Patient Access and Intake Coordinator

Kindred Healthcare•Philadelphia, PA

2h•Onsite

About The Position

At ScionHealth, the culture is built on empowering caregivers, valuing every voice, caring deeply for patients and each other, showing courage, and embracing curiosity. The Patient Access and Intake Coordinator is responsible for building and growing census and quality mix by developing the market and providing prospective residents and/or responsible parties with information and assistance appropriate for selecting a Scion Health hospital. This role involves revenue-generating activities such as census/mix management (including internal conversions), inquiry management, external sales calls, lead-base calls to build long-term custodial census, and community education. Additionally, the coordinator engages in non-revenue generating activities including customer service/satisfaction, public relations, administrative tasks, and other assigned duties, while maintaining strong professional relationships with center department heads and managers.

Requirements

Expert ability to make sales calls and develop business relationships with referral sources through the use of time/territory key account management principles.
Expert ability at making effective (persuasive) presentations and public speaking.
Demonstrate self-confidence.
Expert ability to use the telephone as a sales tool, with an aptitude for translating phone contacts into service provider-customer business relationships.
Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint).
Ability to learn specialized computer applications (HPAS) that are specific to handling job requirements.
Working knowledge (or the ability to learn) of healthcare reimbursement programs (payer sources).
Ability to develop professional working relationships and communicate effectively with multiple constituencies – residents, family members, medical community professionals, community opinion leaders, fellow Scion Health associates, etc.
Ability to plan, organize and prioritize multiple tasks that need to be completed on a daily basis.
Excellent organizational skills and documentation orientation.
Ability to maintain confidentiality.
Ability to work independently.
Must be self-motivated and goal oriented.
Ability to communicate effectively, both orally and in writing.
Ability to work flexible hours, as admission responsibilities may dictate.
Ability to maintain regular attendance.
Ability to perform the essential job functions of this job, with or without reasonable accommodations.
Must read, write and speak fluent English.
Associate’s degree in an appropriate field OR Two years of equivalent experience in a sales/marketing position or Admissions Coordinator position.
Must have a valid driver's license.
3-4 years of experience in a sales/marketing position, or with a heavy emphasis on customer service.

Nice To Haves

Bachelor’s degree preferred.
A background in community involvement is preferred.

Responsibilities

Fulfill a proactive, take-charge role in the center’s Morning Stand-Up meetings.
Communicate weekly with the Executive Director (ED) and other department heads to resolve admission issues, including ongoing meetings with the Director of Nursing Services (DNS) to discuss clinical service issues and updates to the Clinical Grid.
Conduct twice weekly physical environment rounds with the ED and select department heads (Housekeeping, Plant Operations, etc.) to resolve center presentation issues.
Conduct tours for prospective customers interested in Scion Health’s skilled nursing care services.
Work with the Social Worker to ensure that 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 admission meeting.
Lead the bed management process, using established Scion Health principles and protocols.
Work with the DNS and the Business Office Manager (BOM) to ensure appropriate and efficient decisions are made regarding prospective admissions.
Make recommendation re: 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 center 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 (via Corporate Family Survey), community sources and inquiries that were unable to admit.
Share results with the management team, PI committee, and others as appropriate to develop action plans as needed.
Respond promptly to inquiry calls from hospital discharge planners, 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 maintaining updated bed availability and facility services information at all times.
Train the back-up team to capably handle an inquiry when he/she is out of the center making external sales calls.
Manage occupancy levels and ensure that census/quality mix is consistently at or exceeds budget expectations.
Develop business relationships with a growing base of referral sources, leading to a consistent flow of quality referrals to the center.
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.
Maintain an active involvement in community organizations and associations.
Use patient-specific and center-specific communications tools to expertly convey Scion Health’s story to customer constituents.
Utilize Scion Health’s sales practices and sales tracking tools to document the efficacy and effectiveness of the center’s external sales efforts.
Demonstrate working knowledge of Scion Health’s Power of Potential (POP) sales model and its application in different customer settings.
Develop personal relationships with prospective customers by completing a specified volume of voice-to-voice phone calls each month to individuals in the center’s database.
Maintain a current list of prioritized lead-base for potential customers.
Utilize Scion Health’s sales practices and sales tracking tools to document the efficacy and effectiveness of his/her personal lead-base marketing efforts.
Coordinate the development and execution of the center’s 30-60-90-day sales and marketing plan.
Maintain a detailed working knowledge of the local market – including hospitals, managed care, specialty services and competitive data – and remain aware of any changes in these key market factors.
Visit competitors as needed (at least once per year) in order to demonstrate expert command of Scion Health’s value proposition.
Lead the center’s marketing team meetings.
Monitor budgets.
Track results.
Provide center management with training on conducting peer-to-peer sales calls.
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 provide assistance with new employee orientation for the admission process.
Create all admission packets in accordance with Scion Health policies and procedures.
Work with HQ Admission Committee to ensure that only Scion Health-approved forms, marketing collateral and literature are in use at the center.
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.
Ensure that referral sources and admission data are entered into the automated referral system (HPAS) daily.
In states where Scion Health chooses to offer Alternative Dispute Resolution (ADR), ensure that every admission is educated about, and encouraged to sign-up for, the ADR program.
Keep all patient information confidential.
Perform other duties as assigned.