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REPORTS TO: Administrator
with dotted line to Regional Manager
POSITION SUMMARY:
Manage the Center customer flow (referral), admissions process including community sales, referral management, and admission sign-in, through post-admission utilizing the Recover-Care Core Operating System (PCC).
Meet census goals by working with the center’s interdisciplinary team and Recover-Care HealthCare Area entities to coordinate customer flow into and through the nursing center.
Guide the center sales program which ensures: strong customer, referrer, and payor satisfaction; appropriate market penetration; positive public image; maximization of center QMix and Average Daily Census (ADC) goals.
Reports through a dotted line relationship to the Regional Manager/Director, Sales and Marketing to accomplish targeted QMix and Average Daily Census (ADC) goals. The reporting relationship includes but is not limited to:
o Clarification of admission roles and responsibilities;
o Advice and direction relating to center admission performance improvement
o Direction on participation in “Team Sales.”
o Development of sales, service, and relationship management expertise
o Guidance through monthly meetings to achieve business and personal professional goals.
o Identification of opportunities for improvement to address admission barriers and create improvement plans.
RESPONSIBILITIES/ACCOUNTABILITIES:
1. Assess inquiries when necessary and respond to referrers based on protocol, communicate admission decision, and ensure positive admission experience for customer and family.
2. Ensure an immediate response to CareLine, phone, fax, and walk-in inquiries and referrals and notifies Administrator, RDSM and CareLine Director of barriers.
3. Coordinate tour and sales process with customers, families, and referrers; either personally or through Admissions Designee.
4. Conduct follow-up on all inquiries which have not yet been converted to admissions.
5. Ensure proper completion, signing and distribution of paperwork in accordance with Admission Sign-In policy and procedure.
6. Meet with family and customers upon admission and ensure appropriate preparation of room and introduction to nursing staff on unit.
7. Ensure comprehensive and accurate gathering and documentation of customer data in PCC which will enhance appropriate placement and coordination within a Recover-Care HealthCare Center.
8. Maintain thorough knowledge of medical, social and financial information relating to Elder Care.
9. Work with Administrator/Regional Director of Sales and Marketing and appropriate staff to ensure consistent, effective admissions, discharge and transfer meetings.
10. Review performance statistics including customer flow, pending and lost inquiries, denials, hospital discharges and sales activity.
11. Facilitate sales opportunities for referring hospitals by identifying, initiating, nurturing and maintaining contact with physicians, social workers, discharge planners as it relates to individual center as well as center cluster; work with Administrator and Regional Marketing to follow up, as needed.
12. Stay abreast of services available within the center and throughout Recover-Care Health Care in order to serve as liaison with the center to hospital discharge planners, utilization review nurses, physicians, and other professionals to assist in efficient use of center and alternate care setting within Recover-Care HealthCare.
13. Provide information to referral sources of customer’s progress as appropriate within HIPPA guidelines.
14. Develop and implement long-range and short-term sales plans.
15. Coordinate and participate in presentations about the center or other appropriate healthcare topics to hospitals, physicians, and other potential referral sources.
16. Work with Administrator to ensure customer satisfaction and to assess/respond to customer satisfaction surveys.
17. Concern his/herself with the safety of all center customers in order to minimize the potential for fire and accidents. Also, ensure that the center adheres to the legal, safety, health, fire and sanitation codes by being familiar with his/her role in carrying out the center’s fire, safety and disaster plans and by being familiar with current MSDS.
18. Put Customer Service First: Ensure that customers and families receive the highest quality of service in a caring and compassionate atmosphere which recognizes the individuals’ needs and rights.
19. Perform other duties as requested.
SPECIFIC EDUCATIONAL/VOCATIONAL REQUIREMENTS:
1. Minimum of three (3) years experience in a healthcare setting.
2. Minimum of two (2) years college education in the field of health care administration, business management, and/or marketing or public relations preferred.
3. Ability to adjust work schedule based on the centers business needs, specifically incoming admissions. Must be available 24/7 to take admissions calls.
