Lutheran Senior Services
Care Transition Manager
Responsible for supporting the sales and marketing efforts within the care transition department of all levels of living on a campus. Works with Sales and Marketing Department to develop and manage plans to build and develop occupancy to achieve all Sales and Marketing goals. Oversees the execution of the care transition department. Essential Duties and Responsibilities: Works closely with EverTrue team members, including but not limited to senior living services (SLS) community administration, nursing administration, marketing, sales and admissions, rehabilitation services, hospital discharge planners, physicians, palliative team members, social workers and case managers, to generate referrals, manage leads, process pre-admission screening information, facilitate customer relations with referrals and assist with smooth transition of records and residents to the community. Develops daily plan by receiving information such as community specific hospital lists, bed availability lists, etc. Prioritizes hospital referrals, coordinates follow-up and allocates appropriate resources. Communicates on an ongoing basis with admissions team for changes that may occur throughout a day. Completes an assessment of the potential resident's needs and appropriateness for services offered by the community based upon medical status, services needed, and admission criteria. Accurate pre-admission assessment to gather clinical information and identify optimal site of service. Follows red flag list to determine admission acceptance. Obtains appropriate documentation to support admission eligibility. Obtains insurance information and communicates to community designee. Communicates assessment information to EverTrue campus to prepare and ensure smooth transition. Executes managed care authorizations, verifications, negotiations for all managed care patients to ensure appropriate reimbursement based on the customer's needs. Conducts updates on all managed care patients within the EverTrue Senior Living facilities to ensure appropriate reimbursement and length of stay. Completes the pre-admission tool to determine appropriate placement within an EverTrue facility. Coordinates the completion of the admission/transfer process and ensures that appropriate resources are obtained for a successful transfer to the senior living community. Provides the receiving team or community with appropriate information to facilitate continuity of care. Utilizes CRM and/or all sales and marketing reports and tools. Acts as liaison among hospital, physicians, nursing homes and senior living community to resolve concerns, provide information and maintain positive relationships. Follows all applicable federal and state regulations, including HIPAA, compliance and employment regulations. Determines acceptance or denial for admission based on eligibility criteria and applicant's needs. If applicant is denied admission, provides consultation to applicant, family and referral source regarding other EverTrue or community-based services from which the applicant may benefit. Utilizes Customer Relation Manager system and adherence to keeping this inquiry system continually current. Demonstrates initiative and knowledge of selling PC/IL/NCC ability to creatively problem solve with customers and staff ways to convert move-ins/admissions. Ability to give effective sales presentations to recognize and overcome obstacles. Ability to ask for business and close a sale. Receptive to suggestions from ED or other sales leaders. Supports a team selling approach. Utilizes effective professional written and telephonic communication skills. Ability to positively differentiate campus and sell appropriate units. Know of area and regional marketing trends and competition. Ability to identify the decision maker to determine the needs of the applicant and effectively sell against the competition. Ability to move through the sales process overcome barriers close the sale and finish the admission at the earliest possible date. Maintains a current sales and marketing plan which includes: establishing a presence with targeted providers/referral sources to build awareness of the EverTrue network and its services. Aggressively seeks out potential clients and facilities referrals into the EverTrue network. Responds to all referrals in a timely manner. Tracks marketing contacts/referrals sales calls, marketing activity and dispositions on a daily basis. Monitor and report changes in referral patterns. Promote the EverTrue network both internally and externally. Service as a marketing resource to initiate referral relationship where possible. Maintains professional image and demeanor. Develop and maintain relationships with the community and referral sources to develop key business partnerships and advise them on new services and program and efficiently meeting the daily needs of the general community. In conjunction with ED, train appropriate staff to serve as a back up to the sales and marketing department for off hours (evenings, weekends, or when sales department is unavailable). Responsible for taking inquiry calls, giving tours, and securing move-in/admissions utilizing, appropriate inquiry and tour skills, knowing inventory availability at all times. Ensure responses to inquiries are appropriate and timely. Sense of urgency regarding occupancy mix and revenue. Alert appropriate building staff of move-ins, move-outs, apartment/room changes by participating in appropriate daily meetings to discuss forthcoming changes. Maintain close working relationship with other campus staff members. Maintain working knowledge of fed state regulations regarding ccrc licensures. Monitor occupancy trends and conversion ratios. Prepare monthly inquiry/referral summary reports and other reports as required. Maintains confidentiality and rights of resident, family, employee and facility info in compliance with EverTrue HIPAA and applicable regulations. Meets sales goals. Understanding key data about the community's