Patient Access and Intake Coordinator

At ScionHealth, we empower our caregivers to do what they do best. We value every voice by caring deeply for every patient and each other. We show courage by running toward the challenge and we lean into new ideas by embracing curiosity and question asking. Together, we create our culture by living our values in our day-to-day interactions with our patients and teammates.

Job Summary

Responsible to build and grow census/quality mix 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 Scion Health hospital. The AC spends his/her time engaged in revenue-generating activities: census/mix management (including internal conversions), inquiry management, external sales calls, lead-base calls to build long-term custodial census, and community education. Also, the AC 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 center department heads and managers. 

Essential Functions 

• Census/Mix Management – Fulfills a proactive, take-charge role in the center’s Morning Stand-Up meetings. Communicates weekly with the Executive Director (ED) and other department heads to resolve admission issues, including ongoing meetings with the Director of Nursing Services (DNS) to discuss clinical service issues and updates to the Clinical Grid. Conducts twice weekly physical environment rounds with the ED and select department heads (Housekeeping, Plant Operations, etc.) to resolve center presentation issues. Conduct tours for prospective customers interested in Scion Health’s skilled nursing care services. Works with the Social Worker to ensure that internal conversions of patients from short-term rehab to long-term care take place when appropriate. Alerts department heads/facility staff of projected room changes – admissions, discharges, patient transfers – at the daily admission meeting. Leads the bed management process, using established Scion Health principles and protocols. Works with the DNS and the Business Office Manager (BOM) 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.
• Customer Service & Satisfaction – 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 center 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 (via Corporate Family Survey), community sources and inquiries that were unable to admit. Shares results with the management team, PI committee, and others as appropriate to develop action plans as needed.
• Inquiry Management – Responds promptly to inquiry calls from hospital discharge planners, families 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 center making external sales calls. Manages occupancy levels and ensures that census/quality mix is consistently at or exceeds budget expectations.
• External Sales – Develops business relationships with a growing base of referral sources, leading to a consistent flow of quality referrals to the center. 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. Maintains an active involvement in community organizations and associations. Uses patient-specific and center-specific communications tools to expertly convey Scion Health’s story to customer constituents. Utilizes Scion Health’s sales practices and sales tracking tools to document the efficacy and effectiveness of the center’s external sales efforts. Demonstrates working knowledge of Scion Health’s Power of Potential (POP) sales model and its application in different customer settings.
• Lead-Base Marketing – Develops personal relationships with prospective customers by completing a specified volume of voice-to-voice phone calls each month to individuals in the center’s database. Maintains a current list of prioritized lead-base for potential customers. Utilizes Scion Health’s sales practices and sales tracking tools to document the efficacy and effectiveness of his/her personal lead-base marketing efforts.
• Sales & Market Plan Analysis, Development and Execution – Coordinates the development and execution of the center’s 30-60-90-day sales and marketing plan. Maintains a detailed working knowledge of the local market – including hospitals, managed care, specialty services and competitive data – and remains aware of any changes in these key market factors. Visits competitors as needed (at least once per year) in order to demonstrate expert command of Scion Health’s value proposition. Leads the center’s marketing team meetings. Monitors budgets. Tracks results. Provides center management with training on conducting peer-to-peer sales calls.
• Community Relations – Develops and implements special events and presentations targeted at community education, establishing and maintaining the center’s status as the expert on skilled nursing, specialty programs, rehabilitation care and other healthcare issues in the community.
• Specialized Healthcare Industry Expertise – 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.
• Admission Process Paperwork & Documentation – Creates all admission packets in accordance with Scion Health policies and procedures. Works with HQ Admission Committee to ensure that only Scion Health-approved forms, marketing collateral and literature are in use at the center. 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. Ensures that referral sources and admission data are entered into the automated referral system (HPAS) daily. In states where Scion Health chooses to offer Alternative Dispute Resolution (ADR), ensures that every admission is educated about, and encouraged to sign-up for, the ADR program.
• Administrative Tasks – Keeps all patient information confidential. Performs other duties as assigned.

Knowledge/Skills/Abilities/Expectations

• Expert ability to make sales calls and develop business relationships with referral sources through the use of time/territory key account management principles.
• Expert ability at making effective (persuasive) presentations and public speaking. Demonstrate self-confidence.
• Expert ability to use the telephone as a sales tool, with an aptitude for translating phone contacts into service provider-customer business relationships.
• Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint), and the ability to learn to specialized computer applications (HPAS) that are specific to handling job requirements.
• Working knowledge (or the ability to learn) of healthcare reimbursement programs (payer sources).
• Ability to develop professional working relationships and communicate effectively with multiple constituencies – residents, family members, medical community professionals, community opinion leaders, fellow Scion Health associates, etc.
• Ability to plan, organize and prioritize multiple tasks that need to be completed on a daily basis. Excellent organizational skills and documentation orientation.
• Ability to maintain confidentiality.
• Ability to work independently. Must be self-motivated and goal oriented.
• Ability to communicate effectively, both orally and in writing.
• Ability to work flexible hours, as admission responsibilities may dictate.  Ability to maintain regular attendance.  Ability to perform the essential job functions of this job, with or without reasonable accommodations.
• Approximate percent of time required to travel: 0  
• Must read, write and speak fluent English.
• Must have good and regular attendance.
• Performs other related duties as assigned

Education

• Associate’s degree in an appropriate field. 
• Bachelor’s degree 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  

• Must have a valid driver's license.

Experience

• 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.