Chapters Health System
  • Professional Relations GSH
  • Lakeland, FL, USA
  • Full Time
  • Director (Non-Clin)

As a compassionate non-profit organization since 1983, Chapters Health System is committed to enhancing the lives of those affected by advancing age or illness. Through our comprehensive system of healthcare choices, we deliver expert care and heartfelt support to guide the community during the aging and end-of-life journey.  From hospice and palliative care for adults and children suffering with life-limiting illnesses to in-home and community-based services for frail but independent seniors, Chapters Health offers a wide range of support services along life's ever-changing landscape.


The Director of Professional Relations is a professional customer service director who oversees the team of Professional Relations Representatives.  The Director develops, organizes, implements and monitors plans to achieve the companies' admissions and growth objectives.



  • Minimum of 2 years of director level or above management experience and business development and/or account management experience or Bachelor's degree in health or business plus 5 years of business development and/or account management experience with 2 years in Hospice
  • Customer Service experience
  • Demonstrated skills and ability in: fiscal accountability, communication (written, verbal, persuasion, negotiation, and public speaking), interpersonal relations, problem solving, individual team motivation, planning and organizing, data analysis, conflict resolution and other leadership qualities
  • Mobile Driver - Valid driver's license and automobile insurance per Company policy
  • Readily available and able for local travel
  • Able to manage physical and emotional demands of hospice work
  • Able to remain calm and problem solve critical situations


            Satisfactorily complete competency requirements for this position.

Responsibilities of all employees:

            Represent the organization professionally at all times through programs delivered and/or services provided to all clients.

            Comply with all State, federal and local government regulations, maintaining a strong position against            fraud and abuse.

            Comply with the organization's policies, procedures and standard practices.

            Observe the organization's health, safety and security practices.

            Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the organization.

            Use resources in a fiscally responsible manner.

            Promote the organization through participation in community and professional organizations.

            Participate proactively in performance improvement at the organizational, departmental and individual levels.

            Improve own professional knowledge and skills.

            Advance electronic media skills.

            Support the organization's research and educational activities.

            Share expertise with co-workers both formally and informally.

            Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.

Leadership Success Factors:

            Communication.  Express thoughts and ideas clearly.  Adapt communication style to fit audience.

            Initiative.  Originate action to achieve goals.

            Management Identification.  Identify with and accept the problems and responsibilities of management.

            Judgment.  Make realistic decisions in consideration of organizational needs and resources.

            Planning, Organizing and Controlling.  Establish course of action for self and/or others to accomplish a specific goal; plan proper assignments of personnel and appropriate allocation of resources. Take action monitor results.

            Leadership.  Utilize appropriate interpersonal in guiding individuals toward task accomplishment.

            Work Standards.  Set high goals and standards of performance. Compel others to perform.

            Tolerance for Stress.  Maintain stability of performance under pressure and/or opposition.

            Innovation.  Generate and/or recognize creative solutions in work related situations.

            Delegation.  Allocate responsibilities effectively and appropriately.

            Staff Development.  Develop skills and competencies of subordinates.

            Organizational Sensitivity.  Perceive the impact and implications of decisions on the organization.

            Ethics.  Model highest standards of conduct and ethical behavior; adopt a strong position against fraud and abuse.

            Regulatory Compliance.  Comply with all regulations and advise staff of their own and the organization's responsibilities; monitor compliance.

Job Responsibilities:


            Achieve admission goals and conversion rate goals, construct strategies, direct implementation of plans to achieve goals, monitor and assess results.

            Works with the Admissions department and Enrollment Center to ensure all appropriate patients are admitted in a timely fashion.

            Directly supervises Professional Relations Representatives and monitors performance against admission and growth goals.

            Assists in developing growth strategies, new programs and collaterals for all service areas.

            Maintain contacts with key referral sources to support long term business relationships.

            Develop a customer service oriented department that identifies and responds appropriately to customers' needs.

            Maintains key contacts and assures optimum territory management. 

            Works closely with Executive Director in hiring and selecting department personnel.

            Evaluates individual capabilities of each member of the department and takes appropriate action if performance does not meet expectations and requirements.  Identifies problem, provides appropriate instruction, experience, counseling and/or discipline as necessary. Makes recommendations for termination of employment if required.

            Recommends staffing patterns and personnel needs.

            Facilitates the development and implementation of appropriate orientation for new employees; monitors new staff members' progress in demonstrating competencies.

            Responsible for all personnel assigned to the department and provides leadership to others who come into the department to provide services, visit or teach i.e. students, physicians.

            Attends and participates in company meetings, e.g. staff meetings, QAPI task forces.

            Provides feedback to Executive Director to assist in developing, implementing and evaluating marketing plans to support companies' patient access objectives.

            Assists in developing standards for measuring marketing and educational impact on external constituents.

            Collaborates with the Admissions, Clinical Leadership, and other Department heads to implement business plans.

            Incorporates joint decision making, and unified goal achievement into departmental practice.

            Demonstrates respect and understanding for all disciplines to further quality patient care.

            Utilizes negotiation and conflict resolution skills to foster collaborative and collegial relationships.

            Approaches decision making collaboratively by practicing PI methods of problem solving both intra and inter-departmentally.

            Performs as liaison between organization, referring community and patient/families to resolve conflict.

            Assumes additional duties and responsibilities as requested by Executive Director.


            Participates in budgetary planning, preparation and administration for the department.

            Accountable for financial management of the department; monitors the expenditures for staffing, supplies, travel, etc.

            Evaluates cost and feasibility of department expenditures as per company policy & procedures.

Staff Development

            Mentors and develops department members, incorporating frequent field visits with and observation of the Professional Relations Representatives.

            Monitors Professional Relations Representative documentation for completeness, accuracy and timeliness of their territory management data.

Communication - Interpersonal Skills

            Assures effective, cooperative, courteous and clear communication with team members, other departments and the referral community.

            Monitors attendance of staff at organizational meetings and in-services.

            Implements conflict resolution techniques with team members and peers to satisfactorily resolve   differences.

            Demonstrates leadership behaviors consistent with the organization's mission and values.

Professional Development

            Attends appropriate in-services and outside programs/seminars.

            Completes administrative competencies.

            Participates in professional or specialty organizations through membership, attendance at meetings.    


            Plans, organizes and coordinates regular Professional Relations Representative meetings.

            Responsible for final review of payroll.

            Collaborates with other departments within the organization to coordinate patient care needs.

            Performs other duties as assigned.

Chapters Health System
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