Diamond Society Specialist

Description

Job Summary

Responsible for overseeing the Diamond Society program and the full coordination of medical services provided to members with the goal of achieving the highest level of service excellence. Responsible for managing Diamond Society-recognized non-clinical operations that provide amenities designed to meet the needs of NCHS' and Foundation's "VIP Concierge" patients and their families. Develops and maintain relationships through engaging grateful patient and philanthropic supporters of NCHS. Responsible for recruiting Diamond Society Members at the $25,000 and above level to increase membership through fundraising efforts.

Job Specific Duties

• Coordinates daily operations for the Diamond Society Recognition Concierge/VIP Patient Service Program for the system and Foundation.
• Ensures all daily Diamond Society operations are maintained in an effective and accurate manner. Maintains and updates specialized and comprehensive records in Raisers Edge.
• Responsible for recruiting Diamond Society members at the $50,000 level and upgrading existing members through assigned service line, physician introductions meetings, and through services provided.
• Collaborates with leader to identify prospects and populate Diamond Society memberships.
• Huddles with Diamond Society team to ensure all internal parties are updated on daily census activities.
• Participates in regular departmental progress meetings; works efficiently to meet departmental goals and objectives.
• Identifies new LEAN processes to expedite services, provides analysis on volume of encounters, identifies business trends, and notifies leadership of relevant changes.
• Assists in planning, organizing, and carrying out special projects related to Diamond Society.
• Attends NCHS/NCHF events, as well as, outside events for Foundation representation, networking, etc.
• Builds effective relationships with internal physicians, ancillary practices, and hospital support staff to facilitate and expedite special patient requests.
• Visits newly admitted Diamond Society patients/prospects; develops relationships with patients/families & expedites/facilitates their visit; serves as liaison for NCHS patient family & guest services.
• Serves as liaison between NCHS physician practices and NCHF for all concierge-related services.
• Responsible for member referral to identify potential future donor prospects; provides timely written reports regarding the outcome of cultivation and solicitation activities to leader.
• Responsible for the 24-hour Diamond Society Service line used to expedite services within the hospital and outpatient centers; facilitates problem resolution.
• Oversees creation, maintenance, and distribution of daily Diamond Society patient census report.

Qualifications

Minimum Job Requirements

• 3-5 years Working in a fundraising capacity with major gift donors
• 3-5 years Related healthcare experience
• Prior experience working with medical terminology
• Experience in dealing effectively with people in stressful situations
• Proficiency in Microsoft Office; Excel, Outlook, Word, etc.

Knowledge, Skills, and Abilities

• Bachelor’s degree preferred.
• Ability to cultivate and increase membership with prospects and donors at the $25,000 level and above.
• Ability to work within a multicultural environment and diverse customer base, while respecting cultural diversity, patient care, patients’ rights, and  ensuring ethical treatments.
• Ability to establish and maintain effective business relationships with widely diverse groups, including all staff levels both within and outside the organization.
• Ability to influence without direct authority.
• Ability to write and express complex concepts in respectful way.
• Effectively troubleshoots any problem expeditiously with resourcefulness, leadership, and case management.
• Able to interpret, adapt, and react calmly under stressful conditions with flexibility.
• Able to maintain a level of professional judgment and decisiveness to inspire confidence among prospects and donors.
• Strong written and verbal communication skills.
• Able to effectively listen to customers needs.
• Strong planning, organizational, and time management skills.
• Ability to manage complex responsibilities and multi-task.
• Ability to respond to changing priorities and varying workloads.
• Familiarity with donor database applications (Raiser's Edge).
• Proficient in software used by department, as well as, knowledge of patient information systems.
• Affinity with the overall mission of Nicklaus Children's Health System and the Foundation.
• Able to maintain confidentiality and compliance with HIPAA regulations of all patient matters.
• Excellent phone skills.
• Ability to work evenings and weekends, as well as, to be on call 24/7.
  

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