Linden Place Center for Nursing & Rehabilitation is seeking a FT Patient Concierge. 

Summary:Responsible to build and grow census/quality mix by developing the market and providing prospective residents and/or responsible parties with information and assistance that is appropriate when considering the selection of an Alliance Health center.The PC spends his/her time engaged in revenue-generating activities: census/mix management (including internal conversions), inquiry management, external sales calls, lead-base calls to build long- term custodial census, and community education.Also, the PC spends time engaging in non-revenue generating activities: customerservice/satisfaction,publicrelations,administrativetasksandotherdutiesasassigned.Maintains a strong professional relationship with the Executive Director and other center department heads and managers.

Qualifications:

Education

·Associatesdegreeinanappropriatefield.Bachelor’sdegreepreferred.

·Twoyearsofequivalentexperienceinasales/marketingpositonorAdmissionsCoordinator/Directorpositionwillbe considered in lieu of a degree.

License/Certification:

·Musthaveavaliddriver’s license

Experience

·3-4yearsofexperienceinasales/marketingposition,orwithaheavyemphasisoncustomerservice.A background in community involvement is preferred.

EssentialFunctions:

Census/Mix Management – Fulfills a proactive, take-charge role in the center’s Morning Stand-Up meetings. Communicatesweekly with the ExecutiveDirector (ED) andotherdepartmentheads to resolve admission issues, including ongoing meetings with the Director of Nursing Services (DNS) to discuss clinical service issues and updates to the Clinical Grid.Conducts twice weekly physical environment rounds with the ED and select department heads (Housekeeping, Plant Operations, etc.) to resolve center presentation issues.Conduct tours for prospective customers interested in Alliance’s skilled nursing care services.Works with the Social Worker to ensure that internal conversions of patients from short-term rehab to long-term care take place when appropriate.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 Alliance principlesandprotocols.WorkswiththeDNSandtheBusinessOfficeManager(BOM)toensureappropriateand efficient decisionsaremade regardingprospectiveadmissionsMakesrecommendationre: admissiondecisionto appropriatefacilitymanagementancommunicatesthesedecisionsregardingroomandbedselectiontoall relevant parties. Exhibits expertise with payers, benefits available for all potential admissions.

·Customer Service & Satisfaction – Models exemplary customer service to all constituencies always. Establishes realistic expectation 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 center 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 (via familysurveys), community sourcesand inquiries thatwereunable to admit.Shares resultswiththemanagementteam,PIcommitteeandothersasappropriatetodevelopactionplansasneeded.

·Inquiry Management – Responds promptly to inquiry calls from hospital discharge planners, 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 always maintaining updated bed availability and facility services information.Trainstheback-upteamtocapablyhandle 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 – 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 database of key referral metrics for both existing and potential referral sources.Conducts external sales calls to medical community contacts – especiallyhospitaldischargeplanners,physicians(admitting/attending),andinsurancecompanycasemanagers. Makes external sales calls to legal and financial professionals, senor organizations, special interest constituents and other community and financial professionals, senor organizations, special interest constituents and other community contacts.Maintains an active involvement in community organizations and associations.Uses patient-specific and center-specific communications tools to expertly convey Alliance’s story to customer constituents.Utilizes Alliance’s sales practices and sales tracking tools to document the efficacy and effectiveness of the center’s external sales efforts.

·Lead-Base Marketing – Develops personal relationships with prospective customers by completing a specified volumeofvoice-to-voicephonecallseachmonthtoindividualsinthecenter’sdatabase.Maintainsacurrentlist of prioritized lead-base for potential customers.Utilizes Alliance’s sales practices and sales tracking tools to document the efficacy and effectiveness of his/her personal lead-based marketing efforts.

·Sales & MarketPlan Analysis, Development and Execution – Coordinatesthe development and executionof the center’s 30-60-90 day sales and marketing plan.Maintains a detailed working knowledge of the local market – includinghospitals,managedcare,specialtyservicesandcompetitivedata–andremainsawareofanychangesin these key market factors.Visits competitors as needed (at least once per year) in order to demonstrate expert command of Alliance’s value proposition.Leads the center’s marketing team meetings.Monitors budgets. Tracks results.Provides center management with training on conducting peer-to-peer sales calls.

·CommunityRelations–Develops andimplementsspecial eventsandpresentations targetedatcommunity education,establishingandmaintainthecenter’sstatusasheexpertonskillednursing,specialtyprograms, rehabilitation care and other healthcare issues in the community.

·Specialized Healthcare Industry Expertise– Maintains a working knowledge of Federal and State regulations and reimbursement guidelines (Medicare and Medicaid).Maintains a working knowledge of healthcare industry trends and legislative/regulatory issues and communicates this information on a consistent basis to referral sourcesandcenterstaff.Assistswithmanagedcarereferralprocess.Mayaidwithnewemployee orientation for the admission process.

·Admission Process Paperwork and Documentation – Creates all admission packets in accordance with Alliance policies and procedures.Works with HQ Admission Committee to ensure that only Alliance approved forms, marketing collateral and literature are in use at the center.Ensures appropriate admission paperwork and signaturesareobtainedfromresidentsorresponsiblepartiespriortoadmission.Communicatesspecialneeds of new admits with ID team to ensure a smooth transition.Ensures that referral sources and admission data are entered into the automated referral system daily.In states where Alliance chooses to offer Alternative Dispute Resolution (ADR), ensures that every admission is educated about, and encouraged to sign-up for, the ADR program.

·AdministrativeTasks–Keepsallpatientinformationconfidential.Performsotherdutiesasassigned.

Knowledge/Skills/Abilities:

·Expertabilitytomakesalescallsanddevelopbusinessrelationshipswithreferralsourcesusing time/territory key account management principles.

·Expertabilityatmakingeffective(persuasive)presentationsandpublicspeaking.Demonstratesself-confidence.

·Expertabilitytousethetelephoneasasalestool,withanaptitudefortranslatingphonecontactsintoservice provider-customer business relationships.

·ProficientuserknowledgeofWindowsOfficeprograms(Word,Excel,PowerPoint),andtheabilitytolearn specialized computer applications that are specific to handling job requirements.

·Displayresponsibilitybytakingownershipofqualitycare.

·Workingknowledge(ortheabilitytolearn)ofhealthcarereimbursementprograms(payersources).

·Abilitytodevelopprofessionalworkingrelationshipsandcommunicateeffectivelywithmultipleconstituencies– residents, family members, medical community professionals, community opinion leaders, fellow Alliance associates, etc.

·Abilitytoplan,organizeandpoetizemultipletasksthatneedtobecompleteddaily.Excellent organizations skills and documentation orientation.

·Abilitytomaintainconfidentiality.

·Abilitytoworkindependently.Mustbeself-motivatedandgoaloriented.

·Abilitytocommunicateeffectively,bothorallyandinwriting.

·Abilitytoworkflexiblehours,asadmissionresponsibilitymaydictate.

·Abilitytomaintainregularattendance.

·Assureresidentsafetywhileperformingjobresponsibilitiesandfunctions.

·Abilitytoperformtheessentialjobfunctionsofthisjob,withorwithoutreasonable accommodations.

DISCLAIMER:

Thisdescriptionisdesignedtoindicatethegeneralnatureandlevelofworkforthisposition.Itisnotintendedto describe minor duties or other responsibilities that may be periodically assigned.