DEPARTMENT:
48384 – Philanthropy
LOCATION:
350 7th Street North, Naples, FL, 34102
WORK TYPE:
WORK SCHEDULE:
ABOUT NCH NCH is an independent, locally governed non‑profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.
NCH is transforming into an Advanced Community Healthcare System™ and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.
Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH – for you and every person we serve together. Visit nchjobs.org to learn more.
JOB SUMMARY The Director of Diplomat Relations is responsible for managing and executing the operational activities associated with the NCH Medical Diplomats Council (MDC) and navigators. Reporting to the Chief Impact Officer, the Director supervises a team of full‑time, part‑time, per diem and volunteer staff responsible for facilitating a seamless care journey for donors, VIPs, and designated “friends of NCH.”
The Director will be responsible for addressing patient and family issues that require escalation, senior leadership involvement, and senior clinical staff intervention, resolving escalations with tact, poise and confidence. As a member of The NCH Center for Philanthropy team, the Director works closely with the Director of Annual Giving, Director of Stewardship, and Major Gift Officers to ensure that Diplomats and donor‑patients receive appropriate support throughout their care journey and NCH system navigation.
The Director helps ensure members experience the highest level of customer service and ease of access when they interact with NCH on an in‑patient, outpatient, or other ambulatory fashion within all facilities operating under the NCH umbrella of care, including joint ventures and partners. The Director will orchestrate services for Diplomats and VIPs, facilitating healthcare access and communication with the appropriate clinical and non‑clinical staff. The Director will partner with internal and external stakeholders to ensure seamless interaction among clinical providers and facilities. The director is responsible for coordinating care throughout the system to ensure timely, efficient, and patient‑centered service delivery. The Director supports navigators across NCH by serving as a guide and resource for complex care journeys.
ESSENTIAL DUTIES AND RESPONSIBILITIES Other duties may be assigned.
Medical Diplomats Council – 70%
Cultivates a culture of excellence, collaboration, accountability, and efficiency in order to move the MDC program toward recognition as a model of excellence for patient access and navigation
Strategically manage the success of the program based on feedback and data from internal and external stakeholders including members, clinical partners, leadership, and high impact departments
Investigate, plan and implement ways to continually build value into the program through strategic internal and external partnerships, clinical and non‑clinical service offerings and other creative ways to demonstrate impact
Provide leadership throughout employees' tenure, from interviewing and making thoughtful hiring decisions, and providing foundational onboarding to new employees, to ensuring high employee retention
Leads and participates in shared governance initiatives as appropriate, contributing insights and expertise to organizational decision‑making processes, policy development, and program improvements, ensuring alignment with NCH’s mission and values
Measure and report on the efficacy, utilization, satisfaction, and impact of the MDC program through qualitative and quantitative data analysis
Build trusting relationships with NCH and community physicians and key partner stakeholders to develop strategic clinical alignments ensuring the highest levels of care, service and access
Liaise with executive leadership on VIP patient needs, primarily with Chief Ambulatory Officer, Chief Physician Integration Officer, and Chief Nursing Executive
Demonstrate an ability to solve problems, overcome hurdles and navigate sensitive issues with discretion, tact and strong communication skills
Follow established NCH policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, and practices a high level of integrity and honesty in maintaining confidentiality
Supervise a staff of full‑time, part‑time, per diem and volunteers to ensure the highest level of service excellence
Lead a team of coordinators and support with coordinator responsibilities as needed:
Reviewing medical records and patient charts to assess care needs
Communicating with healthcare providers regarding patient status, discharge planning, and follow‑ups
Collaborate with patients and the care team or providers to accommodate any special needs the patient may have
Serve as liaison between patient and care team as necessary
Assist patient in coordinating care throughout NCH
Accompany patient to medical appointments as needed/necessary
Assist patient in connecting with supportive care services
Provide navigation for patient by addressing any logistical barriers, scheduling complications, etc., that would prevent a patient from showing up at their appointment
Follow‑up with patients post‑visit and discharge
Establish and implement communication channels for prompt and efficient handling of MDC requests, including HIPAA compliant platforms and protocols
Continuously engage and educate staff in Emergency Departments, Admitting, Nursing and other high impact areas regarding the functionality and purpose of the Council to reassure an equitable approach to care
Ensure staff navigate Medical Diplomats tactfully and diplomatically on a personalized, individualized basis
Assist care coordinators with physician referrals, appointment setting, urgent care coordination, and EPIC access
Represent NCH in the community by participating in appropriate civic or social events
Ensures all new MDC members receive a comprehensive orientation, leveraging a standardized process to streamline their integration into the program and ensure a smooth patient journey
Execute a robust plan to include proactive outreach, promoting clinical and leadership connections and other innovative ways to show appreciation to members
Continuously evaluate and develop tiers of recognition to encourage the program to expand through higher levels of support
Develop and distribute MDC‑branded communications including MDC newsletters, health‑centric updates, town halls, lectures, physician/clinician/leadership generated media, and other MDC‑branded communications
Understands and effectively uses CRM (Raiser’s Edge) for donor information, retrieval, and reporting
Support high renewal, retention, and recapture efforts, ensuring appropriate follow up with lapsed Diplomats
Navigation Program – 30%
Support the development of a cohesive strategy for navigators to assist patients through complex care journeys in coordination with Nursing and Patient Experience leadership
Serve as a guide for navigators to support care coordination
Prepare messaging and materials to educate staff and patients on the navigation program
Collaborate with cross-functional teams, including clinical leadership, operations, and patient experience, to support key initiatives that improve patient access and streamline care pathways
Support development of a multidisciplinary strategy dedicated to optimizing discharge processes and post‑discharge appointment scheduling
Integrate navigators with MDC care coordinators to support seamless care journey
EDUCATION, EXPERIENCE AND QUALIFICATIONS
Minimum of bachelor’s degree in Healthcare, Hospitality, Communications, Marketing, Business, or related field.
