Assist Admissions Director and/ or Administrator with completing and implementing the facility 30/60/90 day sales plan that outlines at least the following areas:
A list of current referring hospitals and potential hospitals to target in marketing plan
A listing of current competition and our comparison (strength/weaknesses) to them
Plans for at least quarterly community special events for the next 3 quarters
A plan for increasing or maintaining overall census, M2 census and referral relationships
Tentative plans for a specialty program within the facility
Handles phone inquiries, tours and the timely and accurate completion of admissions paperwork
This position will ensure a smooth transition from the home or hospital to the facility with clear communication to all necessary departments
Handles walk-in or telephone inquiries and invites referral source to facility; Gathers nursing information from central admissions (when applicable), referral sources and clinical liaisons
Follows-up on inquiries by conducting tours of the facility, completing inquiry forms for admission paperwork, and providing all inquiries with collateral about the facility
Reviews a list of unoccupied beds and makes preadmission reservations according to type of case and accommodation required daily and as necessary
Ensures that a model room is maintained in the facility and is tour ready. To notify appropriate departments when deficient
Ensuring a smooth patient transition to the facility, overseeing the timely and accurate completion of admission agreements and welcome packets, accurate communication to the clinical team and other department heads
Develop and maintain relationships with existing customers within the general community and develop new referring relationships within the medical professional community to include but not limited to area physicians, social service departments, hospital discharge planners, governmental agencies, and other professionals or groups that may influence inquiries
Communicate with same for the purpose of educating and building awareness of the facility's scope of services
Manage and train the internal backup sales/admission team on inquiries, tours and closing skills and customer-oriented completion of the Admissions Agreement and Welcome packet
Promote facility services, including nursing and therapy services
Follow company sales cycle process
Cold call/ Make appointments to potential referral sources – close the call/follow up plan
Product, Service and Benefit Knowledge: must understand and be able to explain products, services and benefits offered by facility to referral sources, potential residents family members and other inquirers
Skills for screening Residents for Admission: be able to review a potential resident’s chart and explain to a licensed nurse some of the reasons the facility would or would not be able to admit the potential resident
Read and familiarize self with Nursing Home regulations
Read and understand the past facility surveys and 5-star rating system and be able to explain to the Administrator how you would explain the survey process and results along with the 5-star rating system to both a potential resident family and also to the referral source
To able to understand and explain financial eligibility to a referral source, potential referral or a family member
To be able to screen a potential referral utilizing the clinical and financial grids
Uses Referral Screening form to screen residents when applicable
Ensure PASSR is completed upon admission
The sales staff should be responsive to calls from hospitals regarding potential admissions and respond to these calls within 30 minutes
Input demographic, financial and waitlist information into Electronic Medical Director for all referrals
Maintain and update Admissions Team Meeting form daily
Assist with implementing policies and procedures pertaining to inquiries, tours, admissions
Completes Customer Service QA form and provides to appropriate facility, regional and corporate teams when complaint from assigned account including but not limited to case managers, social workers, physicians, patients and family members of patients
The sales team should plan at least one community invited special event each quarter. This can be a scheduled resident activity that is open to the community and not just for resident families.
Stay current and familiarize self with current healthcare and community trends including but not limited to Alternative Payment Models and changes in accounts, competitors or healthcare community
Responsible for the completion of Admissions Surveys and scorecard.
Assisting with maintaining and implementation of the facility customer service program and objectives to include but not limited to customer service orientation for new and current employees
Attend daily huddle calls with regional team
Participates in off hour, holiday and weekend on call duty as assigned
Other duties as assigned.
High School diploma, bachelor's degree preferred
Must possess excellent customer service and interpersonal skills.
The ideal candidate will have problem solving and decision-making abilities.
Will possess the ability to work well with an interdisciplinary team.
Sales and customer service experience required
Experience working in a skilled nursing facility is desired.
