Director - Physician Relations (1.0FTE, Days)
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1.0FTE,8 Hour Day Shift
At Stanford Children’s Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.
This paragraph summarizes the general nature, level and purpose of the job.
Directs and manages the development, implementation and integration of physician outreach strategies and initiatives supporting Stanford Children's Health (SCH) consisting of Lucile Packard Children's Hospital Stanford and the Stanford Children's Health physician network which includes the Packard Children's Health Alliance (PCHA) and Faculty Practice Organization (FPO) locations. This position will oversee the physician liaison team's outreach efforts for the Bay Area market (13 counties), as well as service line needs spanning the western region (6 western states) and (when/where appropriate) broader outreach efforts nationally and beyond. This position will work in close collaboration with SCH service line leadership, operations leadership and marketing colleagues to develop and execute integrated outreach plans centered on program and service growth and development, optimize referral volumes into SCH practices and programs, and provide service excellence and recovery (when needed) to improve overall referring physician satisfaction. The position will analyze volume/referral data, identify growth/ease of use opportunities and develop strategies/tactics to achieve desired volume goals. As an integrated part of the outreach efforts, this position will also oversee the development and promotion of SCH's Continuing Medical Education (CME) and other physician programs and events supporting the organization's strategic direction.
The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.
Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.
Must perform all duties and responsibilities in accordance with the hospital’s policies and procedures, including its Service Standards and its Code of Conduct.
• Responsible for strategically planning and implementing outreach efforts focusing on physicians and other potential referral sources. Directs and leads team of physician liaisons in the creation of physician outreach plans aligned to the objectives of the prioritized SCH service lines and designed to appropriately address the complexities of our expanding local and regional market, including primary care, specialty care and local market hospitals' emergency department outreach targets supporting SCH and our joint venture partnerships.
• Develops a comprehensive strategy for local, regional and (when necessary) national physician outreach efforts in collaboration with the service line Executive Directors, Transfer Center leadership, VP of Strategic Partnerships, Marketing and Business Development departments. Builds strategic outreach plans and develops short term and long-term goals designed to promote clinical care, education and research in order to maximize referral opportunities.
• Collaborates closely with the various Centers of Excellence (COE) and service line leadership teams to create a consistent approach to the SCH outreach strategy and business processes. Ensures that outreach efforts are aligned and integrated appropriately across the COEs.
• Establishes measurable performance metrics for both the physician liaison and CME teams, implements tracking infrastructure for measurement and develops standard reports to be shared with SCH leadership.
• Develops relationships and partners with physicians to understand the motivations and unmet needs that currently create barriers to referrals and entry and identify opportunities to eliminate barriers. Identifies opportunities to broaden service/market where we have gaps or issues.
• Provides recommendation to ensure the appropriate infrastructure is in place to directly and accurately support referral relationship development, including referral intake processes, clinical offerings and communication with local doctors.
• Conducts market assessments for best practices and processes to continually review our practices and implement changes as required.
• Builds and shapes a high performing, best-in-class physician relations team by hiring, training, motivating and setting leadership direction for all direct reports. Defines and nurtures a collaborative and customer-centric culture.
• Develops programs and services to facilitate and support the relationship between SCH practices and programs with community physicians ¿ including primary care, specialty care, and local market hospitals¿ emergency rooms including the utilization of referral support services and electronic communications tools (i.e., MD Portal, Epic, and telehealth platforms).
• Oversees market activity of physician liaisons as they make regular contact (via in-person meetings, telephone, email or other venues) with referring physicians, office managers, community grand rounds coordinators and other staff to strengthen relationships, optimize referrals to Stanford Children's Health, and share and obtain relevant information for the organization.
• Oversees the development and execution of physician events including dinners, conferences and speaking engagements designed to support key outreach initiatives.
• Develops an in-depth knowledge of Stanford Children's Health programs, and the appropriate process for implementation of referrals and authorizations. Leverages this understanding to develop points of view to address potential market issues limiting access to referral volumes.
• Collaborates with appropriate resources across the Stanford Children's Health enterprise to develop specific programs and initiatives to meet prioritized market needs (e.g. geographic needs, specialty/service line needs, grand rounds and CME requests).
ANALYTICS & REPORTING:
• Develops appropriate set of key performance indicator goals for both the Physician Liaison and CME teams and deliver a regular cadence of standardized reporting to identify trends and status for internal stakeholders.
• Develops tools and methods for monitoring community-based primary care, specialty care and OB requirements associated with maximizing referral opportunities with Stanford Children's Health physicians and utilization of Stanford Children's Health systems.
• Leads efforts to perform physician practice analysis using internal and external data sources to identify opportunities for relationship and business development.
• Successfully leverages internal organizational resources to coordinate issue resolution process, and effectively communicate trends as actionable data to key internal stakeholders, including C- Suite level leadership.
• Leads team in the gathering and assessment of market data and competitive intelligence in order to make data-informed decisions and drive improved programming to support organizational goals.
TEAMWORK & COMMUNICATIONS:
• Provides clear communications to Chief Marketing Officer and other key stakeholders to activities and issues related to both the Physician Liaison and CME teams.
• Oversees team's efforts to partner with Executive Directors and Marketing in development of collateral materials relevant to physician practices and creation and implementation of physician communication strategies designed to promote Stanford Children's Health physician appearances or services in the community.
• Works closely with service line, operations, marketing and executive leadership to clearly define and articulate strategies, key initiatives and issue resolution related to both the Physician Liaison and CME teams.
FINANCIAL AND ADMINISTRATIVE MANAGEMENT:
• Develops and accurately manages appropriate annual budgets required to support the goals of the Physician Relations organization in support of Stanford Children's Health strategic priorities.
• Provides supervision and management of programs developed on behalf of the Physician Relations department, including all key management functions.
Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.
Education: Master's Degree or equivalent combination of education and experience.
Experience: Seven (7) years of senior level experience in the health care field including management of administrative personnel. Clinical experience preferred.
License/Certification: None required.
Knowledge, Skills, & Abilities
These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.
• Demonstrates leadership, coaching, and management skills, as well as innovation to implement strategy and process flow, and to positively influence relationship management and operational best practices.
• Proven track record of strategic leadership and ability to proactively drive change to address market needs.
• Demonstrated ability to effectively utilize metrics, data and reporting to drive and support strategic initiatives.
• Demonstrated skill and prior experience in writing reports, public speaking and making verbal presentations of complex materials to a variety of audiences.
• Demonstrated leadership skills to motivate and mentor staff as well as create a team oriented environment.
• Ability to bridge the external with the internal, mostly involving entities that are not direct reports, while achieving process improvements that are key to successful relationships with community physicians.
• Ability to work and communicate effectively with physicians (internal and external to the organization), senior administrators and a wide variety of others in a complex medical center.
• Knowledge and thorough understanding of government regulations and requirements as they relate to physician relations.
• Knowledge and strong functional understanding of the inter-relationships between hospitals and physician group practices.
• Oral and written communication skills, including knowledge of medical terminology.
• Ability to bring together a variety of functions in a spirit of harmony and with a single-minded purpose: improved customer service.
• Skill in applying appropriate sense of urgency to react to situations quickly and decisively.
• Demonstrated PC Skills using applications such as Word, Excel, Access, PowerPoint, Visio, and Outlook.
Equal Opportunity Employer