Job Description
At Wildewood Downs , we're not just a luxury senior living company; we're a community recognized as a Great Place to Work® and we take immense pride in that designation. Our philosophy, "People First, Always," underscores everything we do. We believe that our dedicated team is our greatest asset, driving us to create compassionate, respectful, and meaningful interactions every day.
Why Choose Wildewood Downs:
A Culture of Growth and Teamwork:
We foster an environment where your contributions are celebrated, and your personal and professional growth is encouraged. Make a Difference:
Your work will enrich the lives of our residents and fellow team members, creating a lasting positive impact in our community. Collaborative Environment:
Join a team that values each member's input, promotes collaboration, and strives to create a vibrant and engaging atmosphere. We're looking for a Community Healthcare Liaison:
The Community Healthcare Liaison manages the Skilled Healthcare admissions process. This position is responsible for supporting the department's activities in preadmission, admission, discharge, and follow-up processes. Are You Ready to Make an Impact? If you're passionate about making a difference in the lives of seniors and want to be part of a team that strives for excellence, we invite you to apply today! Essential Functions:
Represents the campus in a positive manner while creating an environment that fosters respect and courtesy for residents and employees Works within the campus programs to promote safety and the well-being of all residents and employees. Upholds the campus's Mission Statement. Maintains HIPAA standards and regards all medical or healthcare information pertaining to residents and employees as confidential. Daily communication with the centralized admissions coordinator related to transfers to the hospital, LOAs, discharges, and admissions to Community SNF. Collaborate to ensure full occupancy by reviewing referrals daily and advancing admissions opportunities. Ensure Admission Packets are signed timely by residents or POA. Complete calls and setup times to meet to go through the Admission Packet or obtain e-mail remote signing. Discuss benefits with resident/POA prior to move in - coordinate with family. MedAdv Updates must be sent timely- document in chart. Ensure Room Readiness and Checklist completion. Initiate the Welcome Experience. Complete Insurance verification/authorizations-verified and documented in chart. Ensure Census Lines are corrected daily-Admissions, Discharge, Transfers. Coordinate with the centralized admissions coordinator and nursing team daily to prioritize admissions pipeline activity and identify barriers to conversion. Conduct tours of the community with prospective residents and families, positioning the community's rehabilitation, care, and hospitality strengths. Assist with Assisted Living and Memory Care tours and move-ins in partnership with Lifestyle Advisors. Occupancy, Speed-to-Lead & Referral Responsiveness Expectations Speed-to-Lead (STL) Standards:
Respond to all inbound referral inquiries, hospital referrals, professional referrals, and direct consumer inquiries within 30 minutes during business hours whenever possible; all referrals must receive an initial response within one business hour. For after-hours or weekend referrals, ensure follow-up occurs by the next business day, with urgent opportunities escalating according to established protocols. Contact every new qualified referral the same day received and document outreach activity in CRM and/or referral tracking systems. Advance each referral to a defined "next step" (assessment scheduled, tour arranged, clinical review initiated, admission decision pending, etc.) within 1 hour. Referral Responsiveness & Conversion:
Review referral activity daily and proactively manage response times, referral aging, and conversion opportunities. Maintain timely communication with discharge planners, case managers, physicians, and professional referral sources, including updates on bed availability, admissions criteria, and status changes. Complete referral follow-up on all unconverted opportunities within 24 hours. Participate in joint outreach with community leadership and sales partners, including bi-weekly professional outreach visits and quarterly referral source engagement events, per the Census Action Plan (CAP). Support referral-to-admission conversion goals and maintain accountability to census growth targets. Care Services Lifestyle Advisor Collaboration & Sales Expectations:
Participate in Daily Prospect-Centered Sales (PCS) meetings with Care Services Lifestyle Advisors and community leadership to review referral pipelines, barriers, and advancement strategies. Collaborate with Lifestyle Advisors on shared prospects transitioning across AL, MC, and SNF to maximize admission opportunities. Establish a strategy for every active prospect or referral to move the opportunity forward. Maintain a minimum of 3-4 hours daily in the Selling Zone (TSZ) focused on tours, referral follow-up, prospect engagement, and relationship-building activities. Review CRM and referral analytics minimum 15 minutes daily to monitor response times, conversion activity, and pipeline progression. Per the CAP meet or exceed expectations for: Tour-to-admission conversion Referral response timeliness Professional outreach activity Lead follow-up compliance CRM documentation standards Continuum conversion opportunities (IL/AL/MC to SNF and vice versa) Hospitality & Consumer Experience Expectations:
Deliver a highly responsive first-impression experience that reflects the organization's People First, Always guiding principle. Ensure every inquiry, referral, tour, and admission reflects the organization's CORE 4 principles, including: Service Recovery Anticipating Needs Meaningful Moments Service Delivery Consistency Partner with operations to ensure room readiness, tour readiness, and admission readiness meet hospitality standards. Conduct warm handoffs for new admissions and families to clinical and interdisciplinary teams. Post-Discharge & Relationship Continuity:
Conduct Satisfaction Surveys prior to discharge. Complete 72-hour post-discharge health check calls and maintain readmission relationship continuity. Continue outreach with discharged residents, families, and referral sources to support future admissions and goodwill. Performance Standards/Key Accountability Measures:
Success in this role is measured through performance in the following areas: Skilled Nursing Occupancy Contribution Referral-to-Admission Conversion Rate Speed-to-Lead Compliance Referral Response Time Compliance Professional Outreach Activity Daily PCS Participation CRM Documentation Accuracy Customer Satisfaction Scores Continuum Conversion Opportunities Admission Packet Compliance and Timeliness Physical Demands, Work Environment, and Expected Hours of Work:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position is often required to read, write, stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, balance, stoop, kneel, crouch, talk and/or hear. An individual in this position will be required to lift or carry weight up to 25 lbs. May be exposed to minimal to moderate noise. May be required to work extended periods of time at a computer terminal. May encounter difficult situations, including contact with mentally ill and deceased residents. TRAVEL:
Local and out-of-state travel, including overnight stays, may be required from time to time to attend conferences, training, meetings, and professional development programs. Education and Experience Requirements:
High School graduation or GED required. Associated degree in a related field desired. Office or administrative experience required. Two years' experience in a similar position is desired. Knowledge of software for Skilled Nursing billing or related software. Knowledge, Skills, and Abilities Required:
: Proficient computer skills in Microsoft Office (Word, Excel) plus the willingness to learn other computer programs if required. Must conduct all business in a professional manner and with a high level of confidentiality. Ability to work with minimal supervision. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
