Diamond Society Specialist

Job Summary

The Diamond Society Specialist serves as a first point of contact for Diamond Society patient families, providing clinical care coordination and support while maintaining an awareness and understanding of philanthropy, including the qualification of prospective donors. This role will be focused on coordinating inpatient and outpatient care, ensuring a seamless, high-touch experience for Diamond Society families. The Diamond Society Specialist creates a meaningful Nicklaus Children's Hospital experience for Diamond Society members, while working with Foundation colleagues to develop strategies to support new prospects and families.

Job Specific Duties

• Provides concierge services for Diamond Society patients seen at any Nicklaus Children's Hospital location, including all outpatient and urgent care locations.
• Greets and escorts families to appointments, facilitates appointment scheduling, assists with prescriptions and/or paperwork, receives orders from outside physicians, and otherwise facilitates patient family needs as appropriate.
• Assists with Patient Access registration process, escorts to appropriate department for appointments, tests, scans, etc.
• Conducts visits to inpatient families in coordination with development officers.
• Keeps Director and Executive Director adequately and proactively informed on situations that may require escalation or special attention.
• Informs Director, Executive Director, and President of appointments/arrivals for Board members, or notable individuals/families immediately to ensure that Foundation and Hospital leadership are aware.
• Uses sound judgement to inform appropriate development officers of activity, events, and situations related to assigned donor families.
• Enters, verifies, and updates patient information into Raiser's Edge NXT in a timely manner.
• Enters Diamond Society actions into Raiser's Edge NXT in a timely manner and generate activity reports.
• Conducts respectful and prompt email and phone communication with both prospective and current patients.
• Presents a calm demeanor in the presence of families and patients, regardless of their level of stress.
• Maintains confidentiality when communicating with patients/families, accessing medical records, and relaying information, in accordance with HIPAA Privacy and Security Laws.
• Effectively multi-tasks and manages competing priorities with efficiency and high productivity.

Minimum Job Requirements

• Bachelor's Degree and/or 4 years of equivalent experience in high touch customer service
• 3-5 years working in a fundraising capacity with major gift donors
• 3-5 years related healthcare experience

Knowledge, Skills, and Abilities

• 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.
• Some knowledge of medical terminology.
• Ability to influence without direct authority.
• Concierge and/or hospitality experience.
• Customer service experience.
• Strong interpersonal skills and ability to establish and maintain effective business relationships with widely diverse groups, including all staff levels both within and outside the organization.
• 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; the ability to write and express complex concepts in respectful way and communicate effectively with internal and external stakeholders and customers
• Ability to manage complex responsibilities and multi-task and respond to changing priorities and varying workloads.
• Able to maintain confidentiality and compliance with HIPAA regulations of all patient matters.
• Excellent judgment and dependability, as well as consistent and conscientious performance.
• Able to develop positive and meaningful relationships, demonstrating care and empathy to families.
• Demonstrates high standards of ethical conduct.
• Demonstrates enthusiasm and passion for patient care.
• Able to work on a flexible schedule as necessary (variable on call weekends/nights).