Neuroscience Outreach Program Manager, Full-Time, Days
Company: Northwestern Medicine
Location: Chicago
Posted on: August 8, 2022
Job Description:
At Northwestern Medicine, every patient interaction makes a
difference in cultivating a positive workplace. This patient-first
approach is what sets us apart as a leader in the healthcare
industry. As an integral part of our team, you'll have the
opportunity to join our quest for better healthcare, no matter
where you work within the Northwestern Medicine system. At
Northwestern Medicine, we pride ourselves on providing competitive
benefits: from tuition reimbursement and loan forgiveness to 401(k)
matching and lifecycle benefits, we take care of our employees.
Ready to join our quest for better?
Description
The Service LineOutreach Program Manager reflects the mission,
vision, and values of Northwestern Memorial HealthCare, adheres to
the organization's Code of Ethics and Corporate Compliance Program,
and complies with all relevant policies, procedures, guidelines and
all other regulatory and accreditation standards.
The Service Line Outreach Program Manager serves as a liaison
between the specific NM Service Line and referring physicians
throughout the NM service area as well as targeted regional and
national markets. This individual is responsible for actively
participating in the achievement of Service Line outreach and
referral network development goals. This person actively engages
with Service Line Physician and Administrative leadership,
physician outreach managers, physician representatives and CME
administrators to drive referrals and awareness of Service Line
programs and services.
Responsibilities:
- Identify and pursue business activities, which align with the
Service Line Service line strategic priorities. These efforts
should enhance reputation, build referral volume, improve financial
performance, and create demand models for the programs within
Service Line.
- Partner with Service Line leadership to identify priority
programs requiring focused attention in response to changing market
dynamics, shifting share and volume, or other factors.
- Introduce, develop, and facilitate new business and
programmatic outreach ideas and plans for Service Line. Analyze
growth potential, resource requirements, risk/reward and financial
benefit to proposed initiatives through complex analysis and
research of market, financial, and internal factors.
- Partner with NM system resources such as Strategy and Analytics
to develop demand (market and hospital) projections in key business
and service areas. Maintain and continually update industry and
competitive information, and Service Line relative performance,
including historic and best of industry benchmarking data on:
patient satisfaction, market size and share at diagnosis and
programmatic level, reputation, clinical and research capabilities,
and leadership and differentiation in program area.
- Form, facilitate and lead multi-departmental strategic planning
processes in assigned business and program areas. Successfully
collaborate with Service Line Clinical and Administrative leaders,
as well as system leaders, to build consensus on strategies,
tactics, and methods.
Outreach Efforts
- Cultivate and foster successful marketing strategies building
referring physician loyalty through a multi-faceted outreach
approach. Leverage existing tools and create new processes and
workflows as needed to demonstrate success of outreach endeavors,
such as volume growth, reputation scores, and seminar/CME
attendance.
- Serve as an ambassador for Service Line in the NM service area
and target regional and national markets such as central Illinois,
Indiana, Iowa, Michigan, and Wisconsin).
- Establish strong relationships with the referring physicians
and gain in-depth knowledge (i.e. competitive intelligence) to
effectively promote priority clinical programs within the Service
Line service line
- Exhibit a keen awareness for building and maintaining
relationships with referring physicians in office, inpatient and ED
settings. Collaborate with internal colleagues to maintain a
unified presence throughout the NM service area and surrounding
markets.
- Strategically identify and develop collateral information in
partnership with marketing, effectively highlighting the key
differentiating aspects of NM Service Line.
- Partner with operational and physician leadership to identify
market opportunities, and develop targeted outreach efforts
programmatically, as warranted, in alignment with strategic plans
and market analytics. Provide insight around prioritization and
urgency of need, collaborate to ensure timely execution
- Collaborate with Service Line Physician and Administrative
Leadership, Marketing and Strategy departments to develop
high-impact outreach targets and tools..
- Assist with identifying opportunities to improve the referring
physician experience, in areas such as: improved referral
management, appointment turnaround time, direct admission process,
improved patient satisfaction, clinic operations Maintain
comprehensive documentation of referring physician contacts and
activity to ensure availability of physician information across
departments. Collaborate with physician leaders to update with new
market information on a regular basis.
