Regional Client Relationship Manager

Job Description

Job Description

Why Work for Us?
Partners In Care (PIC) is an independent 501(c)(3) nonprofit organization and the largest, oldest provider of home health, palliative care, and hospice services in Central Oregon. Serving Deschutes, Crook, and Jefferson counties, our dedicated team of over 200 employees and 200 volunteers delivers compassionate, patient-centered care across a 10,000-square-mile area. Additionally, Hospice House in Bend, Oregon, is a specialty hospital for inpatient hospice care, creating an oasis of tranquility and comfort for patients and their families. We prioritize excellence, empathy, and collaboration. We foster a culture of kindness, respect, and learning while valuing diversity and the well-being of our employees, volunteers, patients, and families.

Status: Full Time (salaried, exempt) 40 hours per week.
Hours: 8:00 AM to 5:00 PM Monday-Friday. Work outside of these hours may be required.
Company Perks: 

• We offer two medical, dental, and vision plans. Insurance starts on the 1st of the month following the hire date! 
• Generous Paid time off. 
• $25,000 life insurance policy. 
• Short and long-term disability. 
• 403b retirement savings with employer match, no vesting required! 
• Employee Assistance Program 
• Voluntary benefits: Legal Shield, AFLAC & MASA Transportation. 

Summary/Objective:
The Regional Client Relationship Manager serves as the primary connection between Partners In Care (PIC) and our key referring partners throughout our service area. This role is responsible for developing and maintaining long-term relationships with physicians, healthcare facilities, and other clinical customers to ensure we are meeting their needs on every level. This role positively and professionally represents PIC, its programs, and clinical staff to contribute to PIC’s reputation and market position. The position partners directly with PIC operational and clinical leadership to design and implement strategies to deliver friction-free service, expand market presence and make PIC the most trusted referral partner in home health and hospice. The role also serves to identify client-driven opportunities for PIC to provide clinical education or related programming and works with PIC clinical educators on program delivery. The manager will have direct supervision responsibilities for one or more associates.

Essential Functions:

• Builds and sustains strong professional relationships with referring providers, including physicians, healthcare facilities, medical specialty groups and other clinical entities
• Serves as the primary point of contact for referring offices and facilities, coordinating the resolution of issues, and ensuring the satisfaction of referral sources
• Conducts face-to-face visits, phone calls, and presentations to communicate PIC’s capabilities, services and specialty offerings
• Develops and executes outreach strategies to increase referral volumes, retain existing referral sources, and identify new opportunities to serve our regional partners
• Works with clients to identify any specific practical or didactic education needs, and/or opportunities topical programming that may assist our clients in the delivery of their services.
• Works with PIC clinical educators to coordinate educational program delivery
• Works closely with the PIC leadership team to discuss market trends, identify challenges, and implement solutions to streamline the referral process
• Engages with regional leadership to support the organization’s goals and contributes to the overall growth strategy
• Collaborates with clinical, department, and service line leaders to address and resolve referring provider concerns
• Gathers and shares market intelligence to inform planning and strategy development
• Maintains accurate call logs, visit notes, and referral data
• Directs the staff assigned to specialty outreach, including veterans
• Assists in the preparation of referral trend reports, and presents findings during leadership meetings
• Ensures compliance with company policies, confidentiality standards and all relevant regulations
• Serves as a PIC brand ambassador in the region
• Educates PIC providers and leadership on collaborative outreach best practices
• Spends majority of time traveling within the assigned territory
• Rely on experience and judgment to plan and accomplish goals
• Regular and predictable attendance is an essential job function
• Performs other related duties as assigned

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Position Qualifications: 
Education and Certification:

• Bachelor’s degree in business, marketing, healthcare, or a related field required
• Valid Oregon driver's license and ability to meet PIC’s driving requirements. 

Experience and Skills:

• Minimum 3 years’ experience in business development, medical sales, or physician relations role
• Successful experience meeting performance goals/targets
• Excellent communication, analytical and problem-solving skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy
• Ability to work with complex information and present it in a clear, concise manner
• Strong organizational skills, with the ability to manage multiple priorities and meet tight deadlines
• Valid driver’s license and dependable vehicle for transportation and driving record acceptable insurance carrier
• Ability and willingness to travel as required to meet with providers in the designated territory
• Proficient with Microsoft Office Suite. 
• Bilingual in Spanish and English a plus.

Physical Requirements:

• Standing and walking, keyboard operation, use of clear and audible speaking voice and the ability to hear normal speech level
• Sitting, lifting/carrying/pushing or pulling 1-25 pounds. 
• The safe use and operation of a motor vehicle.
• Must be able to wear appropriate personal protective equipment (PPE) as required to perform the job safely.

Work Environment: 

• Category 3 ― Position includes tasks that involve no exposure to blood, body fluids, tissues; would not be required to perform Category I tasks. 
• Travel between Partners In Care locations and community partners as required.