Minimum of 4 years of experience in a non‑profit development or for‑profit business setting, preferably in healthcare, hospitality, or service‑oriented industry, with a history of professional growth and leadership.
Results‑oriented leader, adept at planning, prioritizing, organizing and follow through. A team player and leader who values collaboration, including sharing credit when appropriate.
Skilled and experienced manager with high emotional intelligence who can flex their supervisory style to adjust to various staffing assignments; demonstrated success in using performance metrics to motivate intended behaviors and outcomes.
Strategic thinker, with sound judgment, decision‑making skills, diplomacy, exceptional and compelling verbal and written communication skills, negotiation, coaching, and customer service.
A passion for building relationships and providing high levels of support and collaboration with colleagues and peers.
Strategic planning experience and skills combined with the ability to build a process and path forward and bring the team along with you.
Diplomatic, able to leave ego at the door and tactfully, respectfully, and collaboratively work with a wide variety of people; altering style based on the environment.
Strategic and collaborative; a team player and builder with a commitment to creating a positive and inclusive working environment.
Inspires team with determination and serves as a strong motivator to help team to reach their goals.
Excellent written and verbal communication skills, with the ability to tailor messaging for different audiences in a manner that they can understand and relate to.
#J-18808-Ljbffr
48384 – Philanthropy
LOCATION:
350 7th Street North, Naples, FL, 34102
WORK TYPE:
WORK SCHEDULE:
ABOUT NCH NCH is an independent, locally governed non‑profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.
NCH is transforming into an Advanced Community Healthcare System™ and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.
Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH – for you and every person we serve together. Visit nchjobs.org to learn more.
JOB SUMMARY The Director of Diplomat Relations is responsible for managing and executing the operational activities associated with the NCH Medical Diplomats Council (MDC) and navigators. Reporting to the Chief Impact Officer, the Director supervises a team of full‑time, part‑time, per diem and volunteer staff responsible for facilitating a seamless care journey for donors, VIPs, and designated “friends of NCH.”
The Director will be responsible for addressing patient and family issues that require escalation, senior leadership involvement, and senior clinical staff intervention, resolving escalations with tact, poise and confidence. As a member of The NCH Center for Philanthropy team, the Director works closely with the Director of Annual Giving, Director of Stewardship, and Major Gift Officers to ensure that Diplomats and donor‑patients receive appropriate support throughout their care journey and NCH system navigation.
The Director helps ensure members experience the highest level of customer service and ease of access when they interact with NCH on an in‑patient, outpatient, or other ambulatory fashion within all facilities operating under the NCH umbrella of care, including joint ventures and partners. The Director will orchestrate services for Diplomats and VIPs, facilitating healthcare access and communication with the appropriate clinical and non‑clinical staff. The Director will partner with internal and external stakeholders to ensure seamless interaction among clinical providers and facilities. The director is responsible for coordinating care throughout the system to ensure timely, efficient, and patient‑centered service delivery. The Director supports navigators across NCH by serving as a guide and resource for complex care journeys.
ESSENTIAL DUTIES AND RESPONSIBILITIES Other duties may be assigned.