occupancy statistics is mandatory. This includes daily accountability for census, occupancy, vacant unit status, pending move-ins/ move-outs for all levels of care. Keeping all internal collaterals packets and admissions materials ready to go at any time. Accurate pre-admission/move-in assessment to gather. A current sales and marketing plan should be in place at all times. In addition, the contents of the plan should be followed, or the plan should be modified to meet the sales potential. Demonstrated skills knowledge on taking inquiries, conducting tours and converting to a close. Adjust sales hours as necessary to meet the needs of the market/customer. Mystery Shopping and Recordings of potential customer calls may be conducted. Sales Meeting will be conducted with all sales team members and the operations team to review current census, occupancy, targets, activities based on targets, hot leads, move ins, move outs, barriers to census growth and sales plan review. Sales Team will host a daily stand up to review the day's events and sales coverage. 24/7 Admissions at all levels of care. Our customers are our first priority and our goal is always to make the process as easy and seamless as possible. We will always have a next step established with the customer at the end of each interaction. Supports all communities with case management and care transition. Manages all referrals through centralized line; ensuring benefits are verified, authorization is validated and contracts are reviewed. Manages the assigned business or support unit utilizing tools/techniques/business plan/strategic management system which reflects integration with the EverTrue strategic initiatives. Coordinates specific work tasks with other personnel within the department as well as with other units and departments in order to ensure the smooth and efficient flow of information. Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate personnel. Qualifications, Knowledge, Skills & Abilities: Bachelor's degree in health or business-related discipline, including nursing, rehabilitation therapy, medical marketing and/or sales or new business development preferred or equivalent experience in case management and/or sales/marketing. A minimum of three (3) years' experience in case management, skilled nursing facility admissions or nursing, sales and/or clinical liaison preferred. Physical Requirements and Working Conditions: The physical activities and demands described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties and responsibilities. While performing the duties of the job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk and hear. The employee periodically is required to sit; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee is occasionally required to lift 25 pounds. The employee regularly spends time sitting in front of a computer viewing and inputting data. There are periodic times of providing walking tours of the community which on occasion may require pushing a wheelchair with a prospective resident up to 200 lbs.
Responsible for supporting the sales and marketing efforts within the care transition department of all levels of living on a campus. Works with Sales and Marketing Department to develop and manage plans to build and develop occupancy to achieve all Sales and Marketing goals. Oversees the execution of the care transition department. Essential Duties and Responsibilities: Works closely with EverTrue team members, including but not limited to senior living services (SLS) community administration, nursing administration, marketing, sales and admissions, rehabilitation services, hospital discharge planners, physicians, palliative team members, social workers and case managers, to generate referrals, manage leads, process pre-admission screening information, facilitate customer relations with referrals and assist with smooth transition of records and residents to the community. Develops daily plan by receiving information such as community specific hospital lists, bed availability lists, etc. Prioritizes hospital referrals, coordinates follow-up and allocates appropriate resources. Communicates on an ongoing basis with admissions team for changes that may occur throughout a day. Completes an assessment of the potential resident's needs and appropriateness for services offered by the community based upon medical status, services needed, and admission criteria. Accurate pre-admission assessment to gather clinical information and identify optimal site of service. Follows red flag list to determine admission acceptance. Obtains appropriate documentation to support admission eligibility. Obtains insurance information and communicates to community designee. Communicates assessment information to EverTrue campus to prepare and ensure smooth transition. Executes managed care authorizations, verifications, negotiations for all managed care patients to ensure appropriate reimbursement based on the customer's needs. Conducts updates on all managed care patients within the EverTrue Senior Living facilities to ensure appropriate reimbursement and length of stay. Completes the pre-admission tool to determine appropriate placement within an EverTrue facility. Coordinates the completion of the admission/transfer process and ensures that appropriate resources are obtained for a successful transfer to the senior living community. Provides the receiving team or community with appropriate information to facilitate continuity of care. Utilizes CRM and/or all sales and marketing reports and tools. Acts as liaison among hospital, physicians, nursing homes and senior living community to resolve concerns, provide information and maintain positive relationships. Follows all applicable federal and state regulations, including HIPAA, compliance and employment regulations. Determines acceptance or denial for admission based on eligibility criteria and applicant's needs. If applicant is denied admission, provides consultation to applicant, family and referral source regarding other EverTrue or