Community Relations Director

Avamere•Washington, UT

2d•Onsite

About The Position

The primary purpose of this role is to provide clients (prospective residents and their families and referral sources) with property and program information via community outreach and networking. This includes lead management, property tours, personal visits, presentations, and follow-up. The role also directs the move-in process, ensures appropriate placement, and coordinates move-in documentation in accordance with established policies and procedures, and as directed by the supervisor. The position requires emulating the Ovation brand with a focus on service, exceeding expectations, and creating exceptional moments for all residents, while embracing and emulating the Ovation mission statement and core values. The role involves assisting residents and team members to find their passion for life and pursuit of engagement within the Ovation family, and creating and maintaining an atmosphere of warmth, personal interest, and positive emphasis, as well as a calm environment throughout the community. It also involves empowering and engaging team members to create memorable moments for residents and other team members.

Requirements

Experience in sales, with proven ability to “close” a high percentage of qualified leads.
Experience in working with older adults.
Dependable vehicle for transportation.
Training provided in company admission procedures.

Responsibilities

Responsible for receiving and tracking all community relations data such as inquiries, tours, deposits, special events, advertising, etc.
Responsible for weekly reports that track all referrals, inquiries, tours, deposits, and referral sources.
Responsible for all move-in paperwork including review of paperwork done.
Responsible for handling all incoming and outgoing sales and marketing calls, giving tours and handling the move-in process according to company policy.
Responsible for implementation and continuous training of a backup tour team.
Make person-to-person calls outside the property to legal and medical professionals, senior organizations, hospital discharge planners and other community contacts.
Comply with all state and federal requirements for resident move-ins.
Conduct evaluations whenever necessary either independently or in conjunction with an appropriate colleague to insure appropriate residential location of each potential resident and their individual needs.
Alert appropriate department managers and property team of projected move-ins, tours and discharges. Responsible to communicate and to verify that the apartment is ready for the move-in timely.
Maintain a close working relationship with the team to assure appropriate and efficient decisions about prospective move-ins and move outs.
Coordinate appropriate deposit and move-in papers and obtain signatures from residents or responsible parties prior to move-in in a manner consistent with state and federal regulations. Communicate special needs of new residents to staff to ensure an efficient move-in. Communicate move-in decisions in a timely manner.
Responsible for pre-authorizations and documentation for all move-ins requiring such paperwork, and coordination of collections of pre-pay for residents. Obtain appropriate financial information prior to admission.
Provide assistance with new employee orientation on the role of the CRD.
Maintain Network Flow analysis reports.
Maintain and implement monthly marketing plans.
Maintain CRM program for maintenance of all inquiries and referral sources.
Monitor and evaluate customer satisfaction.
Assist in the development of property marketing materials.
Develop and implement special events and presentations targeted at community education. Serve as community resource and maintain contacts for information exchange. All such events will be tracked in the CRM component.
Regular, punctual attendance with flexible hours as CRD responsibilities dictate.
Serve as a member of committees, whose purpose is to enhance resident and community relations, attend CRD meetings and assist in implementation of resulting plans, monitor and track results.
Review and interpret monthly financial statements and provide such information to the General Manager.
Assist in the recruitment, interviewing, and selection of personnel.
Maintain current written records of department expenditures and assure that adequate financial records and cost reports are submitted to the Administrator upon request or as necessary.
Report suspected or known incidence of fraud relative to false billings, cost reports, kickbacks, etc.
Ensure that departmental computer workstations left unattended are properly logged off or the password protected automatic screen saver activates within established Community policy guidelines.
Participation in all compliance training programs.
Attend and participate in property mandatory in-service training programs as scheduled.
Attend and participate in workshops, seminars, etc., as approved.
Practice universal precautions in the workplace and while representing Ovation.
Report all unsafe/hazardous conditions, defective equipment, etc., to your supervisor immediately.
Maintain the confidentiality of all client information including protected health information. Report known or suspected incidents of unauthorized disclosure of such information.
To ensure dignity and privacy by gaining consent prior to entering an apartment.
Assure that residents’ rights to fair and equitable treatment, self-determination, individuality, privacy, property and civil rights, including the right to wage complaints, are followed.
Ensure resident’s valuables are inventoried and deposited or a “Release from Responsibility” form is signed in accordance with established policies and procedures.
Provide resident/family with information concerning resident funds, resident rights, advance directives, etc.