Administrative Assistant

Royal Plaza Health and Rehabilitation of Cascadia•Lewiston, ID

32d•Onsite

About The Position

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 a skilled nursing facility. Essential Functions Spends 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 Engaged in non-revenue generating activities: customer service/satisfaction, public relations, administrative tasks. Fulfills a proactive, take-charge role in the facility’s stand-up meetings. Communicates weekly with the Chief Executive Officer and other department heads to resolve admission issues, including ongoing meetings with the Chief Nursing Officer (CNO) to discuss clinical service issues. Conducts routine physical environment rounds with the CEO and select department heads (Housekeeping, Facilities, etc.) to evaluate and resolve facility presentation issues. Conduct tours for prospective customers interested in the facility’s skilled nursing care services. Ensures room readiness for new residents. 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 stand-up meeting. Leads the bed management process. Works with the CNO and the Business Office Manager (BOM) to ensure appropriate and efficient decisions are made regarding prospective admissions. Makes recommendation re: admission decisions to appropriate facility management and communicates these decisions regarding room and bed selection to all relevant parties. Models’ exemplary customer service to all constituencies at all times. Establishes realistic expectations 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 facility 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, community sources and inquiries that were unable to admit. Shares results with the management team, QAPI committee, and others as appropriate to develop action plans, as needed. Responds promptly to inquiry calls from hospital discharge planners or Clinical Liaisons, 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. Trains the back-up team to capably handle an inquiry when he/she is out of the facility. Manages occupancy levels and strives to have census/quality mix consistently at or above budget expectations. Conducts post-discharge follow-up with residents and/or family members. Develops business relationships with a growing base of referral sources, leading to a consistent flow of quality referrals to the facility and/or collaborates with Clinical Liaisons. 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 – especially hospital discharge planners, physicians (admitting/ attending), and insurance company case managers. Makes external sales calls to legal and financial professionals, senior organizations, special interest constituents and other community contacts. Develops and implements special events and presentations targeted at community education, establishing and maintaining the center’s status as the expert on skilled nursing, specialty programs, rehabilitation care and other healthcare issues in the community. 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 sources and center staff. Assists with managed care referral process. May help with new employee orientation for the admission process. Creates all admission packets in accordance with facility policies and procedures. Ensures appropriate admission paperwork and signatures are obtained from residents or responsible parties prior to admission. Communicates special needs of new admits to staff to ensure a smooth transition. Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct, its policies and procedures, applicable federal and state laws, and applicable professional standards. Performs other tasks as assigned.

Requirements

Associate or bachelor’s degree in an appropriate field preferred.
Two years of equivalent experience in a sales/marketing position or Admissions Coordinator position will be considered in lieu of a degree.
Valid driver’s license.
Six months experience in a long-term care environment preferred.
3-4 years of experience in a sales/marketing position, or with a heavy emphasis on customer service.
A background in community involvement is preferred.

Responsibilities

Build and grow census/quality mix by developing the market and providing prospective residents and/or responsible parties with information and assistance.
Engage in revenue-generating activities: census/mix management, inquiry management, external sales calls, lead-base calls, and community education.
Engage in non-revenue generating activities: customer service/satisfaction, public relations, and administrative tasks.
Take a proactive role in facility’s stand-up meetings.
Communicate with the Chief Executive Officer and other department heads to resolve admission issues.
Conduct ongoing meetings with the Chief Nursing Officer (CNO) to discuss clinical service issues.
Conduct routine physical environment rounds with the CEO and select department heads to evaluate and resolve facility presentation issues.
Conduct tours for prospective customers interested in the facility’s skilled nursing care services.
Ensure room readiness for new residents.
Work with the Social Worker to ensure internal conversions of patients from short-term rehab to long-term care take place when appropriate.
Alert department heads/facility staff of projected room changes – admissions, discharges, patient transfers – at the daily stand-up meeting.
Lead the bed management process.
Work with the CNO and the Business Office Manager (BOM) to ensure appropriate and efficient decisions are made regarding prospective admissions.
Make recommendations regarding admission decisions to appropriate facility management and communicate these decisions regarding room and bed selection to all relevant parties.
Model exemplary customer service to all constituencies at all times.
Establish realistic expectations for service levels with residents, families and referral sources.
Communicate Customer Service Satisfaction Survey results to other staff and develop plans to improve service delivery in specific areas.
Train facility staff on basic customer service and satisfaction principles.
Communicate customer objectives and expectations with center department heads and staff.
Monitor and evaluate customer satisfaction of various constituents, including new admissions, post-discharges, current residents and families, community sources and inquiries that were unable to admit.
Share results with the management team, QAPI committee, and others as appropriate to develop action plans.
Respond promptly to inquiry calls from hospital discharge planners or Clinical Liaisons, families and other referral sources.
Manage the inquiry process in a professional and timely manner, with appropriate follow-up.
Conduct daily follow-up on all active and pending inquiries.
Manage the admission process by always maintaining updated bed availability and facility services information.
Train the back-up team to capably handle an inquiry when he/she is out of the facility.
Manage occupancy levels and strive to have census/quality mix consistently at or above budget expectations.
Conduct post-discharge follow-up with residents and/or family members.
Develop business relationships with a growing base of referral sources, leading to a consistent flow of quality referrals to the facility and/or collaborate with Clinical Liaisons.
Network effectively with current and past customers to solicit and generate referrals.
Maintain a current, prioritized key account list, including a database of key referral metrics for both existing and potential referral sources.
Conduct external sales calls to medical community contacts – especially hospital discharge planners, physicians (admitting/ attending), and insurance company case managers.
Make external sales calls to legal and financial professionals, senior organizations, special interest constituents and other community contacts.
Develop and implement special events and presentations targeted at community education, establishing and maintaining the center’s status as the expert on skilled nursing, specialty programs, rehabilitation care and other healthcare issues in the community.
Maintain a working knowledge of Federal and State regulations and reimbursement guidelines (Medicare and Medicaid).
Maintain a working knowledge of healthcare industry trends and legislative/regulatory issues and communicate this information on a consistent basis to referral sources and center staff.
Assist with managed care referral process.
May help with new employee orientation for the admission process.
Create all admission packets in accordance with facility policies and procedures.
Ensure appropriate admission paperwork and signatures are obtained from residents or responsible parties prior to admission.
Communicate special needs of new admits to staff to ensure a smooth transition.
Conduct job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct, its policies and procedures, applicable federal and state laws, and applicable professional standards.
Perform other tasks as assigned.