Manager, Visionary Patient Program | Full-Time

Wills Eye Hospital is hiring a Manager of the Visionary Patient Program (VPP) in Philadelphia, PA as a part of the Wills Eye Foundation team. In this role, you’ll manage the programming and services for VPP program members and identified patients. This is a Full-Time opportunity for someone who wants to serve as the primary point of contact for members and potential members to provide high-touch, personalized service to enhance the patient experience and cultivate long-term philanthropic affinity.  

Why Join Wills Eye 

At Wills Eye Hospital, you’ll be part of a nationally recognized leader in ophthalmology and vision care. We are known for clinical excellence, innovation, and patient-centered care. 

We offer: 

• Competitive compensation and benefits such as medical, dental, and vision plans, retirement plan, tuition assistance, paid time off, and employer assistance programs (EAPs) 

• Opportunities for training, certification, and career growth 

• A collaborative, mission-driven clinical environment 

• Access to advanced technology and specialized care teams 

In this role, you’ll support clinic staff and physicians to ensure seamless care for VPP patients while maintaining HIPAA regulations and Association of Healthcare Philanthropy ethical guidelines.  

You’ll be successful if you can effectively balance patient concierge services, relationship management, healthcare operations, and fundraising support while maintaining exceptional discretion and service standards. 

Key Responsibilities 

• In collaboration with the Chief Development Officer of the Wills Eye Foundation, establishes and manages the Visionary Patient Program operations at all Wills Eye Hospital locations, primarily based at the main hospital. 

• Track and confirms membership in the VPP, renew and solicit memberships and provide information and welcome packets to interested VPP members.  

• Partner with frontline fundraising colleagues (i.e. CDO, Major Gift officers, CFR) to engage donors for considering additional or larger philanthropic gifts. 

• Provide routine reporting and participate in program analysis and strategic planning for VPP 

• Provides navigation of VPP members, their families and select individuals for appointments with an emphasis on privacy, patient safety and the highest standards for patient satisfaction. 

• Lead the operation and management of all referrals to the VPP process. 

• Facilitate patient appointment scheduling and providing high quality navigation services for VPP members and high-profile patients. May include appointment scheduling for the main hospital, suburban offices, or surgery centers affiliated with Wills Eye Hospital. 

• Coordinates various medical record and insurance details for outpatient and inpatient services. 

• Partners with clinical services to facilitate timely, comprehensive appointments and ensure fair, accurate billing practices.  

• Liaise between VPP members and physicians to answer any medical inquires between appointments. 

• Provides timely availability to patients when on duty. The Manager of VPP may at their discretion decide they are needed on-site and come in during off hours. 

• Collaborate with Jefferson Signature Services and other third party concierge services to arrange appointments and cultivate potential donors. 

• Collaborate and Communicate effectively with physicians and their staff throughout the organization about the VPP program. 

• Leads education about the VPP for physicians, clinical staff, nursing, administrative staff, and development staff. 

• Ensure confidentiality and compliance with HIPAA, Medicare and other governmental regulations. 

• Maintain ongoing training and education in healthcare philanthropy and HIPAA. 

What You Bring 

You may be a strong fit for this role if you can seamlessly operate in both healthcare operations and relationship management, while providing a high-touch, concierge-level experience for patients and donors. You enjoy working as part of a team, communicating clearly, and supporting both patients and providers. 

Minimum Qualifications 

• Bachelor's degree in Business Administration, Communications, Healthcare Administration, Public Health, Nonprofit Management, or a related field; equivalent combination of education and experience may be considered. 

• Three (3) to five (5) years of experience in patient services, customer relations, healthcare administration, physician practice operations, donor relations, hospitality, concierge services, or a related field. 

• Experience providing exceptional customer service and managing sensitive or confidential information. 

• Demonstrated ability to build and maintain relationships with a wide range of stakeholders, including patients, physicians, donors, and administrative staff. 

• Strong organizational skills with the ability to manage multiple priorities and coordinate complex schedules. 

Knowledge, Skills, and Abilities 

• Exceptional interpersonal, communication, and customer service skills. 

• Ability to exercise discretion and maintain confidentiality. 

• Strong attention to detail and follow through. 

• Ability to work independently while collaborating effectively across departments. 

• Proficiency with Microsoft Office applications and database systems. 

• Knowledge of HIPAA regulations or ability to learn and maintain compliance requirements. 

Preferred Qualifications 

• Experience or continuing education in healthcare, patient experience, customer service, philanthropy, or nonprofit management. 

• Experience in a healthcare setting, academic medical center, nonprofit organization, or development office. 

• Experience working with high profile clients, donors, executives, or concierge service programs. 

• Familiarity with healthcare scheduling systems, electronic medical records, or donor databases. 

We know great candidates do not always meet every preferred qualification. If this role interests you and you believe you could be successful in it, we encourage you to apply. You may be a fit for other roles across our organization. 

About Wills Eye Hospital 

Wills Eye Hospital is a world-renowned leader in ophthalmology, ranked among the top eye hospitals in the nation by U.S. News & World Report. Established in 1832, Wills Eye is one of the oldest and most respected eye care institutions in the world. 

Each year, our team provides specialized care to more than 250,000 patients, ranging from routine eye conditions to complex, sight-threatening diseases. Through advanced surgical capabilities, innovative research, and a commitment to clinical excellence, we continue to shape the future of vision care. 

Ready to take the next step? Apply today for our Manager of the Visionary Patient Program (VPP) opportunity in Philadelphia, PA as a part of the Wills Eye Foundation team. 

Recruitment Process Safety: Official recruitment communications from Wills Eye will only come from an authorized @willseye.org email address. Wills Eye will never ask for payment, banking information, Social Security numbers, or other sensitive personal information during the early stages of recruitment, and we do not extend offers without a formal interview process. If you receive a suspicious message or offer, please do not click links, open attachments, or share personal information. Please note Wills Eye does not offer remote positions.