Cascadia Healthcare
Marketing Manager
Cascadia Healthcare, Boise, Idaho, United States, 83708
Position Summary:
The Marketing Manager is 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 skilled nursing facility. The Marketing Manager 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 Marketing Manager 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 Chief Executive Officer and other facility department heads and managers.
Note: All employees of Cascadia Healthcare are required to submit and be cleared to work in the facility per each state's specific background check requirements prior to contact with patients/residents.
Qualifications
Education: Associate or bachelor's degree in an appropriate field preferred. Two years of equivalent experience in a sales/marketing position will be considered in lieu of a degree. Licenses/Certification:
Valid driver's license. Must be either a Licensed Practical Nurse or Registered Nurse. License Experience:
Six months experience in a long-term care environment preferred. 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. Essential Functions
Develops and maintains relationships throughout health care industry to promote the facility. Fosters relationships with healthcare system discharge planners, request referrals from the same. Fulfills a proactive, take-charge role in the facility's stand-up meetings. Communicates weekly with the Chief Executive Officer and other department heads to resolve admission issues, including ongoing meetings with the Chief Nursing Officer (CNO) to discuss clinical service issues. Conducts routine physical environment rounds with the CEO and select department heads (Housekeeping, Facilities, etc.) to evaluate and resolve facility presentation issues. Conduct tours for prospective customers interested in the facility's skilled nursing care services. Works with the CNO 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. Models' exemplary customer service to all constituencies always. 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. 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, community sources and inquiries that were unable to admit. Shares results with the management team, QAPI committee, and others as appropriate to develop action plans, as needed. Responds promptly to inquiry calls from hospital discharge planners or Clinical Liaisons, families, and other referral sources. Also responsible for taking the initiative to regularly visit the hospitals 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 always maintaining updated bed availability and facility services information. Trains the back-up team to capably handle an inquiry when he/she is out of the facility. Manages occupancy levels and strives to have census/quality mix consistently at or above budget expectations. Conducts post-discharge follow-up with residents and/or family members. Develops business relationships with a growing base of referral sources, leading to a consistent flow of quality referrals to the facility and/or collaborates with Clinical Liaisons. 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. 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. 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. Communicates special needs of new admits to staff to ensure a smooth transition. Keeps all patient information confidential. Participates in appropriate community events in conjunction with CEO. Maintains accurate records of community outreach efforts and secured referred admissions. Other Functions
Performs other tasks as assigned. Conducts job responsibilities in accordance with the standards set out in the Company's Code of Business Conduct, its policies and procedures, applicable federal and state laws, and applicable professional standards.
The Marketing Manager is 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 skilled nursing facility. The Marketing Manager 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 Marketing Manager 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 Chief Executive Officer and other facility department heads and managers.
Note: All employees of Cascadia Healthcare are required to submit and be cleared to work in the facility per each state's specific background check requirements prior to contact with patients/residents.
Qualifications
Education: Associate or bachelor's degree in an appropriate field preferred. Two years of equivalent experience in a sales/marketing position will be considered in lieu of a degree. Licenses/Certification:
Valid driver's license. Must be either a Licensed Practical Nurse or Registered Nurse. License Experience:
Six months experience in a long-term care environment preferred. 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. Essential Functions
Develops and maintains relationships throughout health care industry to promote the facility. Fosters relationships with healthcare system discharge planners, request referrals from the same. Fulfills a proactive, take-charge role in the facility's stand-up meetings. Communicates weekly with the Chief Executive Officer and other department heads to resolve admission issues, including ongoing meetings with the Chief Nursing Officer (CNO) to discuss clinical service issues. Conducts routine physical environment rounds with the CEO and select department heads (Housekeeping, Facilities, etc.) to evaluate and resolve facility presentation issues. Conduct tours for prospective customers interested in the facility's skilled nursing care services. Works with the CNO 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. Models' exemplary customer service to all constituencies always. 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. 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, community sources and inquiries that were unable to admit. Shares results with the management team, QAPI committee, and others as appropriate to develop action plans, as needed. Responds promptly to inquiry calls from hospital discharge planners or Clinical Liaisons, families, and other referral sources. Also responsible for taking the initiative to regularly visit the hospitals 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 always maintaining updated bed availability and facility services information. Trains the back-up team to capably handle an inquiry when he/she is out of the facility. Manages occupancy levels and strives to have census/quality mix consistently at or above budget expectations. Conducts post-discharge follow-up with residents and/or family members. Develops business relationships with a growing base of referral sources, leading to a consistent flow of quality referrals to the facility and/or collaborates with Clinical Liaisons. 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. 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. 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. Communicates special needs of new admits to staff to ensure a smooth transition. Keeps all patient information confidential. Participates in appropriate community events in conjunction with CEO. Maintains accurate records of community outreach efforts and secured referred admissions. Other Functions
Performs other tasks as assigned. Conducts job responsibilities in accordance with the standards set out in the Company's Code of Business Conduct, its policies and procedures, applicable federal and state laws, and applicable professional standards.