community-based services from which the applicant may benefit. Utilizes Customer Relation Manager system and adherence to keeping this inquiry system continually current. Demonstrates initiative and knowledge of selling PC/IL/NCC ability to creatively problem solve with customers and staff ways to convert move-ins/admissions. Ability to give effective sales presentations to recognize and overcome obstacles. Ability to ask for business and close a sale. Receptive to suggestions from ED or other sales leaders. Supports a team selling approach. Utilizes effective professional written and telephonic communication skills. Ability to positively differentiate campus and sell appropriate units. Know of area and regional marketing trends and competition. Ability to identify the decision maker to determine the needs of the applicant and effectively sell against the competition. Ability to move through the sales process overcome barriers close the sale and finish the admission at the earliest possible date. Maintains a current sales and marketing plan which includes: establishing a presence with targeted providers/referral sources to build awareness of the EverTrue network and its services. Aggressively seeks out potential clients and facilities referrals into the EverTrue network. Responds to all referrals in a timely manner. Tracks marketing contacts/referrals sales calls, marketing activity and dispositions on a daily basis. Monitor and report changes in referral patterns. Promote the EverTrue network both internally and externally. Service as a marketing resource to initiate referral relationship where possible. Maintains professional image and demeanor. Develop and maintain relationships with the community and referral sources to develop key business partnerships and advise them on new services and program and efficiently meeting the daily needs of the general community. In conjunction with ED, train appropriate staff to serve as a back up to the sales and marketing department for off hours (evenings, weekends, or when sales department is unavailable). Responsible for taking inquiry calls, giving tours, and securing move-in/admissions utilizing, appropriate inquiry and tour skills, knowing inventory availability at all times. Ensure responses to inquiries are appropriate and timely. Sense of urgency regarding occupancy mix and revenue. Alert appropriate building staff of move-ins, move-outs, apartment/room changes by participating in appropriate daily meetings to discuss forthcoming changes. Maintain close working relationship with other campus staff members. Maintain working knowledge of fed state regulations regarding ccrc licensures. Monitor occupancy trends and conversion ratios. Prepare monthly inquiry/referral summary reports and other reports as required. Maintains confidentiality and rights of resident, family, employee and facility info in compliance with EverTrue HIPAA and applicable regulations. Meets sales goals. Understanding key data about the community's occupancy statistics is mandatory. This includes daily accountability for census, occupancy, vacant unit status, pending move-ins/ move-outs for all levels of care. Keeping all internal collaterals packets and admissions materials ready to go at any time. Accurate pre-admission/move-in assessment to gather. A current sales and marketing plan should be in place at all times. In addition, the contents of the plan should be followed, or the plan should be modified to meet the sales potential. Demonstrated skills knowledge on taking inquiries, conducting tours and converting to a close. Adjust sales hours as necessary to meet the needs of the market/customer. Mystery Shopping and Recordings of potential customer calls may be conducted. Sales Meeting will be conducted with all sales team members and the operations team to review current census, occupancy, targets, activities based on targets, hot leads, move ins, move outs, barriers to census growth and sales plan review. Sales Team will host a daily stand up to review the day's events and sales coverage. 24/7 Admissions at all levels of care. Our customers are our first priority and our goal is always to make the process as easy and seamless as possible. We will always have a next step established with the customer at the end of each interaction. Supports all communities with case management and care transition. Manages all referrals through centralized line; ensuring benefits are verified, authorization is validated and contracts are reviewed. Manages the assigned business or support unit utilizing tools/techniques/business plan/strategic management system which reflects integration with the EverTrue strategic initiatives. Coordinates specific work tasks with other personnel within the department as well as with other units and departments in order to ensure the smooth and efficient flow of information. Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate personnel. Qualifications, Knowledge, Skills & Abilities: Bachelor's degree in health or business-related discipline, including nursing, rehabilitation therapy, medical marketing and/or sales or new business development preferred or equivalent experience in case management and/or sales/marketing. A minimum of three (3) years' experience in case management, skilled nursing facility admissions or nursing, sales and/or clinical liaison preferred. Physical Requirements and Working Conditions: The physical activities and demands described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties and responsibilities. While performing the duties of the job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk and hear. The employee periodically is required to sit; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee is occasionally required to lift 25 pounds. The employee regularly spends time sitting in front of a computer viewing and inputting data. There are periodic times of providing walking tours of the community which on occasion may require pushing a wheelchair with a prospective resident up to 200 lbs.