Community Liaison

SUMMARY

The Sales & Admission Liaison is responsible for serving as a liaison between internal and external referral sources to develop and promote occupancy/participation in the programs assigned. The Sales & Admission Liaison manages the sales process and sales cycle for leads and prospects of the assigned programs; develops external relationships, promotes, and grows the assigned programs. This position will support assigned Campus leasing and admission functions.  

PRIMARY RESPONSIBILITIES

Leasing Responsibilities:

• Develop, build, and maintain referral relationships for Sholom with current or potential partners to generate leads through residents, family, and professional referral sources. Maintain prospect interest and commitments through continuous follow-up.
  • Develop relationships with potential and existing referral source and clients, as well as cold calling on organizations to promote Sholom programs and services.
  • Establish and maintain market awareness, acceptance, and branding of Sholom as the agencies/facilities of choice throughout the Twin Cities in an active manner.
  • Develop and implement specific marketing strategies and tactics to focus on building relationships and referrals.
  • Personally respond to inquiries by educating prospective residents and their families on the health care and housing services available at Sholom.*
• Maintain a comprehensive working knowledge of assisted living, care center, home care and hospice markets, including major payer groups, key referral sources, and competitors’ market positioning.
• Responsible for meeting, individual and team, sales and performance goals by managing sales activity to ensure occupancy/census goals are achieved or exceeded. 
  • Provide direct support to meet occupancy/census expectations and targets. 
  • Ensure that each prospect receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every prospect, maintaining solid product knowledge, and all other aspects of customer service. 
  • Conduct tours and provide information, support and assistance to prospective residents, families, referral sources and decision makers.
• Provide consultative services to prospective residents, families, and decision makers.  Consult with interdisciplinary team members regarding prospective residents with extraordinary needs to assist with care coordination and transition support.  
• Responsible to coordinate move-in’s to ensure successful occupancy in accordance with customer needs and operational goals, as well as established best practices and procedures. This position will work in close collaboration with the Leadership team including but not limited to; Housing Directors, Campus Administrator, Marketing department and other sales team members as a key member of a motivated sales team. Responsible to coordinate with various departments regarding services, equipment, and other resources needed for residents prior to move-in/or program participation to ensure resident needs are met.
  • Coordinate move-ins/services collaboratively with other professionals inside and outside Sholom.
  • Develop public relations events to promote goodwill in the community and work with other sales team members and management to plan, coordinate, and implement monthly prospect and/or referral source activities and events. 
  • Develop ongoing written communications.
  • Develop sales and marketing collateral to communicate the Sholom message.
  • Research competitor organizations and compare services.
  • Follow organizational procedures in lead tracking and maintain current records of all leads and prospects. Ensure compliance with all regulatory organizations managing with an expectation of compliance, taking corrective measure as need. 
  • Demonstrate an expertise and knowledge of current best practices in successful retirement housing sales and marketing techniques. Maintain knowledge and understanding of the competition; conduct ongoing analyses of internal leasing rates to market data, ensuring pricing is sustainable and competitive.
  • Represent in professional manner the organization at public and community functions and foster a positive image of the community. *
  • Support various other Administration responsibilities as needed.

Admission Responsibilities:

