Resident Services Coordinator

Paradigm Healthcare at Pines and Sweeny is seeking a Resident Services Coordinator!

Primary Responsibilities

As the Resident Services Coordinator, this position will manage the admission systems through oversight of the Resident Services Coordinator management of the facility or multi facility sales and business development teams as well as building a strong working relationship with the hospital liaison. The Resident Services Coordinator is responsible for promoting the services of the facility to generate inquiries, gathering and communicating information necessary for the interdisciplinary team to determine appropriate admissions.

Essential Functions

• The Resident Services Coordinator is responsible to build and grow revenue through inquiry and census growth
• Responsibilities include 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
• Responsible for directing facility sales and business development efforts, including chairing the Internal Business Development Committee meetings
• 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
• It requires the management and oversight of the marketing budget, sales and business development planning meetings and all marketing events
• Promote facility services, including nursing and therapy services
• Conduct facility tours when in the facility or by appointment
• Develop and document the results from monthly community education/awareness programs
• Participate in morning department head meeting by providing the team information regarding admission/readmission information and upcoming promotional activities, community education/awareness programs
• Develop 30/60/90 days sales call calendar (in person) to include but not limited to hospitals, telephone call to a former referral source who stopped referring, physicians, home health, hospice, assisted livings, retirement communities, adult day care, independent living, housing authorities, etc.
• Follow company sales cycle process
• Cold call/ Make appointments to potential referral sources close the call/follow up plan
• Must be out of the facility 75% conducting sales calls, attending business development events and screening referrals for potential admission
• 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 Assessing Residents for Admission: be able to review a potential residents 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
• Develop and update a weekly a 30/60/90-day Sales and Business Development Plan: to be able to show Administrator, RDA, RVP and Corporate Sales team a written marketing plan that outlines at least the following areas:
• 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
• Be an active member in community clubs or association specific to facility resident population.
• Reviews list of unoccupied beds and make preadmission reservations according to the type of case and accommodations required daily and unnecessary
• Ensures that a model room is maintained in the facility and that the facility is tour ready, notifying appropriate departments when areas are deficient

Required Education and Experience

High school diploma or GED (college degree or hospitality degree preferred)

Computer literacy skills (Microsoft Outlook, Microsoft Office, Internet) required

2-3 years of professional experience in (a) similar position(s) with strong emphasis on hospitality industry

Required Skills

Express genuine care for and interest in elderly and others who need services at the facility

Ability to comply with the residents rights and employee responsibilities

Excellent written and verbal communication skills, judgment, and foresight

Demonstrate leadership, organizational skills, and ability to maintain a positive and professional attitude; self-motivated and self-directed

Possess the ability to work well under pressure, meet deadlines, and handle multiple tasks simultaneously

Display attention to detail

Interact with residents, families, and the community in a professional manner

Possess the ability to engage in active listening (giving full attention to those speaking), critical thinking (using logic and reasoning to identify strengths/weaknesses of alternative solutions), and active learning (understanding implications of new information during problem-solving situations)

Position Type and Expected Hours of Work

Although this is primarily a Monday through Friday position, this position is within a healthcare facility that operates every day and all hours of the day. There will be scheduled times of work on the evenings, weekends, and holidays. Significant events can occur at any given time that require working. Ongoing direction and support may be necessary if systems are not properly implemented, continuously improved, and monitored. It may be necessary to participate in disaster relief and emergency procedures staffing as applicable.

Work Environment and Physical Demands

This position generally will require physical activity. It may at times require walking to various locations within a facility. This position routinely uses standard office equipment such as computers, phones, photocopiers and may require some use of machinery consistent with the job duties.

While performing the duties of this position, the employee is regularly required to talk and hear. This position at times requires the ability to walk, sit, use hands, reach, climb, stoop, bend, kneel, twist, and lift as necessary.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and assignments may change at any time with or without notice.

Reasonable Accommodation

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.