Job Description
Carleton-Willard Village is a retirement community located in Bedford, MA. Services include supportive care, skilled nursing, rehabilitation, and memory care all in a village-type setting. Our 72 acre sanctuary of pristine woods, meadows, walking paths and gardens is just north of Boston.Job Purpose:
The Director of Community Relations is responsible for the occupancy of our Level IV Rest Home, Llewsac Lodge. This leadership role works closely with the Director of Admissions, the Director of Sales and Marketing, and the Director of Llewsac Lodge to develop and implement an effective admissions program to drive referral traffic to Carleton-Willard Village through a variety of outreach programs, referral agencies, and supporting marketing events. This position also serves as a back-up to the Director of Admissions of the Nursing Center.
Essential Duties and Responsibilities:
- Achieves and maintains maximum occupancy for Llewsac Lodge, our Level IV Rest Home.
- Develops a specific outreach plan to identify and engage referral sources and leads through the sales process. Provides and evaluates feedback to/from the marketing team on the effectiveness of outreach efforts and revises plan as needed to achieve occupancy results.
- Implements an effective marketing, resident relations, admissions and community outreach program.
- Conduct tours of the community and grounds for potential residents, families, outside community and representatives from placement agencies and organization.
- Interview, assess and determine if applicants are appropriate candidates for the community.
- Handle financial arrangements related to admissions and acquire necessary information and Documentation.
- Plan and implement marketing events.
- In collaboration with the Director of Admission, Director of Sales Marketing, and Director of Llewsac Lodge, coordinates the development and execution of the quarterly marketing plan.
- Act as a liaison with discharge planners.
- Meet with internal residents and families to discuss the admission or transfer process to Llewsac. Lodge.
- Communicate transfer, admission, clinical and financial information to appropriate community staff members. Ensure that the community is prepared for admission.
- Obtain the necessary medical and financial information to complete the admission or transfer.
- Support the Director of Admissions for the Nursing Center in managing relationships with referral sources and provide information regarding current services. Respond promptly to inquiries regarding placement needs. Facilitate patient placement based on clinical services needed, bed availability, patient/family preference, geographic location, etc.
- Conduct regular visits and serve as educational service in which the hospital learns of Carleton-Willard’s Village new, enhanced or existing services and capabilities.
- Responsible for communicating Customer Service Satisfaction Survey results to referral sources. Works with the center team to monitor customer satisfaction and shares results with the management team and others as appropriate to develop action plans as needed.
- Maintains a detailed working knowledge of the local market – including hospitals, managed care, specialty services and competitive data – and remains aware of any changes in these key market factors.
- Visits competitors as needed (at least once per year) to demonstrate expert command of Carleton-Willards value proposition. Maintains competitive analysis with current data.
- 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.
- Committed to working with residents and families to develop and implement strategies that promote person-centered care.
- Applies “5 Star” customer service approach in all aspects of job.
- Four-year college degree with a minimum of three years of experience working in a hospitality or healthcare related environment preferred.
- Demonstrated ability for success in selling senior communities.
- Strong communications skills with ability to exercise discretion and judgement.
- Participates in the Manager on Duty Program
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