Employment Type:

Full time

Shift:

Day Shift

Description:

Under the direction of the Administrator/Executive Director and in cooperation and collaboration with the Community’s Leadership Team and THSC System Office and staff, the Director will oversee and manage all admissions related functions. The Director is responsible for the delivery of professional and attentive customer service that exceeds industry standards and provides a behavioral model for all employees within the Community. The Director is accountable for the building's budgeted census. The Director will proactively develop and execute solutions to enhance admissions flow and maintain or exceed budgeted census.

ESSENTIAL FUNCTIONS

• In cooperation with the Executive Director, LTC Administrator, Regional Director of Census, or Director of Sales, balance and manage the community’s census, resident profile and financial performance with trending data, competitive analyses and a consumer-driven, hospitality model. Report census data to leadership. Provide solutions to increase census and improve/enhance resident profile.

• Reviews referrals for financial viability and clinical appropriateness in conjunction with appropriate representative.

• Direct admitting and welcome process for the skilled community. Manage bed placement, turnover and ensure all areas are ready to receive new residents timely.

• Participate and direct overall customer service initiatives in conjunction with IDT for skilled community.

• Works collaboratively with discharge planning staff at acute-care hospitals to coordinate referrals and admissions.

• Enhances and maintains referral relationships.

• Participate in community-level strategic planning and marketing initiatives. Responsible for overall presentation of the skilled community.

• Educates and works with staff to ensure community is tour ready. Touring the community, answers questions/concerns; manages and maintains backup team for tours & inquiries.

• Interpret the community’s policies and procedures to personnel, residents, family members, visitors, etc.

• Anticipate the needs of residents and families, going “above and beyond” routinely to provide a comfortable environment, home atmosphere and outstanding experience; serves as the point person for the community. Serve as on-site community representative for issue resolution and customer service.

• Establish and measure service standards for phone etiquette, tours, and issue resolution rates.

• Tracks admissions and non-admissions for trends; develops strategies in accordance to findings from tracking.

• Manage and direct support staff as applicable. Work in conjunction with Hospitality and Sales team members to assist residents in placement considerations in non skilled areas. Direct regulatory compliance related to skilled admitting process.

• Participates in Medicare meetings. Manages complaints from residents and/or families and ensures follow through and appropriate follow up with resident/family member. Proactively identify solutions to resident/family concerns and make recommendations for improvement. Lead change to embrace a hospitality-driven community.

• Assists System Office Marketing and Public Relations Department with corporate communications strategies including maintaining uniform company/brand identity, defining and articulating consistent messaging. Lead/motivate/train managers and staff to demonstrate care and professionalism with each resident/family member.

• As assigned maintains tracking of resident finances with responsible persons to optimize appropriate placement and any transitions that may need to occur during their stay. Collaborates with the Business Office and meets routinely with the resident/responsible persons to assure understanding of status of stay, especially as it relates to finances.

• May assist in leadership and guidance to Resident Council where applicable. Oversee/direct the skilled nursing admissions process, including initiating, managing, and completing regulatory paperwork. Supports the necessary operational functions for the community as determined by the Executive Director/ Administrator. Maintain department budget, place orders for equipment and supplies as necessary.

• Evaluate, develop, mentor, coach, counsel and discipline department staff. Supports community personnel from other departments through coaching and mentoring to help achieve optimum standard of excellence. Addresses issues of concern through courageous conversation and notifies department manager of any interactions requiring attention.

MINIMUM QUALIFICATIONS

• Bachelor’s degree with 5-7 years experience in admissions, customer service, hospitality, or community relations or equivalent combination of education and experience. Retail, customer relations and /or hospitality experience a plus.

• Previous experience working in long-term care or with the geriatric population preferred

• Supervisory experience preferred.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran