Physician Referral Liaison

Shriners Children’s is a family that respects, supports, and values each other. We are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience defines us as leaders in pediatric specialty care for our children and their families.

Shriners Children’s, the premier pediatric burn, orthopaedic, spinal cord injury, cleft lip and palate, and pediatric subspecialties medical center, has an opportunity for a Physician Referral Liaison.

The Liaison, Physician Referral Development effectively plans, analyzes, and implements outreach efforts in the market area. The Liaison, Physician Referral Development develops and maintains relationships within the physician community to enhance lines of communication and build the referral base for Shriners Children’s, and provides leadership with referral assessments to support strategic initiatives and identify opportunities and threats posed by competitive forces in the market area. The Liaison will continuously exemplify the mission, vision, values and customer service philosophy of Shriners Children’s in job performance and in service to other persons throughout the organization.

This position will require an estimate of 75% regional travel. This is a field-based position. Of the 75% travel, an estimated 10% overnight travel is required. This position will cover areas in Virgina, West Virgina and occasionally surrounding states. 

• Cultivates new and existing referral relationships
  • Markets Shriners Children’s directly to referring physicians, other healthcare providers, and physician offices via office visits, electronic media, professional meetings, continuing education or any other appropriate methods to effectuate new referral growth.
  • Maintains existing referring relationships through exceptional customer service, communication and retention related activities.
  • Actively participates in regional and state professional organizations, attends, displays, and coordinates exhibits at associated events to generate leads.
  • Maintains complete and comprehensive CRM record on existing and potential referring provider activity to increase effectiveness of communication and to serve as a basis for strategy development and new business opportunities.
  • Establishes and meets outreach activity production goals, as set forth by Market Director, and documents trends, successes, and problems to assess and analyze yield, driving process improvement.
• Utilizes marketing and communication techniques
  • Using Definitive Healthcare and Sg2, analyzes and identifies primary, secondary, and tertiary referral sources and geographic opportunities to prioritize efforts and target meaningful new relationships in an effort to increase referral levels.
  • Evaluates and identifies payer mix and contracted payor matches among current and potential referring physicians and explores opportunities to support referral efforts.
  • Analyzes demographic and clinic activity linked to referring providers through Definitive Healthcare and Salesforce intelligence, to create strategic referral goals and determine outcomes and effectiveness.
  • Collaborates with regional leadership, Marketing & Communications, and appropriate Shriners Children's corporate staff to provide a consistent and effective marketing program through distribution of marketing collateral, alignment with marketing campaigns and communication of intelligence from the field.
  • Acts as a communication bridge between referring provider and SHC providers to maximize customer satisfaction.
  • Develops and presents feedback reports to regional leadership, facility leadership,
  • In collaboration with Marketing and Communications, local facility leadership, and local board leadership, work with Shrine Centers to provide education and knowledge surrounding referral management best practices to achieve increased patient referrals.
  • Collaborates with other physician referral liaisons across the system to align on a standard process for referral management, eliminate duplicative work, and share best practices.
• Identifies areas in the referral loop for performance improvement and barriers to success
  • Maintains accurate record of referring physician complaints/issues and works to ensure corrective action is taken and results reported to facility leadership and the impacted physician.
  • Participates and confers with facility leadership and various departments (Intake, HIM, Medical Staff, etc.) on process improvement in support of increased physician satisfaction concerning the referral process from first contact through patient discharge.
• Communicates appropriately with the persons served regardless of their gender, age, ethnicity, race, creed, nationality, or religious beliefs.

This is not an all-inclusive list of this job’s responsibilities. The incumbent may be required to perform other related duties and participate in special projects as assigned.

Minimum:

• Bachelor’s Degree in marketing or related field 
• Current Drivers License
• Experience with CRM/PRM tools and interpretation of market data
• 2+ years of Healthcare sales or marketing  or 1+ year sales or marketing combined with 5+ years clinical background

Preferred:

• 3+ years’ successful experience in pharmaceutical/healthcare sales, marketing, or physician liaison experience with a proven track record of goal attainment in target markets with providers
• Experience in a hospital setting preferred
• Excellent interpersonal and written communication skills, ability to work independently, in a team environment, demonstrated time management, organization, problem solving and decision-making skills
• Strong relationship-building skills, persistence, flexibility, plus ability to efficiently and effectively manage multiple tasks and projects