Medical Diplomats Council – 70%
Cultivates a culture of excellence, collaboration, accountability, and efficiency in order to move the MDC program toward recognition as a model of excellence for patient access and navigation
Strategically manage the success of the program based on feedback and data from internal and external stakeholders including members, clinical partners, leadership, and high impact departments
Investigate, plan and implement ways to continually build value into the program through strategic internal and external partnerships, clinical and non‑clinical service offerings and other creative ways to demonstrate impact
Provide leadership throughout employees' tenure, from interviewing and making thoughtful hiring decisions, and providing foundational onboarding to new employees, to ensuring high employee retention
Leads and participates in shared governance initiatives as appropriate, contributing insights and expertise to organizational decision‑making processes, policy development, and program improvements, ensuring alignment with NCH’s mission and values
Measure and report on the efficacy, utilization, satisfaction, and impact of the MDC program through qualitative and quantitative data analysis
Build trusting relationships with NCH and community physicians and key partner stakeholders to develop strategic clinical alignments ensuring the highest levels of care, service and access
Liaise with executive leadership on VIP patient needs, primarily with Chief Ambulatory Officer, Chief Physician Integration Officer, and Chief Nursing Executive
Demonstrate an ability to solve problems, overcome hurdles and navigate sensitive issues with discretion, tact and strong communication skills
Follow established NCH policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, and practices a high level of integrity and honesty in maintaining confidentiality
Supervise a staff of full‑time, part‑time, per diem and volunteers to ensure the highest level of service excellence
Lead a team of coordinators and support with coordinator responsibilities as needed:
Reviewing medical records and patient charts to assess care needs
Communicating with healthcare providers regarding patient status, discharge planning, and follow‑ups
Collaborate with patients and the care team or providers to accommodate any special needs the patient may have
Serve as liaison between patient and care team as necessary
Assist patient in coordinating care throughout NCH
Accompany patient to medical appointments as needed/necessary
Assist patient in connecting with supportive care services
Provide navigation for patient by addressing any logistical barriers, scheduling complications, etc., that would prevent a patient from showing up at their appointment
Follow‑up with patients post‑visit and discharge
Establish and implement communication channels for prompt and efficient handling of MDC requests, including HIPAA compliant platforms and protocols
Continuously engage and educate staff in Emergency Departments, Admitting, Nursing and other high impact areas regarding the functionality and purpose of the Council to reassure an equitable approach to care
Ensure staff navigate Medical Diplomats tactfully and diplomatically on a personalized, individualized basis
Assist care coordinators with physician referrals, appointment setting, urgent care coordination, and EPIC access
Represent NCH in the community by participating in appropriate civic or social events
Ensures all new MDC members receive a comprehensive orientation, leveraging a standardized process to streamline their integration into the program and ensure a smooth patient journey
Execute a robust plan to include proactive outreach, promoting clinical and leadership connections and other innovative ways to show appreciation to members
Continuously evaluate and develop tiers of recognition to encourage the program to expand through higher levels of support
Develop and distribute MDC‑branded communications including MDC newsletters, health‑centric updates, town halls, lectures, physician/clinician/leadership generated media, and other MDC‑branded communications
Understands and effectively uses CRM (Raiser’s Edge) for donor information, retrieval, and reporting
Support high renewal, retention, and recapture efforts, ensuring appropriate follow up with lapsed Diplomats
Navigation Program – 30%
Support the development of a cohesive strategy for navigators to assist patients through complex care journeys in coordination with Nursing and Patient Experience leadership
Serve as a guide for navigators to support care coordination
Prepare messaging and materials to educate staff and patients on the navigation program
Collaborate with cross-functional teams, including clinical leadership, operations, and patient experience, to support key initiatives that improve patient access and streamline care pathways
Support development of a multidisciplinary strategy dedicated to optimizing discharge processes and post‑discharge appointment scheduling
Integrate navigators with MDC care coordinators to support seamless care journey
EDUCATION, EXPERIENCE AND QUALIFICATIONS
Minimum of bachelor’s degree in Healthcare, Hospitality, Communications, Marketing, Business, or related field.
Minimum of 4 years of experience in a non‑profit development or for‑profit business setting, preferably in healthcare, hospitality, or service‑oriented industry, with a history of professional growth and leadership.
Results‑oriented leader, adept at planning, prioritizing, organizing and follow through. A team player and leader who values collaboration, including sharing credit when appropriate.
Skilled and experienced manager with high emotional intelligence who can flex their supervisory style to adjust to various staffing assignments; demonstrated success in using performance metrics to motivate intended behaviors and outcomes.
Strategic thinker, with sound judgment, decision‑making skills, diplomacy, exceptional and compelling verbal and written communication skills, negotiation, coaching, and customer service.
A passion for building relationships and providing high levels of support and collaboration with colleagues and peers.
Strategic planning experience and skills combined with the ability to build a process and path forward and bring the team along with you.
Diplomatic, able to leave ego at the door and tactfully, respectfully, and collaboratively work with a wide variety of people; altering style based on the environment.
Strategic and collaborative; a team player and builder with a commitment to creating a positive and inclusive working environment.
Inspires team with determination and serves as a strong motivator to help team to reach their goals.
Excellent written and verbal communication skills, with the ability to tailor messaging for different audiences in a manner that they can understand and relate to.
#J-18808-Ljbffr