Care Transition Coordinator - RN Preferred

Purpose of Your Job Position

Job Functions

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.

• 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

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.
• 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.

Qualifications

• Bachelor’s degree preferred. Considerable experience in a comparable position will be considered in lieu of degree

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.
• Local travel engaging in outside sales calls, including periodic overnight travel, as needed or as directed by Administrator is required.