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Care Transition Coordinator

1 month ago

Merritt Island, United States Solaris HealthCare Merritt Island Full time
Come join our 5-star quality measure, Joint Commission accredited, best-in-area rated facility Our team mission is to foster the best care in the area for our patients, while providing an environment where our team can thrive and succeed in their career.

RN/LPN license preferred, but not required. The ideal candidate will have strong experience in community relations with a strong drive to succeed.

Purpose of Your Job Position

The primary purpose of the CTC's job position is to build and grow census and quality mix by developing referral relationships with existing customers and developing new business through account management systems. This is done by building relationships with clinical discharge coordinators, social workers, physicians, and through meeting with the patient/family members.

Job Functions

Every effort has been made to identify the essential functions of this position. However, it in no way states or implies that these are the only duties you will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.

DUTIES AND RESPONSIBILITIES

  • General Responsibilities
  • Completes all assigned tasks in a timely manner as instructed by supervisor
  • Adheres to work schedules in completing and performing assigned tasks
  • Cooperates with department personnel, as well as other facility personnel to ensure that services can be adequately maintained to meet the needs of residents
  • Create and maintain an atmosphere of warmth, personal interest and positive emphasis, as well as a calm environment throughout Solaris HealthCare
  • Treats residents, residents' family members, visitors and fellow employees with courtesy, respect and dignity
  • Meets with Supervisor on a regular basis to assist in identifying and correcting problem areas and/or improving services
  • Notifies facility when late arrival to or absence from work according to established center policy
  • Adheres to established employee policies
  • Adheres to established dress code (business attire)
  • Meets acceptable center attendance requirements
Residents Rights
  • Ensures that all care is provided in privacy
  • Alerts residents before entering residents' rooms
  • Reports all grievances and complaints made by residents to supervisor
  • Reports all allegations of resident abuse and/or misappropriation of resident property
Care Transition Process
  • Responsible for meeting /communicating with each new referral from the hospital. Provides the patient/family with the facility contact information
  • Ensures facility can meet patient's clinical needs. Discusses any issues with Director of Nursing. Obtains any special equipment needs, size, model numbers, brands etc; to ensures item is ordered and onsite prior to patient arrival at facility
  • Coordinates in servicing of SNF nursing staff if appropriate and requested
  • When patient's needs cannot be met, makes alternate recommendations in the community
  • Assists in obtaining all necessary prescriptions, 3008 & PASRR prior to patient's discharge from hospital
  • Maintains a list of patients being followed at each hospital, their referring source and corresponding physicians in order to develop a target list for follow up communication purposes
  • Communicates with patient and/or family prior to admission, invites to tour, educates about rehabilitation & skilled nursing, answer all questions, provide insurance benefits, educates about payers, obtains advanced directive status, provides advanced directive education if needed. Obtains correct emergency contacts. Involves the family/caregivers in the educational process and assesses post discharge educational/coaching needs
  • Communicates with Case Manager/discharge planner prior to leaving the hospital whether the patient has been accepted and facilitates transfer if appropriate
  • Communicates gathered information with Admissions Director in a timely manner
  • Assists in identifying ACO or bundled patients
    • Communicates to internal team
    • Coordinates communication between facility and Hospital or ACO Group
    • Facilitates quarterly meetings
  • Proficient in Matrix, MVP, FDLE, all payer verification systems , Entrypoint, and all electronic referral systems used by the facility
  • Works with Admission Director to respond to referrals in electronic referrals systems and meet Solaris expectation of 15 minute response time
  • Provides back up coverage to Admission Director if Coordinator is not available
Customer Relations Process
  • Maintains a thorough knowledge of the center's products and services, acuity capabilities and physician relations
  • Typically completing an average of 20 30 customer relations meetings weekly
    • generating center tours, presentations and increasing referrals
    • Provides patient updates as requested
  • Meets with Administrators or department heads to discuss customer service issues as the issue arises in order to respond in a timely manner
  • Assist center customer relations team to identify niche opportunities, market diversification and market share strategies
  • Evaluates center physical environment and discuss with Administrator. "See's the center through the customer's eye's"
  • Maintains an educated understanding of all payer sources and their impact on revenue
  • Prioritizes admissions to maximize revenue opportunity without jeopardizing referral source relationships
  • Consistently employs Solaris Customer Relations training techniques in all referral source encounters, leading to an appropriate customer commitment
    • Preplans all calls
    • Establishes rapport
    • Determines customer needs
    • PROPOSES Action plan
    • Handles Objections
    • Obtains commitment
    • Conducts post call planning and follow up
  • Develops relationships with a growing base of referral sources, leading to a consistent flow of quality referrals to the center
  • Actively seeks out and identifies new referral sources
  • Meets or exceeds customer relations meetings quota
  • Maintains a current target list of potential new referral sources
  • Completes the admission monthly report indicating effectiveness of the customer relation action plan, needs for change and forecasting
  • Maintains an efficient referral tracking system, using it to identify inquiry trends, customer needs and an effective sales plan
  • Utilizes a prioritized A B C account management system to strategize, plan and execute an effective sales program resulting in successful leads
  • Effectively networks with current and past customers to solicit referrals
  • Maintains an active involvement in the community organizations and associations. Attends a minimum of 2 networking meetings per month
