Cerebral Palsy Program Coordinator (part-time) na The Nemours Foundation

The Orthopedic Cerebral Palsy (CP) Program Coordinator is responsible for increasing orthopedic patient referrals to Nemours Children’s Health in the Delaware Valley from regional, national, and international referral resources including physicians, community care providers, hospitals, partners, advocacy groups and organizations by prospecting, marketing, developing, and creating new or maintaining established relationships with those institutions, physicians, and their practices. 

The position will help to improve the ease of access for patients, which will serve to increase patient satisfaction.  To accomplish this, the Orthopedic Cerebral Palsy Program Coordinator must contact new and current customers within the region. The main purpose of this role is to increase patient volume by increasing awareness of the CP Program.

Responsibilities:

1. Programmatic Growth

• Identify and target appropriate regional, national, and international referral sources to help drive volume growth and promote the CP Program. 
• Develop and maintain relationships with Nemours and non-Nemours physicians, partners, practice managers, patient navigators, advocacy groups, etc., to increase patient volume and to remove barriers with Nemours’ staff and processes and aid in service recovery where indicated.
• Offer appropriate Orthopedic education and solutions, overcome objections, remove barriers, seek closure to referrals, and provide effective follow-up to referral sources. 
• Work closely with the Division Chief of Cerebral Palsy and the AVP of Orthopedics to develop quarterly/annual plans to promote the Cerebral Palsy Program and providers to increase referrals.

• Maintain timely and accurate client/partner management records of all means of contact. All education, marketing, site visits, phone calls, and follow-up activities should be documented.

• Collect, collate, and interpret CP Program data on a regular basis (monthly, quarterly, annually) for purposes of leadership review, outreach presentations, and internal and external uses. 

• Communicate relevant market intelligence to the Department leadership  to assist with creation of the CP Program outreach strategy for the territory. 

• Produce periodic (monthly/quarterly) assessments and presentations that provide an overview of the market, CP Program outreach efforts, and volume growth within targeted markets.     

• Work with the Orthopedic Communications and Outreach Manager and the Marketing team to organize and promote educational (both CME & non-CME) CP programs and social events and activities. 

• Coordination of effort is expected with the Orthopedic Communications and Outreach Manager and the Nemours Delaware Valley Professional Relations Liaisons.

• Work with the Marketing team and Communications and Outreach Manager to ensure proper promotion of the CP Program through print, radio, television, internet-based and social media to promote the program. 

• May be asked to participate in conferences pertaining to the CP Program where applicable. 

2.  Customer Service / Service Excellence

• Assist families with navigation through the health care environment, including facilitation of appointment scheduling, insurance questions, connections with social work, with referral of clinical questions to the clinical team.     

• Act as an intermediary between patients, families, referring community, Nemours clinical departments and staff as needed.

• Coordinate the Cerebral Palsy Family Advisory Council and its associated meetings and events.

• Representing and demonstrating a commitment to excellence in customer service and patient satisfaction and identifying opportunities to improve services, making recommendations, and implementing actions. Participating in organizational service excellence initiatives.

• Investigating, documenting, and responding to customer complaints with attempts at recovery and identifying opportunities to improve operational processes, quality of care, and patient satisfaction. 

• Embracing and consistently demonstrating Nemours Core Values.  Creating and supporting an environment that fosters teamwork, respect, cooperation, accountability, and trust.

Qualifications:

• Bachelor’s degree is required; Master’s degree is preferred

• Minimum three years of experience in healthcare is required; marketing or sales experience in healthcare is preferred.

• Orthopedic experience is preferred.

• Knowledge and experience in the field of Cerebral Palsy and/or Childhood Disability is strongly preferred.

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