Account Manager, NHTD/TBI

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Title: Account Manager, NHTD/TBI

Reports To: Director of NHTD/TBI Services

Classification: Exempt

Supervises: N/A

JOB SUMMARY:

The Account Manager, NHTD/TBI Division is responsible for developing, managing, and expanding referral relationships to support the growth of the Nursing Home Transition and Diversion (NHTD) and Traumatic Brain Injury (TBI) Waiver Programs. This role serves as the primary liaison between Always Compassionate Health and referral partners, including Regional Resource Development Centers (RRDCs), hospitals, rehabilitation facilities, skilled nursing facilities, Managed Care Organizations, Health Homes, Care Management Agencies, and community organizations.

The Account Manager is responsible for generating qualified referrals, maintaining strong professional partnerships, facilitating successful participant enrollment, and collaborating with internal teams to ensure timely service initiation and exceptional participant experiences.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop, maintain, and expand relationships with referral sources supporting the NHTD and TBI Waiver Programs.
• Serve as the primary point of contact for assigned referral partners, ensuring consistent communication, responsiveness, and exceptional customer service.
• Identify and cultivate new referral opportunities with hospitals, rehabilitation centers, skilled nursing facilities, Health Homes, Care Management Agencies, Managed Care Organizations, physicians, behavioral health providers, independent living centers, and other community organizations.
• Conduct regular in-person and virtual meetings with referral partners to educate stakeholders on Always Compassionate Health's NHTD/TBI services and referral process.
• Promote community-based waiver services that support individuals transitioning from nursing facilities or remaining safely in their homes.
• Collaborate closely with Intake, ILST staff, Service Coordinators, Operations, and Clinical teams to facilitate timely participant admissions and service implementation.
• Monitor referral pipelines, participant admissions, conversion rates, and census growth while maintaining established performance metrics.
• Follow referrals throughout the intake and enrollment process, proactively addressing barriers to admission or service delivery.
• Resolve referral partner, participant, or caregiver concerns professionally while maintaining strong ongoing relationships.
• Maintain a comprehensive understanding of NHTD and TBI Waiver eligibility requirements, service offerings, Medicaid regulations, and program guidelines.
• Monitor market trends, competitor activity, referral patterns, and community needs, providing recommendations to leadership for continued program growth.
• Represent Always Compassionate Health at community events, provider meetings, discharge planning conferences, networking opportunities, and educational presentations.
• Maintain accurate documentation of referral activity, account interactions, outreach efforts, and business development initiatives within agency systems.
• Meet or exceed monthly, quarterly, and annual referral, enrollment, and revenue goals.
• Perform other duties as assigned.

Qualifications/Education:
 

• Bachelor’s degree in healthcare administration, Social Work, Human Services, Business Administration, Nursing, or a related field preferred.
• Licensed Practical Nurse (LPN), Registered Nurse (RN), LMSW, LCSW, or another healthcare-related licensure preferred.
• Minimum of 2 years of experience in healthcare marketing, community outreach, business development, account management, waiver services, home care, or care management.
• Experience with New York State NHTD and/or TBI Waiver Programs strongly preferred.
• Demonstrated success building relationships within hospitals, rehabilitation facilities, nursing homes, Managed Care Organizations, Health Homes, or community agencies.
• Strong understanding of Medicaid waiver programs, long-term services and supports (LTSS), home and community-based services (HCBS), and care coordination preferred.
• Proven ability to achieve growth targets in a commission-driven or performance-based environment.
• Excellent communication, presentation, networking, and relationship-building skills.
• Strong organizational, time management, and problem-solving abilities.
• Proficiency with Microsoft Office Suite and CRM/database systems.

Requirements:

• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to establish and maintain professional relationships with internal and external stakeholders.
• Demonstrate professionalism, integrity, and discretion when handling confidential participant information.
• Ability to travel throughout assigned territories for referral development and community outreach.
• Valid driver's license and reliable transportation required.

Compensation:

Base Salary: $75,000 - $85,000 annually

Work Environment:

• Ergonomic workspace
• Ambient interiors
• Organized office plan
• Hygienic environment
• Employee satisfaction
• Staff loyalty
• Employee empowerment
• Career growth

Always Compassionate Health is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Always Compassionate Health are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, creed, national, social or ethnic origin, political viewpoint, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, protected veteran status, citizenship status when otherwise legally able to work, or any other status protected by the laws or regulations in the locations where we operate.

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