  • Proactively identifies cluster opportunities, effectively implements and supports cluster market events
  • Effectively supports customer relations development team
  • Utilizes Solaris Ordering Made Easy for advertising needs & branded supplies
Census Development
  • Quality Mix (Total, Medicare,) at/above budget
  • Total occupancy at/above budget
  • Achieves increase in referral sources
  • Proactively identifies cluster opportunities (if applicable)
Community Relations Process
  • Schedules and leads effective presentations to educate both professional referral sources as well as the community. Minimum 2 per month
  • Maintains up to date customer profiles on existing referral sources
  • Captures seminar leads to incorporate into database
  • Effectively uses resources to build relationships
  • resulting in gaining prospective customers and gaining commitment to admission
  • Effectively educates community about products and services to meet our customer's needs
    • Effectively uses telephone as a communication tool
    • Effectively uses collateral material
    • Effectively uses in home/hospital assessments as a tool to gain referrals
    • Effectively presents benefits based on understanding customer's situation and needs
    • Uses appropriate empathy in interaction with customers
  • Coordinates presentation efforts with subject matter experts to guarantee a successful team approach to developing census
  • Works with the center team to plan and manage available resources to meet center objectives in
  • conjunction with AD:
  • Effectively coordinates center customer relations committee
  • Completes a Monthly Customer Relations Action Plan
  • Executes the plan within the department budget
Environmental Analysis
  • Maintains a working knowledge of local market trend and competition
  • Complete Environmental Analysis at least annually in conjunction with Admissions Director
  • Demonstrates awareness and communicates key competitive changes (e.g., new products, beds, prices)
Customer Satisfaction Responsibilities
  • Models customer service principals throughout the center and promotes appreciation of our customer's needs with every employee
  • Knows, understands and models Solaris HealthCare's mission and service principals
  • Communicates customer objectives and expectations to center department heads and team
  • Role models superior customer service
  • Establishes realistic expectations for service levels with families, residents and referral sources
Administrative Responsibilities
  • Works with Home Office Marketing Department and Center Administrator in developing center brochures, advertisements, and media campaigns; Contributes to the Corporate Marketing Newsletter
  • Works with Admission Director to maintain social media
  • Plans, coordinates and reviews special center events such as VIP open houses, where the community is invited to attend in conjunction with center team
  • Reports observations concerning structural, equipment and furniture defects and malfunctioning to appropriate personnel
  • Coordinates work of department with work of other departments
  • Maintains required records and reports as outlined in
  • Solaris HealthCare Policies and Procedures manual
  • Tracks supply usage by department to identify waste
  • Prepares requisition and monitors quantities delivered
  • Notifies Supervisor of supplies, which do not suit intended purpose
  • Maintains confidentiality of necessary information
  • Utilizes supplies and equipment properly and without waste
  • Thinks and acts calmly and logically to meet unusual occurrences of the job without being thrown off stride
  • Performs any miscellaneous work assignments as may be required
Staff Development
  • Participates timely in in service training classes that provide instructions on "how to do the job"
  • Attends and participates in continuing educational programs designed to keep you abreast of changes in your profession
  • Participates in annual Solaris HealthCare in service training programs as scheduled (e.g., OSHA, TB, HIPAA, Abuse Prevention, Safety, Infection Control, etc.)
  • Attends and participates in Doing What's Right classes
Safety and Sanitation
  • Reports all accidents and incidents observed on shift
  • Identifies emergency situations and responds appropriately
  • Follows established policies concerning exposure to blood/body fluids
  • Observes safety needs of residents as indicated in care plan
  • Participates in restraint reduction program
  • Washes hands before and after performing any service for residents
  • Follows established safety policies and procedures
  • Keeps floors dry and reports spills immediately
  • Keeps excess supplies and equipment off floor and stores in designated areas
  • Reports all hazardous conditions and equipment to supervisor immediately
  • Reports all safety violations
  • Follows facility specific smoking regulations and reports all violations
  • Reports any suspected conditions that may be communicable or infectious to the immediate supervisor
  • Follows established infection control precautions and procedures
  • Wears and/or uses safety equipment and supplies when indicated
  • Uses only equipment trained to use
  • Demonstrates job specific knowledge of fire and disaster preparedness during drills or actual situations
  • Operates all equipment in safe manner
Education
  • Bachelor's degree preferred. Considerable experience in a comparable position will be considered in lieu of degree
Experience

3 5 years sales experience, preferred in health care services, products or pharmaceuticals.

Specific Requirements
  • Must be able to read, write, speak, and understand the English language
  • Must possess the ability to make independent decisions when circumstances warrant such action
  • Must demonstrate the knowledge and skills necessary to provide care appropriate to the age related needs of the residents served. Must be a supportive team member, contribute to and be an example of team work and team concept
  • Must possess the ability to deal tactfully with personnel, residents, family members, visitors, government agencies/personnel and the general public
  • Must possess leadership ability and willingness to work harmoniously with and supervise other personnel
  • Must have patience, tact, cheerful disposition and enthusiasm, as well as be willing to handle residents based on whatever maturity level in which they are currently functioning
  • Must possess the ability to seek out new methods and principles and be willing to incorporate them into existing activities. Must be able to relate information concerning a resident's condition
  • Must not pose a direct threat to the health or safety of other individuals in the workplace
  • Local travel engaging in outside sales calls, including periodic overnight travel, as needed or as directed by Administrator is required