- Provide timely feedback from the outreach territory to Service
Line physicians and management regarding accomplishments, problems,
and recommended action plans.
- Facilitate communication by Service Line physicians with
referring physicians for all inpatient and outpatient
activity.
- Partner with NM International office to spread outreach
strategies and tactics across key international markets.
Quality/Service Standards
- Provide field insight into referring physicians'
satisfaction
- As appropriate, solicit feedback in the community regarding
areas for improvement with regard to patient/physician interaction
with NM
Analyze Data for Decision-making
- Develop metrics to demonstrate success of outreach efforts.
Present metrics to Service Line leadership on regular basis.
Leverage outcome measures to refine outreach efforts as
warranted
- Partner with internal resources such as NM Strategy to develop
timely insights into the market opportunities. Leverage this data
and field knowledge/data in order to develop time sensitive
interventions as warranted to maintain NM's reputation and volume
in target markets. Liaise with Service Line leadership as necessary
to escalate priorities.
- Develop methods to monitor success of new program initiatives
in the community, improvements in service, and physician
satisfaction.
- Develop presentations to highlight clinical and research
differentiating factors of Service Line capabilities. Adjust as
appropriate for a variety of audiences and speakers.
- Obtain data, verify validity of data and analyze data as
required; process should address ensuring accuracy and timeliness
of reports Analyze market penetration in the community; make
recommendations regarding adjustments to plan based on
analysis.
- Collaborate with key areas such as Strategy, Marketing and
Service Line leadership for continuity and interpretation of
data.
Educational Activities
- Develop education programs for referring physicians and their
staff for enhanced satisfaction and to build loyalty. Examples
include targeted CME events, grand rounds at external institutions,
speaking engagements at National Conferences. Track impact of these
endeavors. Based on success, partner with Service Line leadership
to expand to meet market need and to drive awareness toward
specialized Neuroscience services at NM.
- Coordinate and/or actively participate in various educational
programs, lunch & learns, and dinner meetings with medical staff
leadership and key referring physicians and their office staff in
accordance with all relevant policies and procedures
- Maintain constant source of information relating to referring
physician contacts and take measures for dissemination of physician
information to Service Line leadership to maintain position and
build market share.
- Organize initiatives/seminars in collaboration with the CME
Administrator to enhance the education, management, and networking
opportunities for the non-affiliated NM medical staff and their
practices.
Miscellaneous
- This individual must exhibit keen strategic thinking abilities
as related to healthcare administration, demonstrates conceptual
assessment skills, displays self-directed work style, an innate
ability to establish new and maintain existing relationships with
non-affiliated NM physicians, and demonstrates enhanced
problem-solving techniques.
- This individual must maintain the highest customer service
standards, as measured by high productivity and consistent high
quality that addresses the needs of the Service Line program and
referring physicians.
- Demonstrates poise and maturity when encountering unforeseen
situations; this customer services standard must show a visibility
of and responsibility toward patients and their families, the
Medical staff, and member of the Physician Services team.
Qualifications
Required:
- B.A./B.S. in related field.
- Proven track record with sales techniques in the
healthcare/medical community.
- Five years or more of healthcare experience with a focus on
customer relationship building (i.e. physicians)
- The individual shall possess, analytic skills, interpersonal,
and time-management skills, organizational skills and a working
knowledge of trends in neuroscience diseases and disorders.
- Willingness to travel (including some overnight stays)
- Strong database skills with proficiency in computer software
programs, i.e., Microsoft Word and Excel
- Strong computer skills are essential; must have expert
knowledge of Excel and Access.
Preferred:
- Master's degree in Healthcare, Public Health, or Business
Administration.
- Proven success building relationships within the medical
community
Equal Opportunity
Northwestern Medicine is an affirmative action/equal opportunity
employer and does not discriminate in hiring or employment on the
basis of age, sex, race, color, religion, national origin, gender
identity, veteran status, disability, sexual orientation or any
other protected status.
Keywords: Northwestern Medicine, Chicago , Neuroscience Outreach Program Manager, Full-Time, Days, Executive , Chicago, Illinois
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