidation, trends etc.
- Retaining existing facilities and leveraging relationships to generate leads for new facility opportunities.
- Identifying opportunities for possible new Eventus WholeHealth services based on facility feedback/requests.
- Establishing a close working relationship with Business Development team.
- Participating in industry/trade events as requested.
Quality and Compliance
- Complying with all Eventus WholeHealth policies and procedures.
- Possessing a thorough understanding of and compliance with federal and state healthcare rules and regulations as they relate to post acute care facilities.
- Being knowledgeable about Medicare, Medicaid, Private Payer and other forms of insurance.
- Passion for the health and well being of patients and residents in post acute facilities.
Qualifications/Education:
- LPN or similar healthcare provider credential
- 3 years of experience in a Account Manager/Customer Service Role
- 5 years of experience in Post Acute Healthcare industry.
- Extensive experience in the post acute care market with experience in facility administration preferred.
- Excellent written and verbal communication skills
- Proven ability to work collaboratively with both clinical and non clinical personnel.
- Proven track record of account retention and revenue growth
- Able to analyze problems and strategize for better solutions
- Proficient computer skills, Windows 365 (Word, Excel, Power Point, Outlook) and Sales Force.com or similar CRM system.
- Willing to travel nearly 100% of the time with overnight travel estimated to be 25%
About Eventus WholeHealth:
Eventus WholeHealth was founded in 2014 to provide physician-led healthcare services for residents and patients of skilled nursing and assisted living facilities. With our highly-trained team of physicians, psychiatrists, nurse practitioners, physician assistants, psychotherapists, podiatrists, optometrists, audiologists, and support staff, our comprehensive, evidence-based model provides collaborative interdisciplinary care with the seamless and vital integration of a wide range of specialties. Our differentiated approach not only empowers the facilities to reach their own goals and objectives but also ensures better patient outcomes. For more information, please visit www.eventuswholehealth.com.
