Community Relations Coordinator

Location: Fitchburg, WI

Position: Community Relations Coordinator

Position Summary:

The Community Relations Coordinator is responsible for the customer experience from first inquiry to move-in and beyond: creating environments where moments of joy, independence, and wellness are the focus each and every day. The Community Relations Coordinator is responsible for management of the community’s census, pre-move-in’s, move-in’s, move-outs, and follow-up processes. This includes establishing and promoting all the marketing and resident services and programs for the community that will generate resident move-in’s promoting extraordinary customer satisfaction and financial viability of the community.

Reports to: Administrator

Essential Functions And Responsibilities:

Marketing Plan “Marketing the Mission”.

1. Role model in word and action the mission, actively creating environments where moments of joy, independence, and wellness are the focus each and every day.
2. Coordinate the customer experience from first inquiry, to move-in, to move out; creating a unique and meaningful environment.
3. Achieve community census goals and annual budget projections.
4. Do market analysis two times annually, and report results to RMC. If market analysis supports an increase in market rates, coordinate with the RMC Marketing Director to re-print brochures. Coordinate with the Administrator to identify current residents eligible for rent increases.
5. Utilize You’ve Got Leads Program. Must have complete knowledge of the program and be able to demonstrate proficiency. Utilize Ridgelines Policies for YGL’s Program.
6. Act as a liaison between the facility and the outside community.
7. Develops strategies to maximize move-in’s including daily contact with potential referral sources including hospitals, physicians, insurers, and health care agencies. See Marketing 101.
8. Work with local agencies to generate a positive image, and encourage word-of-mouth referral activities, as well as serve as an elder resource person for the community.
9. Participate in trade shows and marketing activities as assigned.
10. Oversee the marketing advertisement for the community, staying within budget, producing measurable results etc. Follow policies for advertisement.
11. Update and maintain community collaterals and tour packets, staying within budget, and presented in a professional and quality manner.
12. Release a monthly newsletter. See policy and procedures for Newsletter.
13. Develop and oversees the Welcoming Committee. This will include preparing Welcome Baskets for new residents and have them in their room upon arrival. See Welcome committee policies.
14. Make community rounds in the community and on the outside. Ensuring that the community looks presentable, neat and clean both inside and outside.
15. Assure rent readiness of any available apartments (Model Rooms). See memo and guidelines on Rent Readiness.

Move-in’s/ Move-out’s:

1. Takes potential referrals when called directly into the community.
2. Coordinates weekend and holiday move-in’s.
3. Conduct evaluation/assessment of potential residents, and determine level of services required. Follow regulations per your state.
4. Authorize acceptance of Residents and coordinate move-in’s with appropriate staff.
5. Coordinate move-in with appropriate staff, including Dining Services, maintenance, and Life Enrichment.
6. Responsible for making sure that all move-in’s go smoothly.
7. Personally assure that Resident is welcomed warmly, and is supported with extraordinary service and care during the first month after move-in.
8. Have an understanding of the Service Plan process.
9. Handles all bereavement events for residents, including visiting residents in the hospital, as well as sending cards and flowers to ill residents.
10. Maintain contact with all residents, their families or responsible party and discharge planners when admitted to a hospital, rehab or long term care facility.
11. Tracks move-in’s and move-outs.
12. Coordinates all of the move-in paperwork with the resident/responsible party, including the follow up of notifying the administrator to update the resident roster, faxing paperwork to RMC home office.
13. Coordinates all of the move-out paperwork, including the follow up of notifying the administrator to update the resident roster, faxing paperwork to RMC home office, and closing out the financial file.

Reports:

1. Updates and ensures timely delivery of census report to home office.
2. Updates and ensures timely delivery of resident roster to home office.
3. Marketing Calendar completed by the 20th of each month for the following month. Follow the components of marketing calendar
4. Completed updated Marketing calendar completed by the 5th of the month following.
   a. Marketing event
   b. Community project
   c. Referral Visits (listing names, phone numbers)
   d. Strategy and focus
   e. JIW focused
   f. Current Advertising listed and requested
   

Customer Service

1. Takes personal accountability and responsibility for exceeding customer service expectations of every customer interacting with the Community.
2. Trains all staff on Customer Contact Sheets and Tours.
3. Trains all staff on ‘Star Service’ and ‘JIW’
4. Promote and train all staff on customer service expectations, including “telephone Etiquette”.
5. Coordinates the Community Welcoming Committee.
6. Exhibit courtesy, compassion and respect to employees,residents, families, visitors, physicians, administrators and coworkers.
7. Establishes and maintains exemplary standards for community appearance and staff presentment; ensures compliance with company policies and procedures.
8. Demonstrates flexibility in adjusting to change, and customer expectations.
9. Promotes optimal communication among staff members, facility staff, referrals sources, physicians and patients.

Other:

1. Attends and participate in departmental/community meetings, as required.
2. Access continuing education opportunities appropriate to responsibilities.
3. Appropriately accesses the resources of the company’s home office for consultation and program development support. Seeks out external resources through conferences, workshops, etc. as necessary. Routinely shares personal knowledge with staff, other managers and facility personnel.
4. Meet company standards relating to deadlines and attendance.
5. Adheres to all safety and risk management protocols and programs.
6. Participates in direct and indirect resident services as warranted.
7. Participates in quality improvement activities.
8. Performs other duties or functions as directed.

Employment Requirements

Minimum Qualifications

1. Knowledge of regulatory standards and compliance requirements.
2. Freedom from illegal use of drugs.
3. Freedom from use of and effects of use of drugs and alcohol in the workplace.
4. Persons who have been found guilty by a court of law of abusing, neglecting, or mistreating individuals in a health care related setting are ineligible for employment in the position.
5. Requires minimal supervision, is a self-starter and flexible.
6. Organized and utilizes time appropriately, sets, priorities and accomplishes assigned tasks.
7. Keeps resident information confidential, respects residents rights, respects privacy and the right to self-determination by the residents.
8. Has the ability to spend long periods of time on feet and ambulate quickly.
9. Working knowledge of personal computer and software applications used in job functions, (Microsoft word, outlook, power point, graphics, databases, spreadsheets, etc.)
10. Strong organizational and analytical skills; oral and written communication skills.
11. Is accurate, dependable, neat and thorough in assigned tasks.
12. Works cooperatively with supervisors and co-workers.
13. Demonstrated ability in independent functioning and strong leadership.

Education:

High School Diploma required. At least three (3) years experience in Health Care Sales/Marketing/Insurance or commensurate education preferred. Familiar with Medical Terminology

Certificates, Licenses, Registrations:

None

Language Skills:

Ability to read and speak English. Ability to communicate clearly, with warmth and compassion based in a sound understanding of human relationships. Ability to read, analyze, and interpret general business periodicals and governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of executives, managers, residents, families, customers, and the public.

Reasoning Ability:

Ability to define and solve problems collects data, establish facts, and draw valid conclusions.

Continuing Education:

Attends in-service and education programs; attends continuing education required for maintenance of professional certification or licensure.

Contact Info:

Please send resume and cover to:
Peter Kulinski
Fax: 608-274-5523
Peter.kulinski@avalonalcommunity.com