Manage the Center customer flow (referral), admissions process including community sales, referral management, and admission sign-in, through post-admission utilizing the Genesis Core Operating System (PCC).
Meet census goals by working with the center's interdisciplinary team and Genesis 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.
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. Identify, train, and schedule the Center A Team.
6. Ensure proper completion, signing and distribution of paperwork in accordance with Admission Sign-In policy and procedure.
7. Meet with family and customers upon admission and ensure appropriate preparation of room and introduction to nursing staff on unit.
8. Ensure comprehensive and accurate gathering and documentation of customer data in PCC which will enhance appropriate placement and coordination within a Genesis HealthCare Center.
9. Maintain thorough knowledge of medical, social and financial information relating to Elder Care.
10. Work with Administrator/Regional Director of Sales and Marketing and appropriate staff to ensure consistent, effective admissions, discharge and transfer meetings.
11. Review performance statistics including customer flow, pending and lost inquiries, denials, hospital discharges and sales activity.
12. 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.
13. Stay abreast of services available within the center and throughout GenesisHealth 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 Genesis HealthCare.
14. Provide information to referral sources of customer's progress as appropriate within HIPPA guidelines.
15. Develop and implement long-range and short-term sales plans.
16. Coordinate and participate in presentations about the center or other appropriate 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.