Director of Resident Relations

Manorhouse • Richmond, VA

12d

About The Position

Purpose of the Job: Work with the Home Office in developing and implementing a marketing plan, increase resident census and maintain resident census goals in the community by offering quality customer service through the sales process and beyond. Complexity of Work: Complex work performed within a framework of departmental or functional policies and practices requiring a high degree of original thinking. Under general direction as to broad assignments, determination of appropriate methods and delivery of final results.

Requirements

• Ability to identify and build relationships within the local area that drives potential residents, family members, responsibility parties and third parties into the community thereby increasing resident census and revenue growth.
• Ability to speak in public and deal effectively with seniors, their families/responsible parties, medical professionals and various other third-party resources.
• Proven ability "to close the sale."
• Ability to use third party property marketing software.
• Requires a body of knowledge of principles, procedures, methods and techniques in a specialty such as sales and marketing. Equivalent to a 4-year college education leading to a bachelor's degree or 4 years of specialized training in Sales and Marketing.
• 1-2 years in sales with a proven ability to "close a high percentage of qualified leads."
• Must have ability to communicate as per section 22VAC40-73-110.
• Must be considerate and accepting of the aged, frail and disabled person.
• Appropriate attire and good personal hygiene are expected.
• Must comply with and implement all Company Policies and Procedures as well as the Employee Handbook.
• Must support and promote the "Rights and Responsibilities of Residents of Adult Care Residences."
• Must maintain confidentiality with regard to residents, staff and Company information.
• Must participate in training and in-service programs as required by the Company and/or applicable State's Standards including, but not limited to, OSHA required training, CPR, etc.
• Staff will not accept gratuities from resident, family members, vendors or visitors.

Responsibilities

• Consistent and predictable attendance.
• Pre-Admission: Respond to all inquiries, perform all follow-up activities and schedule tours of the community. Build and maintain contact data base.
• Admission: Manage all aspects of admissions such as leases, history and physical paperwork, collecting deposit and first month.
• Post Admission: Maintain and update census log.
• Marketing: Follow marketing procedures as set forth in the marketing annual including report generation, etc. Conduct promotional activities and special events on-site regularly to promote the community. Develop organic referral relationships. Work with Home Office in developing marketing and advertising programs. Update the community's Marketing Plan on a quarterly basis.
• Ensure that the CRM database management system is kept current as part of our business continuity plan. Utilize system for all inquiries, follow-up activities, tours, outreach activity/documentation, professional referral sources and their contact information, etc.
• Act as Manager on Duty on a regular schedule.
• Attend training as required as well as complete all Relias training as scheduled.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 251-500 employees