River Terrace Rehabilitation and Healthcare Center -
Fulltime Admissions Coordinator position available at River Terrace Rehabilitation and Healthcare Center in Lancaster, MA!
Summary: This exciting opportunity holds responsibility to build and grow total census and Medicare census by developing the relationships within the market and providing prospective residents and/or the representatives with the information and assistance that is appropriate when considering placement at River Terrace Rehabilitation and Healthcare Center. The AC spends their time engaged in revenue-generating activities: managing census and payer mix, inquiry management, external marketing and community outreach. The AC also spends time engaged in administrative duties: detailed logging of all referral and admission data, customer services/satisfaction, public relations, administrative tasks and other duties as assigned. The Admissions Coordinator maintains a strong professional relationship with Administrator and other center department heads and managers to exceed census expectations. This position reports to the Administrator and Regional Director of Business Development.
Qualifications:
Education:
Associates degree in an appropriate field. Bachelors degree strongly preferred.
Two years equivalent experience in sales/marketing position or Admissions Director position preferred.
License/Certifications:
Must have a valid drivers license.
Experience
1-2 years of experience in sales/marketing position, or with a heavy emphasis on customer service. A background in community involvement is preferred.
Essential Functions:
Census/Payer Mix Management
- Fulfills a proactive, take charge role in the centers Morning Meeting. Communicates effectively with the Administrator and other department heads to resolve admission issues. Conducts tours for prospective customers interested in River Terrace. Works with Social Worker to ensure that internal conversions of patients from short-term rehab to long-term care take place when appropriate. Maintains an accurate record of available beds, along with upcoming openings. Alerts department heads/facility staff of projected room changes admissions, discharges, patient transfers at the daily admission meeting. Leads the bed management process, using established process and alerts interdisciplinary team on fiscal needs of the facility regarding quality mix.
Customer Service & Satisfaction
- Models exemplary customer service to all constituencies at all times. Establishes realistic expectations for services levels with residents, families and referral sources. Trains center staff on basic customer service and satisfaction principle. Communicates customer objectives and expectations with center department heads and staff. Leads Customer Service training in all new hire orientations.
Inquiry Management
- Responds in less than 15 minutes to inquiry calls from the families 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 three-deep backup team to capably handle an inquiry when he/she is out of the center making external sales calls. Manages occupancy levels and ensures that census/quality mix is consistently at or exceeds budget expectations.
External Sales-
- Performs a minimum for three to five outreach calls per week. Develops business relationships with a growing base of referral sources, leading to a consistent flow of quality referrals to the center. Networks effectively with current and past customers to solicit and generate referrals. Maintains a current, prioritized key account list, including a data base of key referral metrics for both existing and potential referral sources. Maintains an active involvement in community organizations and associations. Uses patient-specific and center-specific communication tools to expertly convey Marquis values to the customer. Utilizes Marquis sales practices and sales tracking tools to document the efficacy and effectiveness of the centers external sales efforts. Demonstrates a working knowledge of Marquis sales model and its applications in different customer setting.
Lead-Based Marketing
- Strategically plans sales calls utilizing Marquis sales tools such as the Resident Admission Questionnaire (RAQ). Utilizes Marquis sales practices and sales tracking tools to document the efficacy and effectiveness of their personal lead-based marketing efforts.
Sales & Marketing Plan Analysis, Development and Execution
- Coordinates the development and execution of the centers quarterly sales and marketing plan. Maintains a detailed working knowledge of the local market including hospitals, managed-care, and specialty services in competitive data and remains aware of any changes in these key market factors. Leads the centers weekly marketing team meetings. Ensures weekly log of sales calls, along with monthly and quarterly metric reviews with Administrator and Regional Director of Business Development.
Community Relations
- Develops and implements special events and presentations targeted at community education, establishing and maintaining the centers status as the expert on skilled nursing, specialty programs, rehabilitation care and other healthcare issues in the community.
Administrative Tasks
- Enters each and every referral into Marquis online Referral Tracking System (RTS) with explicit detail paying close attention to payer, referring institution, referral source, referring physicians, and steps to conversion. Enters all potential admissions into Point Click Care (PCC) prior to their arrival. Prepares medical chart and patient identification as directed. Provides department heads with appropriate pre-admission paperwork. Alerts nursing services to patient arrival. Maintains a resident waiting list in accordance to State Regulations. Maintains daily census reports as directed. Keeps all patient information confidential. Performs other duties as assigned. Participates in conference calls and submits reports in a timely manner.
Benefits
- Health, vision and dental benefits
- 401k match
- EAP Resources
- Regional level support and oversight along with opportunities for mentorship
- Clinical liaison support for all hospital referral reviews and marketing.