Healthcare Liaison (Admissions Coordinator)

Senior Living Communities Careers•Columbia, SC

44d•Onsite

About The Position

At Wildewood Downs, we are a Great Place to Work® recognized luxury senior living company committed to a "People First, Always" philosophy. We are seeking a Community Healthcare Liaison to manage the Skilled Healthcare admissions process. This role supports pre-admission, admission, discharge, and follow-up activities, playing a crucial part in maintaining our high standards of care and community engagement. If you are passionate about making a difference in the lives of seniors and contributing to a team that values excellence, we encourage you to apply.

Requirements

High School graduation or GED required.
Office or administrative experience required.
Proficient computer skills in Microsoft Office (Word, Excel) plus the willingness to learn other computer programs if required.
Must conduct all business in a professional manner and with a high level of confidentiality.
Ability to work with minimal supervision.

Nice To Haves

Associated degree in a related field desired.
Two years’ experience in a similar position is desired.
Knowledge of software for Skilled Nursing billing or related software.

Responsibilities

Represents the campus in a positive manner while creating an environment that fosters respect and courtesy for residents and employees.
Works within the campus programs to promote safety and the well-being of all residents and employees.
Upholds the campus’s Mission Statement.
Maintains HIPAA standards and regards all medical or healthcare information pertaining to residents and employees as confidential.
Daily communication with the centralized admissions coordinator related to transfers to the hospital, LOAs, discharges, and admissions to Community SNF.
Collaborate to ensure full occupancy by reviewing referrals daily and advancing admissions opportunities.
Ensure Admission Packets are signed timely by residents or POA.
Complete calls and setup times to meet to go through the Admission Packet or obtain e-mail remote signing.
Discuss benefits with resident/POA prior to move in – coordinate with family.
MedAdv Updates must be sent timely- document in chart.
Ensure Room Readiness and Checklist completion.
Initiate the Welcome Experience.
Complete Insurance verification/authorizations-verified and documented in chart.
Ensure Census Lines are corrected daily-Admissions, Discharge, Transfers.
Coordinate with the centralized admissions coordinator and nursing team daily to prioritize admissions pipeline activity and identify barriers to conversion.
Conduct tours of the community with prospective residents and families, positioning the community’s rehabilitation, care, and hospitality strengths.
Assist with Assisted Living and Memory Care tours and move-ins in partnership with Lifestyle Advisors.
Respond to all inbound referral inquiries, hospital referrals, professional referrals, and direct consumer inquiries within 30 minutes during business hours whenever possible; all referrals must receive an initial response within one business hour.
For after-hours or weekend referrals, ensure follow-up occurs by the next business day, with urgent opportunities escalating according to established protocols.
Contact every new qualified referral the same day received and document outreach activity in CRM and/or referral tracking systems.
Advance each referral to a defined “next step” (assessment scheduled, tour arranged, clinical review initiated, admission decision pending, etc.) within 1 hour.
Review referral activity daily and proactively manage response times, referral aging, and conversion opportunities.
Maintain timely communication with discharge planners, case managers, physicians, and professional referral sources, including updates on bed availability, admissions criteria, and status changes.
Complete referral follow-up on all unconverted opportunities within 24 hours.
Participate in joint outreach with community leadership and sales partners, including bi-weekly professional outreach visits and quarterly referral source engagement events, per the Census Action Plan (CAP).
Support referral-to-admission conversion goals and maintain accountability to census growth targets.
Participate in Daily Prospect-Centered Sales (PCS) meetings with Care Services Lifestyle Advisors and community leadership to review referral pipelines, barriers, and advancement strategies.
Collaborate with Lifestyle Advisors on shared prospects transitioning across AL, MC, and SNF to maximize admission opportunities.
Establish a strategy for every active prospect or referral to move the opportunity forward.
Maintain a minimum of 3-4 hours daily in the Selling Zone (TSZ) focused on tours, referral follow-up, prospect engagement, and relationship-building activities.
Review CRM and referral analytics minimum 15 minutes daily to monitor response times, conversion activity, and pipeline progression.
Deliver a highly responsive first-impression experience that reflects the organization’s People First, Always guiding principle.
Ensure every inquiry, referral, tour, and admission reflects the organization’s CORE 4 principles, including: Service Recovery, Anticipating Needs, Meaningful Moments, Service Delivery Consistency.
Partner with operations to ensure room readiness, tour readiness, and admission readiness meet hospitality standards.
Conduct warm handoffs for new admissions and families to clinical and interdisciplinary teams.
Conduct Satisfaction Surveys prior to discharge.
Complete 72-hour post-discharge health check calls and maintain readmission relationship continuity.
Continue outreach with discharged residents, families, and referral sources to support future admissions and goodwill.