Lucile Packard Children's Hospital Stanford Physician Referral Liaison - East Bay in Palo Alto, California

Patient Services

1.0 FTE,Day ShiftNote This position will require travel within the East Bay including Alameda County.

Lucile Packard Children's Hospital Stanford is the heart and soul of Stanford Children’s Health. Nationally ranked and internationally recognized, our 311-bed hospital is devoted entirely to pediatrics and obstetrics. Our six centers of excellence provide comprehensive services and deep expertise in key obstetric and pediatric areas: brain & behavior, cancer, heart, pregnancy & newborn, pulmonary and transplant. We also provide an additional, wide range of services for babies, kids and pregnant moms.

Under the direction of the Director –Physician Partner Relations, the Physician Referral Liaison serves as a primary point of contact and key interface between Stanford Children’s Health and Lucile Packard Children’s Hospital (the hospital) and the Stanford Children’s Health Physician Network including the Faculty Practice Organization (FPO) and Packard Children’s Health Alliance (PCHA) (collectively, Stanford Children’s Health Physicians) community and referring physicians, medical groups, and health plans (in conjunction with Contracting) to ensure longstanding relationships. The liaison will promote the institution’s clinical programs, as well as facilitate, address and respond to referral, communication and ease of practice issues. The liaison will partner with the Director – Physician Partner Relations to develop physician relations outreach programs centered on service excellence and recovery (where needed) and revenue development.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned Must perform all duties and responsibilities in accordance with the Service Standards of the Hospital(s).

  • In collaboration with the Director –Physician Partner Relations, appropriate faculty and PCHA physicians, marketing strategy teams, and administration, identify targeted physicians and medical groups for development of referral relationships. Proactively maintain and nurture these relationships. Work in to grow key strategic and geographically defined territories.

  • Develops an in-depth knowledge of Stanford Children’s Health programs, and the appropriate process for implementation of referrals and authorizations.

  • Establishes and adheres to an ongoing schedule of visits to physicians and medical groups in identified target areas. Serve as key point of contact and maintain positive relationship with all community and referring physicians, including faculty, physician practices and their respective office staff. Routinely visit (in person) as well as via phone to facilitate specialist to referring physician visits, to identify, to educate and to help resolve service issues.

  • Initiates contact with existing referral sources on a regular basis via telephone, email, in person, or written format to encourage referrals.

  • Ensures management and accountability of all functions related to problem resolution- log all problems into CRM tool, follow up with and report system issues to Director - Physician Partner Relations. Participate in, help to resolve and provide periodic review of systemic problems to Director - Physician Partner Relations.

  • Notifies appropriate departments or divisions of problem areas for resolution and inform them of needs for clinical services, communication, leadership/champion follow up visits and educational programs identified during field visits. Maintain optimal channels of communication with Stanford Children’s Health staff including Managers, Administrative Nursing Supervisors, Clinical Nurse Specialists, Medical Staff, Case Management and Social Workers etc.

  • Responds to all physician complaints in writing and follow protocol in order to provide timely resolution of all problems. Identify and resolve access, ease of practice issues.

  • Partners with Marketing, Business Planning and the Centers of Excellence in development of collateral materials relevant to physician practices. Provide udpates, enhancements, new processes regarding hosptial to all external customers (Community and Referring MDs, medical groups and health plans).

  • Monitors and reports activities and market intelligence relevant to territory that could impact relationships. Analyze, track, and report referral patterns in designated territories through defined reporting documentation.

  • Prepares presentations that address key needs of the targeted groups, and present information on clinical programs and related Grand Rounds and Continuing Medical Education (CME) activities. Share information related to community outreach/promotional events, CME courses, including help in idenitifing potential topics for future CME courses.

  • Provides new user training, registration and remedial training related to MD Portal access & use.

  • Participates in special projects (performance improvement/quality) to identify, present, and resolve performance improvement activities.

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelor’s degree in a work-related discipline/fields from an accredited college or university.

Experience: Three (3) years of progressively responsible and directly related experience. Direct experience working with pediatric sub specialty and referring and/or community physicians is preferred.

License/Certification: CDL California Driver’s License.

Knowledge, Skills, and Abilities

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

  • Knowledge and understanding of physician office protocol

  • Knowledge of the local healthcare market, understand the local managed care environment, be familiar with relationship management systems.

  • Knowledge and familiarity with hospital inpatient as well as outpatient programs and services, patient financial transactions.

  • Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising as well as prepare clear, comprehensive written and oral reports and materials

  • Ability to make effective oral presentations and prepare concise written reports to a variety of audiences

  • Ability to solve problems and identify solutions

  • Knowledge of computer systems and software used in functional area

  • Active listening skills.

  • Service excellence skills.

Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability. Women and men, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply.