Serves as the liaison between DCH Health System outpatient services and owned practices and those physicians’ offices that are served by such services and providers. Responsible for developing and maintaining relationships, promoting services, and growing referral volume for all outpatient services and owned practices as part of the Outreach team.

1. The OSOC maintains current customer relationships in the referring community.

• On a regular basis, drives personal vehicle to assigned customers that utilize any of the hospital’s outpatient departments system-wide. Keeps detailed records of such visits.
• When calling on assigned customers, is pro-active, asking them; “What’s working?” and “What’s not working?” Answers customer questions concerning their areas of responsibility and problem solves to their level of expertise. Seeks additional support and assistance when necessary.
• Investigates customer complaints and initiates corrective actions when appropriate. Follows-up with all clients and “closes the loop” with the customer to make certain the concerns are completely addressed.
• Documents, tracks and monitors customer complaints for trends. Provides regular reports and updates to team leader.
• Periodically performs customer satisfaction surveys as directed by team leader.
• Advocates for both the referring providers and for DCH, and effectively balances the two.

2. Develops new customers and grows business of existing customers in the referring community.

• Contacts and performs sales calls on potential clients as determined by team leader. Identifies key players and decision-makers at each site and documents information for team use.
• Provides subsequent on-site assistance or virtual check-ins as needed to enhance timely turnaround of services and improve satisfaction of new customers.
• For all customers, reviews referral data with Outreach team on a monthly basis to strategize for the following month and know what questions to ask of each site during monthly visits.
• Promotes specific services each month to all customers based on Outreach calendar.

3. Provides support to DCH health System outpatient departments and owned practices as it pertains to reaching the referring community.

• Serve as the contact between referring providers and the DCH Health System outpatient departments and owned practices.
• Coordinate visits between referring providers and DCH physicians or other leaders as needed.
• Communication of scheduling procedures, changes of services, new physicians, and any issues either party is experiencing with the other.

4. Provides support to DCH Health System outpatient departments and owned as it pertains to reaching the West Alabama community.

• Assist with coordination and participation in community and company health fairs as representatives of DCH Health System.
• In conjunction with Outreach team, develop and facilitate outreach programs and events for outpatient departments within DCH Health System such as support groups, screening events, etc.
• In conjunction with Outreach team, oversee the execution of the DCH community health fair and facilitate participation from various departments.
• Assist with outside events that are beneficial for the promotion of DCH Health System outpatient departments and facilitate coordination between the outside entities and DCH Health System resources as needed.

5. Works in partnership with team members and marketing to develop collateral for DCH Health System service lines and owned practices to be given to referring offices and used at community health fairs or events.

6. Works in partnership with service line leaders and practice managers to ensure necessary supplies, forms, etc. are available to be distributed to referring offices as needed.

DCH Standards:

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.
• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.
• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.

1. Bachelor’s degree in marketing, business, or healthcare field and at least 2 years of marketing/sales experience required. Additional related experience in lieu of education requirements may be considered.
2. Possess excellent human relation and conflict resolution skills. High energy personality. Must be self-motivated and able to work independently. Be flexible and adaptable to handle all kinds of different and/or difficult situations.
3. Possess strong computer skills and the ability to analyze data to write reports.
4. Employee must maintain personal liability insurance, and employee must be and remain insurable according to the standards that are established by DCH’s insurer as they may exist at any time.
5. Must be able to read, write and speak English.

 WORKING CONDITIONS

PHYSICAL FACTORS

• Is able to lift 50 pounds.
• Must be able to stand, walk, kneel, crouch, stoop, reach, push, and pull.
• Must have good hand and finger coordination.
• Must be able to perform the duties with or without reasonable accommodation.
• Hearing and vision must be normal or corrected to within normal range.
• Physical presence onsite is essential.