4. Must provide verification of TST (tuberculin skin test) as required by state law and in accordance with Company policy. TSTs will be administered at the work site if required.
5. This position requires that the employee is able to read, write, and speak and understand the spoken English language to ensure the safety and wellbeing of our patients and visitors at the work site when responding to their medical and physical needs.
COMPETENCIES:
Care & Compassion for every life we touch. Empathetic and adept in dealing with the geriatric population and families in crisis.
Core
Respect & Appreciation for each other. Treats others with respect and consideration regardless of their status.
Core
Teamwork & Enjoyment in working together. Works with other members of team to support “peak periods” and assure team goals are met on a daily, monthly, yearly basis. Seeks increased responsibility; can work independently.
Core
Focus & Discipline on improving the quality of care. Understands the caregiver
(care management or care support) role, its importance and the discipline necessary to deliver quality care and service.
Core
Creativity & Innovation to develop effective solutions. Is creative in responding to issues while balancing multiple competing priorities. Within policies and procedures, finds new ways of performing old tasks.
Core
Honesty & Integrity in all dealings. Communicates proactively, accurately and completely ensuring appropriate information is shared with relevant parties.
Core
Productivity & Planning: Meets or exceeds productivity standards. Prioritizes and plans work activities. Assumes responsibility, takes initiative, meets reasonable time estimates, completes assignments efficiently and effectively controls work. Organizes or schedules other people and their tasks.
Advanced
Communications: Communicates clearly, informatively, effectively and persuasively in positive or negative situations. Listens and gets clarification. Responds well to questions. Participates in meetings. Approaches others in a tactful manner.
Advanced
Quality Management: Looks for ways to improve and promote quality. Attention to complete, accurate and thorough details.
Advanced
Organizational Support: Follows policies & procedures. Completes administrative tasks correctly and on time. Supports organization’s goals & values
Advanced
Problem Solving: Identifies and focuses on key issues, formulates plans to gather the right information, develops solutions and incorporates new ways of thinking about situations. Synthesizes complex or diverse information. Uses intuition and experience to complement data.
Intermediate
Judgment: Displays willingness to take risks and make decisions. Includes appropriate people in decision-making process. Exhibits sound and accurate judgment in making timely decisions. Supports and explains reasoning for decisions.
Intermediate
Business Acumen: Understands business implications of decisions and the relationship between work performed and clinical, financial and operational results. Works within approved budget and contributes to profits and revenues.
Conserves organizational resources.
Intermediate
Adaptability: Able to deal with frequent changes, delays, unexpected events, or the unknown in the work environment. Changes approach or method to best fit the situation. Is resourceful and flexible. Open and enthusiastic to new ways of performing tasks.
Intermediate
Customer Service: Ensures customers receive the highest quality of service in an attentive and responsive atmosphere. With each interaction, identifies the parties in the customer relationship. Manages difficult or emotional customer situations. Meets commitments.
Advanced
Sales Orientation: Capacity for public relations, including presentation in group and individual settings. Creatively presents Recover-Care service offerings and aligns them to referral source/patient/customer/employee needs. Projects positive image in educating referral sources on Recover-Care capability.
Intermediate
Relationship Management: Builds positive relationship with patients/families, referral sources and team. Deals effectively with situations involving attitudes, opinions and feelings of others. Partners with appropriate parties to present and gather sensitive information and communicate the importance of meeting deadlines to achieve mutually beneficial results. Anticipates responses, responds to barriers, escalates situations when necessary.
Advanced
Revenue Cycle: Understands customer life-cycle and flow, payor sources and requirements. Capable of educating customers on how pay plans cover LTC costs and services.
Advanced
Professionalism: Comfortable working in a fast paced, healthcare environment and interfacing with a variety of industry professionals. Reacts well under pressure. Maintains professional image and demeanor at all times. Keeps current on developments in technical competency – knowledge, skills, operations, policies, procedures.
Intermediate
Computer Skills: Uses a variety of tools to perform job. Tools may include: Fax, Pager, Mobile Device, Cell Phone, Computer, Microsoft Office and other proprietary applications.
Intermediate
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