Healthcare navigator

Covenant Living•Plantation, FL

About The Position

This leadership role oversees referral volume, payor mix, and the daily referral and admission workflow at an assigned skilled-care location. It combines sales and business development with supervision of the admissions process and its outcomes. The role builds and maintains external relationships with healthcare and hospital accounts, referral partners, professional and community agencies, and other stakeholders. It supports customers’ needs for integrated healthcare offerings through education, support, and collaboration with service-line stakeholders, while working toward positive financial outcomes, occupancy, payor mix, and customer satisfaction. Approximately 80% of the role focuses on sales, referral management, business development, and supervision of department employees; approximately 20% focuses on supporting or managing admissions processes, procedures, and technical functions. The position reports directly to the Healthcare Administrator and works with the National Director of Healthcare Sales and other Covenant Living leaders. The role leads referral outreach and sales activities, develops census plans, oversees team follow-up and performance reporting, and manages relevant marketing budgets. It directs and supports the admissions coordinator and admission workflow, including review of documentation, screening, payor verification, approvals, and notifications. It collaborates with clinical and administrative staff to assess prospective residents’ needs and the campus’s ability to provide appropriate care. The position also manages and develops staff and maintains confidentiality of resident and applicant information. The position may require weekend availability and work beyond standard business hours. About half of the workday is spent standing and/or sitting in an office setting, with mobility between campus buildings and travel in surrounding communities. Occasional bending, stooping, pushing, or lifting up to 25 pounds may be required. The role may occasionally involve unpleasant conditions or risk of exposure to accidents, infection, or blood-borne pathogens. A valid driver’s license in good standing and reliable transportation are required.

Requirements

Bachelor’s degree required.
At least 8 years of healthcare-related experience is preferred.
Knowledge or experience with Medicare, Public Aid/Medicaid, managed care, and insurance is required.
Demonstrated leadership and team-management experience in sales, marketing, or business development.
Strong interpersonal skills and understanding of customer service, sales, and marketing concepts.
Ability to treat the public graciously, understand older adults’ needs, protect resident confidentiality, and exercise good judgment.
Ability to work independently, stay organized and accurate, follow through on tasks, direct team tasks, and show initiative.
Ability to work under time-sensitive conditions, adapt to changing needs, and multitask effectively.
Excellent verbal and written English communication skills, with tact, poise, and confidence in customer interactions; ability to read, write, and speak clearly and audibly.
Advanced computer skills, including Microsoft Office, CRM software, and electronic medical record systems.
Valid driver’s license in good standing and reliable transportation for travel in surrounding communities.
Ability to operate office equipment, including a car, laptop, telephone, copier, tablet, fax machine, and calculator.
Ability to move between campus buildings and travel in surrounding communities; occasional bending, stooping, pushing, or lifting up to 25 pounds.
Good visual acuity and physical ability to operate office equipment.

Nice To Haves

Previous experience with older adults in a long-term care setting is preferred.
RN or LVN licensure may be considered but is not required.

Responsibilities

Direct and maintain relationships with referral sources, including professional, clinical, governmental, and community agencies, to meet or exceed sales goals.
Lead outreach visits and presentations to targeted referral sources and influencers; assess customer needs, build professional relationships, and present Covenant Living products and services.
Manage follow-up by the sales and admissions team on inquiries, including phone calls, letters, visits, and digital referrals.
Plan and direct healthcare tours for prospective patients and respond to questions about policies and services.
Review competitor offerings and market position annually and respond to trends affecting the market.
Develop and execute a census development plan in partnership with the Healthcare Administrator, sales team, and National Director of Healthcare Sales.
Review employee leave requests, support onboarding and competency development, and conduct or oversee training and in-services.
Oversee the campus-controlled marketing budget and applicable budgets, exercising financial stewardship.
Use approved CRM software to maintain and analyze sales activity, admission outcomes, prospective leads, and referral-source information.
Submit monthly sales and admissions performance reports to the Healthcare Administrator and National Director of Healthcare Sales.
Manage payor mix and admissions in collaboration with the healthcare admissions coordinator to support census, revenue, and occupancy targets.
Direct the admissions coordinator and participate as needed in admissions for new patients or residents.
Review admission documentation for compliance with state, federal, and organizational guidelines, including screening, payor verification, approvals, and notifications.
Train and support the admissions coordinator in required admission tools, processes, and policies.
Coordinate with the Business Office, Social Services, Medical Records, and other staff regarding residents’ primary payment sources and ensure records are current.
Obtain information from referral sources about prospective residents’ care needs and acuity to inform admission decisions.
Supervise admission coordination and communicate with hospitals and health systems.
Conduct bedside visits or assessments of prospective residents to evaluate suitability for skilled care.
Collaborate with the admissions coordinator and clinical and administrative personnel to determine whether the campus can meet prospective residents’ healthcare needs.
Answer questions from prospective and current residents and family members, direct them to appropriate resources, and suggest alternatives when the campus cannot meet their needs.
Maintain confidentiality of resident and applicant information and participate in community transition meetings.
Maintain relationships with discharge planners and other health-related professionals in the community.
Manage and develop the Admissions Coordinator and associated admissions process; motivate and engage staff and foster a positive work environment.
Perform other duties as assigned.