Organic Business Growth / Responsabile Della Crescita Organica (pazienti)

Organic Business Growth Manager

NephroCare, a company of the Fresenius Medical Care Group, is a leader in providing services for the treatment of renal failure: it is present in 8 regions of Italy with an important network of dialysis centers (currently 55) and cares for about 2,800 patients on chronic dialysis.

We are currently looking for an Organic Business Growth Manager.

The selected person will be responsible, in agreement and under the guidance of the Head of Governmental Affairs & Market Growth to whom they will report directly, for managing the company's success in respect of company objectives and maintaining a constant focus on patient well-being.

They will be responsible for the implementation of growth plans at a national level to reach the objectives of growth in the number of treatments and revenues, supporting the acquisition of an equitable market share.

They will coordinate all actions to increase the attraction and retention of patients, including awareness measures on Chronic Kidney Disorder, monitoring of patient influx and abandonment, market information, collection of patient feedback and the implementation of measures to improve patient experience.

The selected person will be mainly engaged in travel on the territory. In periods where no out-of-office activities are planned, the person will be able to carry out their work remotely.

The reference location will be Naples (NA).

There is a placement with a permanent contract with a probationary period as per the level and contract (CCNL Commercio).

Main Activities and Responsibilities

Organic Growth

Business Planning and Market Intelligence

• Supports the creation and maintenance of market intelligence data
• Monitors the growth rates of local competitors
• Creates and implements growth plans and initiatives related to local dialysis treatment in collaboration with their manager and Business Operations figures; regularly examines patient influx and develops action plans in case of poor performance, contributing to the development of new business opportunities
• Executes and ensures actions for service diversification, including:

• Creation, development, and optimization of CKD programs (to improve awareness of services offered, support the entry of new patients, contribute to the configuration of the organization, measure and optimize results)
• Establish and support links with other services outside of kidney diseases (such as vascular surgery, cardiology, diabetes, nutrition) relevant to the business

Internal/External Stakeholder Relations

• Develops and maintains relationships with General Practitioners, Nephrologists, and other reference doctors, to promote growth opportunities
• Develops and maintains close relationships and communications with Area Managers and Clinic Directors, in order to implement growth initiatives in the territory

Dialysis Tourism Coordination

• Coordinates the activities of local and international "Holiday Dialysis" promotion: collects patient requests, verifies availability and collaborates with international coordination to organize dialysis during vacations abroad

Patient Relations

Patient Experience, Interaction, and Involvement

• Ensures that patients' rights and duties are known and respected within the local network
• Supports the localization of the CDI Patient Experience Improvement Program with the goal of improving staff behaviors in the direction of personalized patient care, based on empathy, respect, compassion, and assistance
• Supervises the update of local materials and tools for international patient training and ensures the proper distribution and use of these within the local network
• Collaborating with the local Marketing function, contributes to communication and marketing activities on the territory for patients (ex. informational material, events, etc.)
• Implements various tools (ex. patient apps and other digital tools) and programs (ex. education programs, exercise programs, etc.) of patient involvement

Patient Associations

• Develops relationships with the local patient association, contributing to the creation of measures to increase awareness of chronic and acute kidney failure, to promote the diversification of action modes, improve access to vascular surgery, and other measures to support the convergence of interests of the parties involved
• Supports the reference associations in their efforts to educate patients

Public Relations

• Participates in local and national meetings related to kidney failure and the meetings of the Care Home associations, with the aim of developing new relationships and contacts in the perspective of business development
• Acts as a point of reference for local patient community events, with the purpose of strengthening the social connection

Patient Complaint and Satisfaction

• Coordinates the implementation at the local level of the patient complaint mechanism and provides for the regular collection and reporting of the same, as well as the proper distribution, management, escalation, and follow-up.
• Collects patient feedback (through surveys and other tools) and initiates targeted improvement measures

Quality, Legal & Compliance

• Follows and respects all FME policies, guidelines, manuals, and operational procedures
• Keeps up to date with the current version of FME policies relevant to their role, integrating company values into daily activities

Requirements

• Degree or equivalent preferably in Social Sciences, Health Care Sciences, Economics, or Marketing
• Minimum experience of at least 5 years in managerial roles in healthcare companies, preferably in the Dialysis segment
• Minimum experience of at least 3 years in functional management or in responsibility roles in Customer Service or Marketing functions
• Fluent knowledge of the English language
• Domicile in Campania or Lazio
• Availability to carry out frequent trips and to come into contact with patients

Competencies & Skills

• Excellent communication skills
• Strong ability to define priorities and manage high-volume workloads
• Capacity for strategic thinking and decision making even in changing conditions and conflicting demands
• Excellent analytical, problem-solving, and critical thinking skills
• Result, patient, and customer orientation
• Excellent ability to manage change, conflicts, and negotiation
• Actively promotes principles of leadership and team work based on company values
• Excellent ability to write proposals and negotiate contracts, create local marketing plans and manage geographically differentiated business interests
• Knowledge of customer service practices
• Basic knowledge in marketing and/or in the communication area
• Excellent project management skills
• Good knowledge of dialysis therapies and understanding of patient psychology
• Excellent knowledge of main IT platforms/systems (MS Office, SAP, Intranet, etc.)
• Basic knowledge of topics related to electronic health and data security