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Physician Services Client Support Executive

2 weeks ago

Grand Rapids, Michigan, United States Optimal Care Full time
Optimal Care is where your dedication meets a rewarding career. 

As a clinician owned and operated company, we create the opportunity and environment for each employee to realize their highest potential while maintaining a personalized focus on our Patients and Families every day. We are the Midwest's premier provider of Physician Services, Home Health, and Hospice Care. Our integrated care delivery model incorporates technology, innovation and best practices. We produce value based outcomes by managing chronic disease process, rehabilitation and end of life care.

We live a simple Mission: Serve Together, Provide Value, and Deliver Exceptional Quality Care. 

What does this mean for you? At Optimal Care, you have our resolute commitment to being an exceptional place to work. Your expertise, passion and commitment to exceptional quality care will continue to thrive. With you we can build a remarkable place to work. 

Exceptional Benefits:

  • Minimum of 3 Weeks Paid Time Off (PTO) 
  • Company Vehicle Program 
  • Flexible Work Schedule 
  • Mentorship Culture
  • Medical, Dental, and Vision Insurance 
  • 401(k) with Employer Match
  • Mileage Reimbursement 
  • Cutting Edge Technology
What We Can Offer
  • A competitive base salary with no cap on incentives – unlimited earning potential
  • Orientation bonus program ensures high levels of compensation
  • No wait to earn commissions/incentives – top performers make 6 digits in total compensation
  • Career ladder growth opportunities – we're expanding
  • The ability to keep your current relationships and continue to build on them
  • A stand-alone hospice with a care continuum (home health and physician services)
  • In-house research and development team to help build the innovative/specialty programs that we offer our clients
  • Data driven territories that set you up for success
  • Strong training and orientation program – including an orientation manual
  • Senior leadership team all have 25+ years post-acute management experience
  • In-house recruiting team to ensure professional clinical team expertise
  • Proactive hiring model to ensure growth capacity

Key Responsibilities

Client Support Executives obtain referrals for services as well as promote, educate, and market all company services. Serving as a liaison between Optimal Care and referral sources you will coordinate care for referred patients from home health, non-medical home care, hospitals, and other medical community partners. This position aligns closely with industry-standard roles including titles such as Hospice Sales Specialist, Hospice Care Liaison, Hospice Business Development Coordinator, or Account Executive, Hospice Services. Candidates with experience in these positions will find their skills and expertise transferable to this role as they engage in building relationships, driving hospice referrals and promoting Optimal Care's services.

In this role you will be responsible for:

  • Managing a portfolio of existing facility accounts through consistent, proactive communication and on site relationship building, with a focus on long term partnerships and account retention.
  • Ensuring Optimal Care Physician Services (OCPS) providers are appropriately scheduled, visible, and delivering a strong bedside experience within each facility.
  • Growing census within assigned accounts by identifying referral opportunities, educating partners on our services, and aligning facility needs with the Optimal Care integrated care model.
  • Navigating interpersonal dynamics among facility leadership and staff to resolve issues, remove barriers, and support effective collaboration.
  • Responding to service concerns by meeting with facility leaders, identifying root causes, and driving timely, practical solutions.
  • Thoroughly assessing the needs of referral sources and understanding how each account makes decisions, including who the key decision makers and influencers are.
  • Coordinating appropriate patient referrals by helping physicians, inpatient facilities, and community partners understand the value, scope, and quality of Optimal Care's physician services.
  • Understanding the differences between Assisted Living, Independent Living, Memory Care, and Skilled Nursing Facilities and tailoring your approach to each environment.
  • Prioritizing accounts based on relationship strength, growth potential, risk, and strategic importance to optimize your time and territory coverage.
  • Fostering positive morale and strong collaboration with internal teams by promoting open communication, participating in quality improvement activities, and sharing field insights.
  • Acquiring new facility accounts through existing relationships with sister facilities, health systems, and industry partners.
  • Meeting or exceeding daily sales activity expectations, including a minimum number of quality face to face calls per day.
  • Documenting all sales call activity in Trella or other designated CRM tools each day following established guidelines.
  • Partnering with senior leadership across all Optimal Care service lines to strengthen relationships with key accounts and develop deeper strategic partnerships.
  • Coordinating closely with the Optimal Care Hospice Sales Team and branch Administrators to ensure continuity of care and a unified approach to facility relationships.
  • Coordinating with the Optimal Care Home Health Sales Team and branch leadership to present a cohesive, integrated set of solutions across service lines.
  • Establishing and growing relationships with key hospitals and health systems to increase home based primary care referrals and downstream referrals to home health and hospice services, supporting timely and safe discharge to home.
  • Assisting with fall off or at risk account recovery by diagnosing root cause issues and contributing to a targeted recovery strategy.
  • Drafting and presenting a Quarterly Sales Plan (QSP) that reviews each account, identifies risks and opportunities, and sets clear goals to add value and grow volume.
  • Coordinating with external post acute organizations and community partners to reduce gaps in care and support shared patients.
  • Networking with physicians, facility leaders, and community partners to develop specialized programs and growth opportunities for Optimal Care.
  • Staying current on trends in home based physician services, value based care, and post acute care by participating in educational programs, industry meetings, and seminars.
  • Meeting with community groups, healthcare professionals, and other stakeholders to provide education on Optimal Care services and expand awareness in primary and secondary service areas.
  • Effectively communicating the impact of our chronic care management and primary care offerings on reducing avoidable hospital and emergency utilization, and supporting ACO and value based goals.
  • Partnering with internal staff as a patient and family advocate, responding to feedback from the community, patients, physicians, and discharge planners.
  • Assisting, when needed, with recruiting efforts for Optimal Care across service lines, including sales roles, by promoting our culture and opportunities to external contacts.
  • Clearly articulating the Optimal Care Integrated Care Model and how physician services, home health, and hospice work together to support patients and facilities.
  • Meeting or exceeding productivity requirements, including admits per account growth over prior year, calls per day, account density, and documentation standards.

Required Qualifications

  • A minimum of 2 years' experience in post-acute sales or discharge planner experience
  • High School Diploma or GED equivalent
  • Valid Driver's License
  • Reliable transportation and valid automobile insurance coverage
  • Proven interpersonal, coordination, and leadership skills with ability to communicate effectively
  • Strong understanding of the healthcare landscape, including physician practices, hospital systems, and referral networks
  • Practical and theoretical knowledge of physician services, home health, hospice and palliative care
  • Self-motivated, results-oriented, and able to work independently.

Desired Qualifications

  • Bachelor's degree preferred
  • Demonstrates active involvement in professional organizations and community activities

Location

Home Office: 770 Kenmoor Ave, Suite 100, Grand Rapids, MI 49546

Main Service Area: Grand Rapids, and surrounding

Hours

Office Hours: 8:00 am – 5:00 pm, Monday through Friday

Pay Range

$80,000 - $110,000 USD

Background Screening
Optimal Care conducts a background screening upon acceptance of a contingent job offer. Background screening is completed by a third-party administrator, the Michigan Long-Term Care Partnership, and is performed in compliance with the Fair Credit Report Act.
 
Reasonable Accommodations
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
 
Equal Opportunity Employer
Optimal Care is an equal-opportunity employer.