Marketer (Skilled Nursing Facility)

Golden Haven; Glendale (CA); On-site; USD 90,000 - 100,000; Full time

Job summary

Golden Haven Care Center in Glendale, CA is seeking a results-driven Marketer to grow census by promoting the facility and guiding prospective residents and families through the admission process. The role emphasizes revenue-generating activities: inquiries, conversions, external calls, and community education, while delivering excellent customer service.

The ideal candidate has an associate or bachelor’s degree (or equivalent sales/marketing experience), strong relationship-building skills, and

Qualifications

• Associate’s or Bachelor’s degree in an appropriate field preferred.
• Two years of equivalent experience in a sales/marketing position or Admissions Coordinator position will be considered in lieu of a degree.

Responsibilities

• Develops and maintains relationships throughout health care industry to promote the facility.
• Fosters relationships with healthcare system discharge planners; requests referrals from the same.
• Conducts tours for prospective customers and ensures room readiness for new residents.
• Manages inquiry process and admission flow, including bed management and census goals.
• Delivers customer service excellence and shares satisfaction results with leadership to drive improvements.

Skills

Sales/Marketing

Customer service

Admissions coordination

Education

Associate degree

Bachelor's degree

Job description

Golden Haven Care Center in Glendale, CA. is hiring aMarketer! Come join our winning team!

Pay: $90,000.00 - $100,000.00 per year DOE

Position Summary

The Marketer is responsible to build and grow census by developing the market and providing prospective residents and/or responsible parties with information and assistance that is appropriate when considering the selection of a senior living facility. The Marketer spends his/her time engaged in revenue-generating activities: census management (including internal conversions), inquiry management, external sales calls, and community education. Also, the Marketer spends time engaged in non-revenue generating activities: customer service/satisfaction, public relations, administrative tasks and other duties as assigned. Maintains a strong professional relationship with the Administator and other facility department heads and managers.

Note: All employees of Santa Anita Retirement Center are required to submit and be cleared to work in the facility per each state’s specific background check requirements prior to contact with patients/residents.

Qualifications Education

• Associate’s or Bachelor’s degree in an appropriate field preferred.
• Two years of equivalent experience in a sales/marketing position or Admissions Coordinator position will be considered in lieu of a degree.

Licenses/Certification

• Valid driver’s license.

Experience

• Six months experience in a long-term care environment preferred.
• 3-4 years of experience in a sales/marketing position, or with a heavy emphasis on customer service. A background in community involvement is preferred.

Functions

• Develops and maintains relationships throughout health care industry to promote the facility.
• Fosters relationships with healthcare system discharge planners; request referrals from the same.
• Fulfills a proactive, take-charge role in the facility’s stand up meetings. Communicates weekly with the Administator and other department heads to resolve admission issues, including ongoing meetings with the clinical team.
• Conducts routine physical environment rounds with the Administator and select department heads (Housekeeping, Facilities, etc.) to evaluate and resolve facility presentation issues.
• Conduct tours for prospective customers interested in the facility’s services.
• Ensures room readiness for new residents.
• Alerts department heads/facility staff of projected room changes – admissions, discharges, patient transfers – at the daily stand up meeting.
• Leads the bed management process. Works with the Administator to ensure appropriate and efficient decisions are made regarding prospective admissions. Makes recommendation re: admission decisions to appropriate facility management and communicates these decisions regarding room and bed selection to all relevant parties.
• Models exemplary customer service to all constituencies at all times. Establishes realistic expectations for service levels with residents, families and referral sources. Responsible for communicating Customer Service Satisfaction Survey results to other staff and developing plans to improve service delivery in specific areas. Trains facility staff on basic customer service and satisfaction principles. Communicates customer objectives and expectations with center department heads and staff. Monitors and evaluates customer satisfaction of various constituents, including new admissions, post-discharges, current residents and families, community sources and inquiries that were unable to admit. Shares results with the management team and others as appropriate to develop action plans, as needed.
• Responds promptly to inquiry calls from hospital discharge planners or Clinical Liaisons, families and other referral sources. Also responsible for taking the initiative to regularly visit the hospitals and other referral sources. Manages the inquiry process in a professional and timely manner, with appropriate follow-up. Conducts daily follow-up on all active and pending inquiries. Manages the admission process by maintaining updated bed availability and facility services information at all times. Trains the back-up team to capably handle an inquiry when he/she is out of the facility. Manages occupancy levels and strives to have census/quality mix consistently at or above budget expectations.
• Conducts post-discharge follow-up with residents and/or family members.
• Develops business relationships with a growing base of referral sources, leading to a consistent flow of quality referrals to the facility and/or collaborates with Clinical Liaisons. Networks effectively with current and past customers to solicit and generate referrals. Maintains a current, prioritized key account list, including a database of key referral metrics for both existing and potential referral sources.
• Conducts external sales calls to medical community contacts – especially hospital discharge planners, physicians (admitting/ attending), and insurance company case managers. Makes external sales calls to legal and financial professionals, senior organizations, special interest constituents and other community contacts.
• Develops and implements special events and presentations targeted at community education, specialty programs, rehabilitation care and other healthcare issues in the community.
• Maintains a working knowledge of Federal and State regulations and reimbursement guidelines (Medicare and Medicaid). Maintains a working knowledge of healthcare industry trends and legislative/regulatory issues, and communicates this information on a consistent basis to referral sources and center staff. Assists with managed care referral process. May provide assistance with new employee orientation for the admission process.
• Creates all admission packets in accordance with facility policies and procedures. Ensures appropriate admission paperwork and signatures are obtained from residents or responsible parties prior to admission. Communicates special needs of new admits to staff to ensure a smooth transition.
• Keeps all patient information confidential.
• Participates in appropriate community events in conjunction with the Administatir.
• Maintains accurate records of community outreach efforts and secured referred admissions.

Other Functions

• Performs other tasks as assigned.
• Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct, its policies and procedures, applicable federal and state laws, and applicable professional standards.