• Receive and respond to all incoming calls an in-person inquires for admission to the facility to ensure that occupancy levels are maintained as needed. 
• Consult and advise potential and newly admitted residents regarding service availability, pricing, financial assistance, and related information to all inquiries.
  • Conduct tours and provide information, advise, support and assistance to prospective residents during their decision making process.
  • Maintain accurate records of inquiry and lead tracking, follow up, waiting list management etc. through the designated, computerized system.
  • Provide input to assessments, cost analysis and projected length of stay of potential new admissions, including hospital or site visits if necessary. 
  • Consult with interdisciplinary team members regarding prospective residents with extraordinary needs.
  • Coordinate all of the needed services and supplies for residents prior to admission.
• Contact hospital social workers and/or nursing staff and gather accurate information on all admissions from the hospital or other admitting facilities in a timely manner. 
• Provide accurate assessment, observation and documentation of resident care upon admission.
  • Meet and welcome new residents/families on arrival at the facility.   Assist nursing staff in orienting residents to their rooms.
  • Communicate with nursing staff and all other campus departments to facilitate quality patient care.
  • Refer questions and concerns of residents/families to appropriate facility department managers.
• Maintain accurate records and documentation to ensure all state, federal and insurance guidelines are met.
  • Facilitate regular Medicare/admissions communication to ensure compliance.
• Coordinate admissions collaboratively with other professionals inside and outside Sholom. 
  • Promote cooperation with all regulatory organizations managing with an expectation of appropriate compliance and corrective measures.
• Maintain knowledge and understanding of competition.
• Ensure compliance with all Sholom established policies, procedures and practices with regards to the admissions process.
• Support various nursing responsibilities as needed.

JOB SPECIFICATIONS

Education, Experience and Credentials

• Associate Degree in Geriatrics, Marketing, Social Work or related field highly preferred, Bachelor degree preferred.
• One-year sales experience preferred, preferably in the senior living industry or, more specifically a continuing care retirement community. 
• Two or more years’ previous experience in geriatrics preferred.

Knowledge, Skills and Abilities  

• Excellent interpersonal, collaboration, and relationship building skills to effectively work with a diverse group/variety of people and personalities, including developing relationships with vendors, Board members, family members, volunteers, external organizations, and staff.   
• Able to plan, prioritize, coordinate, and manage own work.  Able to work unsupervised, make decisions and solve routine problems independently, effectively and creatively.
• Strong computer skills, including Microsoft Word, Excel, Outlook, Internet and CRM lead tracking systems and other applications.
• Understand and maintain confidential nature of organization and client information, including and in accordance to HIPAA regulations.
• Work as an effective and proactive team-player; understand the importance of supporting the organization, residents, tenants, customers and other Sholom employees.
• Able to display high levels of customer service, responding promptly and thoroughly to the inquiries and needs of individuals both internal and external to the organization in accordance with our PROUD standards.
• Self-motivated, fast learner, show leadership and initiative, willing to call new organizations and bring results. 
• Able to develop and give presentations to large and small groups of individuals inside and outside the organization. Able to use media software to enhance presentations, as appropriate.  
• Able to manage multiple long and short-term projects simultaneously, meeting all related deadlines.
• Proficiency in Microsoft Office skills, including Word, Excel, PowerPoint, and Outlook. 
• Able to follow Sholom safety guidelines in all duties and responsibilities.
• Ability to demonstrate effective written and oral communication.

PHYSICAL REQUIREMENTS NECESSARY TO PERFORM THIS JOB

• Perform light work, with occasional or negligible lifting of objects weighing up to 20 pounds.
• Push and move wheelchairs with residents of all weights and sizes for short and long distances.
• Able to provide tours of the campus, frequently standing and walking around office/building repeatedly throughout the day.
• Communicate clearly and effectively both orally and in writing to all levels of people inside and outside the organization, including possessing good English speaking skills, fluency and understandability.
• Able to effectively use office equipment to review and create information.
• Work at a desk for extended periods of time and perform hours of work at a computer. 
• Able to work a flexible work schedule, including overtime, nights and weekends as required including attending events/meetings as needed.
• Access to reliable transportation to ensure attendance at regular public relations and outreach events.

TOOLS AND EQUIPMENT USED

• Use telephone, computer and standard office equipment. 

WORK ENVIRONMENT

The work environment is primarily indoors, however may be outdoors for public relations events. The incumbent must be flexible about switching positions quickly in order to respond to the needs of potential clients, tenants and residents.   

This job description does not necessarily list all the functions or accountabilities of the job.  Employees may be asked by management to perform additional duties and tasks.   Management reserves the right to revise and update job descriptions at any time.  

Sholom is dedicated to the health and safety of its residents, family members, and team members. All offers of employment are contingent upon successful completion of relevant background, employment verification and TB tests, and using designated PPE where and when required.

Sholom is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.