Admissions Coordinator

Medilodge of Haggerty Road•Plymouth, MI

About The Position

Summary: Manages the facility inquiry and admission process and provides customers with facility-related information via facility tours, personal visits/assessments, conversations and follow-up. Coordinates and implements effective customer relationship programs with the team. Essential Functions: Responds to inquiry calls from hospital discharge planners, families, and other referral sources. Conducts facility tours. Manages the admission process by maintaining updated bed availability and facility services information at all times. Manages the inquiry process professionally, timely and with appropriate follow-up. Effectively manages occupancy levels and census/premium mix enhancement. Makes customer service calls outside the facility to medical, insurance, legal and financial professionals, and senior organizations, appropriate special interest groups, hospital discharge planners and other community contacts. Develops and maintains relationships to advice referral sources of bed availability and new product and services. And efficiently meets the daily needs of the community at –large. Maintains current database of existing and potential referral sources. Utilizes company’s sales practices and sales tracking tools. Alerts appropriate department heads and building staff of projected changes; i.e. admissions, bed changes, and discharges, through daily admission meeting to discuss forthcoming changes. Utilizes bed management principles. Maintains a close working relationship with the Director of Nursing (DNS) and the Business Office Manager (BOM) to assure appropriate and efficient decisions about prospective admissions. Recommends admission decisions to facility management. When admissions determinations are made, communicates with nursing and housekeeping about appropriate room and bed selection. 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. Ensures daily that referral sources and admissions data are entered into the automated referral system. In the states where Company chooses to offer it, ensures that every admission is educated about and encouraged to sign up for the Alternative Dispute Resolution program. Coordinates the development and implementation of customer relationship plans, serves as a chairperson for customer relationship team meetings, monitors budgets and tracks results. Maintains a working knowledge of Federal and State regulations and reimbursement guidelines (Medicare and Medicaid). Assists with managed care referral process. May provide assistance with new employee orientation for the admission process. Maintains a database of medical contacts/community resources along with knowledge of industry trends and legislative/regulatory issues and communicates this information to facility staff and community contacts. Keeps all patient information confidential. Develops and implements special events and presentations targeted at community education, establishing and maintaining status for the facility as the expert on skilled nursing, specialty programs, and rehabilitation care in the community. Monitors and evaluates customer satisfaction. Audiences might include new admissions, post-discharges, current residents and families (via Corporate Family Survey), community sources and inquiries that were unable to admit. Shares results with the management team, PI committee, and others as appropriate to develop action plans, as needed. Daily follow up on all active and pending inquiries. Performs other duties as assigned

Requirements

Associate and/or Bachelor’s Degree in Business/Communications field preferred.
Two years equivalent experience in a customer relations position or Admissions Coordinator position in lieu of degree.
One year of experience in a position requiring customer relations or customer service.

Nice To Haves

Previous healthcare community relation’s experience preferred.
A background in community involvement is preferred.

Responsibilities

Responds to inquiry calls from hospital discharge planners, families, and other referral sources.
Conducts facility tours.
Manages the admission process by maintaining updated bed availability and facility services information at all times.
Manages the inquiry process professionally, timely and with appropriate follow-up.
Effectively manages occupancy levels and census/premium mix enhancement.
Makes customer service calls outside the facility to medical, insurance, legal and financial professionals, and senior organizations, appropriate special interest groups, hospital discharge planners and other community contacts.
Develops and maintains relationships to advice referral sources of bed availability and new product and services.
Maintains current database of existing and potential referral sources.
Utilizes company’s sales practices and sales tracking tools.
Alerts appropriate department heads and building staff of projected changes; i.e. admissions, bed changes, and discharges, through daily admission meeting to discuss forthcoming changes.
Utilizes bed management principles.
Maintains a close working relationship with the Director of Nursing (DNS) and the Business Office Manager (BOM) to assure appropriate and efficient decisions about prospective admissions.
Recommends admission decisions to facility management.
Communicates with nursing and housekeeping about appropriate room and bed selection.
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.
Ensures daily that referral sources and admissions data are entered into the automated referral system.
Ensures that every admission is educated about and encouraged to sign up for the Alternative Dispute Resolution program.
Coordinates the development and implementation of customer relationship plans, serves as a chairperson for customer relationship team meetings, monitors budgets and tracks results.
Maintains a working knowledge of Federal and State regulations and reimbursement guidelines (Medicare and Medicaid).
Assists with managed care referral process.
May provide assistance with new employee orientation for the admission process.
Maintains a database of medical contacts/community resources along with knowledge of industry trends and legislative/regulatory issues and communicates this information to facility staff and community contacts.
Keeps all patient information confidential.
Develops and implements special events and presentations targeted at community education, establishing and maintaining status for the facility as the expert on skilled nursing, specialty programs, and rehabilitation care in the community.
Monitors and evaluates customer satisfaction.
Shares results with the management team, PI committee, and others as appropriate to develop action plans, as needed.
Daily follow up on all active and pending inquiries.
Performs other duties as assigned