Log In
Sign Up
About The Position
Manages the facility inquiry and admission process and provides customers with facility-related information via facility tours, personal visits/assessments, conversations and follow-up. Coordinates and implements effective customer relationship programs with the team.
Requirements
- Associate and/or Bachelor’s Degree in Business/Communications field preferred.
- Two years equivalent experience in a customer relations position or Admissions Coordinator position in lieu of degree.
- Previous healthcare community relation’s experience preferred.
- One year of experience in a position requiring customer relations or customer service.
- A background in community involvement is preferred.
Nice To Haves
- Associate and/or Bachelor’s Degree in Business/Communications field
- Previous healthcare community relation’s experience
- A background in community involvement
Responsibilities
- Responds to inquiry calls from hospital discharge planners, families, and other referral sources.
- Conducts facility tours.
- Manages the admission process by maintaining updated bed availability and facility services information at all times.
- Manages the inquiry process professionally, timely and with appropriate follow-up.
- Effectively manages occupancy levels and census/premium mix enhancement.
- Makes customer service calls outside the facility to medical, insurance, legal and financial professionals, and senior organizations, appropriate special interest groups, hospital discharge planners and other community contacts.
- Develops and maintains relationships to advice referral sources of bed availability and new product and services.
- Maintains current database of existing and potential referral sources.
- Utilizes company’s sales practices and sales tracking tools.
- Alerts appropriate department heads and building staff of projected changes; i.e. admissions, bed changes, and discharges, through daily admission meeting to discuss forthcoming changes.
- Utilizes bed management principles.
- Maintains a close working relationship with the Director of Nursing (DNS) and the Business Office Manager (BOM) to assure appropriate and efficient decisions about prospective admissions.
- Recommends admission decisions to facility management.
- Communicates with nursing and housekeeping about appropriate room and bed selection when admissions determinations are made.
- Ensures appropriate admission paperwork and signatures are obtained from residents or responsible parties prior to admission.
- Communicates special needs of new admits to staff to ensure a smooth transition.
- Ensures daily that referral sources and admissions data are entered into the automated referral system.
- Ensures that every admission is educated about and encouraged to sign up for the Alternative Dispute Resolution program (in states where offered).
- Coordinates the development and implementation of customer relationship plans, serves as a chairperson for customer relationship team meetings, monitors budgets and tracks results.
- Maintains a working knowledge of Federal and State regulations and reimbursement guidelines (Medicare and Medicaid).
- Assists with managed care referral process.
- May provide assistance with new employee orientation for the admission process.
- Maintains a database of medical contacts/community resources along with knowledge of industry trends and legislative/regulatory issues and communicates this information to facility staff and community contacts.
- Keeps all patient information confidential.
- Develops and implements special events and presentations targeted at community education, establishing and maintaining status for the facility as the expert on skilled nursing, specialty programs, and rehabilitation care in the community.
- Monitors and evaluates customer satisfaction.
- Shares results with the management team, PI committee, and others as appropriate to develop action plans, as needed.
- Daily follow up on all active and pending inquiries.
- Performs other duties as assigned
Benefits
- Affordable medical insurance options through Anthem Blue Cross Blue Shield
- Dental, vision, and prescription drug insurance options via leading insurance providers
- Internal company assistance in understanding and utilizing your benefit options
- Three options available for Pet Insurance
- Tuition reimbursement and student loan repayment options
- Retirement Savings with 401K
- HSA and FSA options