Contact Center Director jobs in Santa Barbara, CA

POSITION SUMMARY

The Marketing Director is responsible for managing the facility customer flow (referral), admissions process including community sales, referral management, and admission sign-in, through post-admission utilizing the facility’s electronic medical record system. Meet census goals by working with the facility's interdisciplinary team and hospital and community entities to coordinate customer flow into and through the nursing facility.

POSITION RELATIONSHIP

Collaborates with all levels of unit nursing personnel and administrative and financial staff, physicians, consultants, and providing education to the facility. The reporting relationship includes but is not limited to:

• Clarification of admission roles and responsibilities;

• Advice and direction relating to facility admission performance improvement;

• Direction on participation in "Team Sales";

• Development of sales, service and relationship management expertise;

• Guidance through monthly meetings to achieve business and personal professional goals;

• Identification of opportunities for improvement to address admission barriers and create improvement plans.

QUALIFICATIONS

1. PROFESSIONAL

a. Minimum of three (3) years' experience in a healthcare setting.

b. Minimum of two (2) years college education in the field of health care administration, business management, and/or marketing or public relations preferred.

c. Ability to adjust work schedule based on facility's business need, specifically incoming admissions

2. PERSONAL

a. Must have strong communication skills, both oral and written

b. Must have knowledge and awareness of the care needs of the elderly and/or chronically ill.

c. Must have knowledge and ability to teach adult learners.

d. Must have basic computer skills.

e. Must be able to organize, analyze, investigate and implement principles of infection control committee.

3. POSITION RESPONSIBILITIES 

a. Assess inquiries when necessary and respond to referrers based on protocol, communicate admission decision and ensure positive admission experience for customer and family.

b. Ensure an immediate response to phone, fax, and walk-in inquiries and referrals and notifies Administrator.

c. Coordinate tour and sales process with customers, families and referrers, either personally or through Admissions Designee.

d. Conduct follow-up on all inquiries which have not yet been converted to admissions.

e. Identify, train, and schedule the customer service.

f. Ensure proper completion, signing and distribution of paperwork in accordance with Admission Sign-In policy and procedure.

g. Meet with family and customers upon admission and ensure appropriate preparation of room and introduction to nursing staff on unit.

h. Ensure comprehensive and accurate gathering and documentation of customer data in healthcare software which will enhance appropriate placement and coordination within the facility.

i. Maintain thorough knowledge of medical, social and financial information relating to Elder Care.

j. Work with Administrator and appropriate staff to ensure consistent, effective admissions, discharge and transfer meetings.

k. Review performance statistics including customer flow, pending and lost inquiries, denials, hospital discharges and sales activity.

l. Facilitate sales opportunities for referring hospitals by identifying, initiating, nurturing and maintaining contact with physicians, social workers, discharge planners as it relates to facility.

m. Stay abreast of services available within the facility in order to serve as liaison with the facility to hospital discharge planners, utilization review nurses, physicians, and other professionals to assist in efficient use of facility.

n. Provide information to referral sources of customer's progress as appropriate within HIPPA guidelines.

o. Develop and implement long-range and short-term sales plans.

p. Coordinate and participate in presentations about the facility or other appropriate. Work with Administrator to ensure customer satisfaction and to assess/respond to customer satisfaction surveys.

q. Concern his/herself with the safety of all facility customers in order to minimize the potential for fire and accidents. Also, ensure that the facility adheres to the legal, safety, health, fire and sanitation codes by being familiar with his/her role in carrying out the facility's fire, safety and disaster plans and by being familiar with current MSDS.

r. Put Customer Service First: Ensure that customers and families receive the highest quality of service in a caring and compassionate atmosphere which recognizes the individuals' needs and rights.

s. Perform other duties as requested.