Responsibilities

• Develops and maintains relationships throughout health care industry to promote the facility.
• Fosters relationships with healthcare system discharge planners; request referrals from the same.
• Fulfills a proactive, take-charge role in the facility’s stand up meetings. Communicates weekly with the Administator and other department heads to resolve admission issues, including ongoing meetings with the clinical team.
• Conducts routine physical environment rounds with the Administator and select department heads (Housekeeping, Facilities, etc.) to evaluate and resolve facility presentation issues.
• Conduct tours for prospective customers interested in the facility’s services.
• Ensures room readiness for new residents.
• Alerts department heads/facility staff of projected room changes - admissions, discharges, patient transfers - at the daily stand up meeting.
• Leads the bed management process. Works with the Administator to ensure appropriate and efficient decisions are made regarding prospective admissions. Makes recommendation re: admission decisions to appropriate facility management and communicates these decisions regarding room and bed selection to all relevant parties.
• Models exemplary customer service to all constituencies at all times. Establishes realistic expectations for service levels with residents, families and referral sources. Responsible for communicating Customer Service Satisfaction Survey results to other staff and developing plans to improve service delivery in specific areas. Trains facility staff on basic customer service and satisfaction principles. Communicates customer objectives and expectations with center department heads and staff. Monitors and evaluates customer satisfaction of various constituents, including new admissions, post-discharges, current residents and families, community sources and inquiries that were unable to admit. Shares results with the management team and others as appropriate to develop action plans, as needed.
• Responds promptly to inquiry calls from hospital discharge planners or Clinical Liaisons, families and other referral sources. Also responsible for taking the initiative to regularly visit the hospitals and other referral sources. Manages the inquiry process in a professional and timely manner, with appropriate follow-up. Conducts daily follow-up on all active and pending inquiries. Manages the admission process by maintaining updated bed availability and facility services information at all times. Trains the back-up team to capably handle an inquiry when he/she is out of the facility. Manages occupancy levels and strives to have census/quality mix consistently at or above budget expectations.

Requirements

• Education: Associate’s or Bachelor’s degree in an appropriate field preferred.
• Two years of equivalent experience in a sales/marketing position or Admissions Coordinator position will be considered in lieu of a degree.
• Licenses/Certification: Valid driver’s license.
• Experience: Six months experience in a long-term care environment preferred.
• 3-4 years of experience in a sales/marketing position, or with a heavy emphasis on customer service.

Preferred

• A background in community involvement is preferred.