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(TM) 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 Coordinator Donor Relations will develop and maintain substantive relationships with current and prospective Medical Diplomats/donors and NCH friends in the community. The Coordinator for Donor Relations will assist in fund development activities as requested by various NCH leadership. The Coordinator for Donor Relations will serve as a direct link to hospital staff, Medical Staff, and appropriate outside organizations. The concierge services provided by the Coordinator for Donor Relations will be coordinated with specific nursing unit functions and projects. This coordination should maintain the effectiveness of these programs and enhance the Gulf View Suites and Rooms with a View units to reinforce world-class service and customer satisfaction. This position will create and supervise a volunteer program that will be assigned to the Gulf View Suites and Rooms with a View to provide the high-level customer service that the patients of these units expect, in the absence of the Coordinator for Constituent Relations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
– Other duties may be assigned.
· Executes superior customer service to Members of the Medical Diplomats Council program. Ensures member satisfaction and fulfillment of needs on an individual basis with the cooperation of the Center for Philanthropy (CFP) staff. Provides guidance and consultation, adapts, and implements improved operational processes on a case-by-case basis. Uses personal judgment and initiative to develop effective and constructive solutions to accomplish Members’ goals and needs. Carries on-call pager 24x7 as needed with another CFP staff to provide year-round access for members.
· Works with the Director to continuously educate Hospital Staff in Emergency Departments, Admitting, Nursing and other related areas, regarding the functionality of the Medical Diplomats Council and reassure a non-two-tier system. Actively cultivates a strong personal working relationship with the NCH Physician group, other physicians, and hospital staff as well as area Concierge medical practices for the continuous success of the program.
· Acts as one of the primary, dedicated contacts for Members of Medical Diplomats Council by answering telephone calls, pagers, voice mail and correspondence. Provides a high level of service and attention (in person and via telephone, at hospital, at CFP, at donors' office or home, as requested and appropriate) on a case-by-case basis. Responds in person, whenever possible, to assist members of Medical Diplomats Council when they present to Emergency Department, Admitting or other area of NCH, as needed, to answer questions and help navigate the healthcare system.
· Navigates Medical Diplomats tactfully and diplomatically on a personalized, individualized basis through the NCH Healthcare System making the experience as comfortable and convenient as possible.
· Provides a wide variety of healthcare related information and service coordination as requested, including assistance with emergency room visits, hospital room assignments, pre-admitting, planned procedures, surgeries, physician referrals, appointment setting, urgent care coordination, medical record transfers, and coordination with other healthcare providers. Works closely with healthcare professionals to provide this assistance, both within NCH and other accredited organizations to provide high quality service to top donors.
· Manages and coordinates with CFP staff, personalized requests for Medical Diplomats such as tours, plaques, and meetings with executive management and/or medical staff.
· Conducts daily patient visits throughout the hospital; rounding on prospects, donors or friends of NCH, to develop, sustain and maintain relationships with NCH, and coordinates this activity with appropriate individuals of the NCH Healthcare System including nurse leadership and clinical care team.
· Handles patient information as allowed in compliance with all HIPAA standards.
· Responds and seeks to resolve issues identified by patients and family members.
· Responsible for concierge service to patients on Gulf View Suites and Rooms and other units that may have donors.
· Provide daily rounding and personalized patient/family contact. Assists patient/family as requested.
· Visits other patients throughout the hospital who have been identified as important prospects, donors or friends of NCH, as a way to develop, sustain and maintain a relationship to NCH, and coordinate this activity with the appropriate individuals of the NCH Healthcare System.
· Collaborates with staff to share information about donors and prospects to advance philanthropic relationships.
· Demonstrates effective professional communication and excellent customer service skills based on positive attitudes and values.
· Understands and effectively uses donor base (i.e. Raisers’ Edge) for donor information, retrieval, and reporting.
· Responsible for demographic data entry into donor database system. Administrative tasks include database entry, running and analyzing reports.
· Appropriately records interactions with Medical Diplomats and prospects in Raiser’s Edge.
· Supervisory responsibility for Demographic Data Entry into donor database system.
· Management of Admitting records process, ensuring donor records are kept up-to-date and reflected within the NCH Admitting Department, including semi-annual audits.
· Assists with Medical Diplomat Council member renewal process ensuring timely renewal notices are sent.
· Responsibility for Medical Diplomat Council card processing, recognizing current Medical Diplomats.
· Assists with the planning, coordinating, and conducting Medical Diplomat Council interviews, one-on-one meetings with members.
· Assist with prospecting, soliciting, and onboarding new donors to the NCH Medical Diplomats Council.
· Maintains a portfolio of annual leadership donors for retention and stewardship purposes.
· Serves as primary Gift Processing backup to the Gift Processing team as needed.
· Responsibility for department Payroll entry, corrections, and submission.
· Participates in Physician Champions program by maintaining a physician portfolio.
· Coordinates educational events for Diplomats such as seminars, physician lectures, and Town Halls.
· Coordinates stewardship events such as Medical Diplomats Holiday Dinner Party and other appreciation events.
· Timely record keeping of all interactions with Diplomats in the donor database system.
· Attends NCH CFP-sponsored and community affiliated events as required.
· Maintains up-to-date knowledge and expertise regarding NCH’s philanthropic needs.
· Works directly with Diplomats and Major Gift prospects to identify new donors and sources of philanthropy.
· Demonstrates positive and effective interpersonal skills through verbal and nonverbal communication with patients, families, peers, supervisors, and physicians.
· Various administrative tasks as assigned.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· Minimum of Bachelor’s Degree with 1 year experience in customer service, communications, or related field OR Associate Degree with 4 years’ experience in customer service, communications, or related field OR High School/GED with 7 years’ experience in customer service, communications, or related field required.
· Minimum of 1 year of experience in having exercised tact and judgement when responding to situations delicate in nature or dealing with persons in distress preferred.
· Good analytical and problem-solving skills are vital as well as the capability to understand, interpret and apply specific administrative policies.
· The ability to analyze, synthesize and concisely communicate information is vital.
· Intermediate computer knowledge: Uses Microsoft Word, Excel, Outlook, and Windows.