Genesis Healthcare Customer Relations Mgr (Full Time) in Brockton, Massachusetts
POSITION SUMMARY: Ensure a high level of customer satisfaction with the administrative and financial aspects of doing business with Genesis ElderCare. Manage the customer relationship for non-clinical activities from pre-admission through discharge. Assure strong customer, referrer and payor satisfaction, appropriate market penetration, positive public image, maximization of center profitability and census goals by guiding marketing program, managing admission process and customer flow for the center Support the business objectives of the Nursing Center relating to: * Census * Payor Mix * DSO * Bad Debt Expense - Reserve Ratios * Customer Satisfaction RESPONSIBILITIES / ACCOUNTABILITIES: Marketing Collaborate with ECL, Administrator, and Regional Support to review market position, improve census and mix, optimize revenue, and generate future business. * Actively manage internal marketing efforts * Analyze referral sources * Leverage Center strengths * Analyze non-admissions (lost business), referrals/admissions, discharges * Identify barriers and trends affecting census * Analyze competitive marketplace * Co-lead (with Administrator) Customer Development / Marketing Team Meetings * Support programs to grow referral base * Participate in community marketing events as needed and as directed by Administrator * Manage ongoing relationships with referral sources, and ECL / ECCs * Manage customer rejection and denial process * Ensure highest possible level of customer satisfaction * Review customer survey results, analyze Post Admission Surveys, Snap Shot Surveys, Annual Surveys * Implement or recommend customer-focused actions to improve levels of satisfaction * Work with Administrator to implement improvements to ensure positive change Admissions/backup * Respond to referrals and inquiries within 30-minute turnaround. * Initiate Pre-Placement Assessment for direct inquiries to Center. * Work collaboratively with ElderCare Line and if appropriate, External Care Coordinators. * Ensure Pre-Placement Asset Interview is conducted with Customer/RP. * Contact family pre-admission to schedule introductory meeting and/or tour. * Conduct tours for prospects and families. * Initiate the customer relationship through a series of meetings designed to: * Develop a caring and compassionate relationship built on trust and encourage two-way communication. * Facilitate Partner Program beginning with center readiness for customer admission. * Facilitate the Admission Process including Sign-In, review of Admission Criteria and Rights - Responsibilities, completion of Admission Application, collection of Required Signatures, review of insurance coverages and personal resources, and assignment of Financial Responsibility. * Conduct Customer Orientation. * Notify other departments of admission and any special conditions. * Schedule Full Life Conference * Transition responsibility for clinical care to Nursing and Social Services * Ensure all data is collected and complete as part of the overall Admissions process. * Document all activities appropriately as a means to communicate status and manage progress, e.g. Bed Availability, Census, etc. * Manage Center to Hospital Discharge Other Responsibilities * Customer Contact on all questions relating to Pre-Admission and Admissions. Liaise with other organizations to assure prompt response to customer inquiries. * Respond to supporting organizations requests for information, e.g. Issues Reports, etc., within the established time parameters. * Routinely supports the Financial Manager in performing duties. * Participate in daily ADT meetings.
SPECIFIC EDUCATIONAL/VOCATIONAL REQUIREMENTS: 1. College Degree or equivalent work experience, 3 -- 5 years in Healthcare or LTC industry. 2. Customer Service Orientation. 3. Ability to adjust work hours to accommodate business requirements. 4. Ability to work independently. JOB SKILLS: Customer Relationship Management:Build positive relationships with customers/families, referral sources and team. * Work with customers as partner in educating customers on Genesis capability, easing the transition to the Center, eliciting sensitive information and gathering complete information prior to Admission. Understand each assigned customer, anticipate responses, respond to barriers, and escalate situations when necessary. * Project positive image in educating referral sources on Genesis capability. Capacity for Change: Open and enthusiastic to new responsibilities and to new ways of performing tasks. Work collaboratively with other members of team to support peak periods and assure team goals are met on a daily, monthly, yearly basis. Business Skills: Knowledgeable in the relationship of accurate admitting data and its impact on DSO and Bad Debt. Customer Financial Management: Knowledgeable in customer life-cycle and flow, payor plans and requirements. Has basic understanding of Medicaid Program. Is capable of educating customers on eligibility (payor policies and procedures). Organizational Skills: Manages priorities to respond to customer and business needs. Is comfortable using technology to document activities and information, e.g. Microsoft Office, Microsoft Outlook
Position Type: Full Time
Req ID: 283441
Center Name: Guardian Center
Genesis HealthCare, Inc. and all affiliated entities (collectively, “Genesis”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender expression, gender identity, sexual orientation, national origin, age, actual or perceived disability, marital status, pregnancy, genetic information, amnesty, military status or status as a covered veteran in accordance with applicable federal, state, and local laws. Genesis takes affirmative action to employ and advance in employment qualified minorities, women, individuals with disabilities and covered veterans. These policies are fully supported by the CEO, COO and all members of the leadership team. If you require any reasonable accommodation under the Americans with Disabilities Act (ADA) in completing the online application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please contact (877)456-6726. This phone number is for ADA related accommodation requests only, not for routine employment inquiries.