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Full job description
Purpose of Your Job Position:
The primary purpose of the CTC’s job position is to build and grow census and quality mix by developing referral relationships with existing customers and developing new business through account management systems. This is done by building relationships with clinical discharge coordinators, social workers, physicians, and through meeting with the patient/family members.
The primary purpose of the CTC’s job position is to build and grow census and quality mix by developing referral relationships with existing customers and developing new business through account management systems. This is done by building relationships with clinical discharge coordinators, social workers, physicians, and through meeting with the patient/family members.
Care Transition Responsibilities:
- Responsible for meeting /communicating with each new referral from the hospital. Provides the patient/family with the facility contact information.
- Ensures facility can meet patient’s clinical needs. Discusses any issues with Director of Nursing. Obtains any special equipment needs, size, model numbers, brands etc; to ensures item is ordered and onsite prior to patient arrival at facility.
- When patient’s needs cannot be met, makes alternate recommendations in the community.
- Assists in obtaining all necessary prescriptions, 3008 PASRR prior to patient’s discharge from hospital.
- Maintains a list of patients being followed at each hospital, their referring source and corresponding physicians in order to develop a target list for follow up communication purposes.
- Communicates with patient and/or family prior to admission, invites to tour, educates about rehabilitation skilled nursing, answer all questions, provide insurance benefits, educates about payers, obtains advanced directive status, provides advanced directive education if needed. Obtains correct emergency contacts. Involves the family/caregivers in the educational process and assesses post discharge educational/coaching needs.
- Communicates with Case Manager/discharge planner prior to leaving the hospital whether the patient has been accepted and facilitates transfer if appropriate.
- Communicates gathered information with Admissions Director in a timely manner.
Customer Relations Process:
Bachelor’s degree preferred. Considerable experience in a comparable position will be considered in lieu of degree.:
Experience:
3 to 5 years sales experience, preferred in health care services, products or pharmaceuticals.
- Maintains a thorough knowledge of the center’s products and services, acuity capabilities and physician relations.
- Meets with Administrators or department heads to discuss customer service issues as the issue arises in order to respond in a timely manner.
- Assist center customer relations team to identify niche opportunities, market diversification and market share strategies
- Evaluates center physical environment and discuss with Administrator. “See’s the center through the customer’s eyes”
- Maintains an educated understanding of all payer sources and their impact on revenue.
- Prioritizes admissions to maximize revenue opportunity without jeopardizing referral source relationships.
- Consistently employs Customer Relations training techniques in all referral source encounters, leading to an appropriate customer commitment
- Develops relationships with a growing base of referral sources, leading to a consistent flow of quality referrals to the center.
- Actively seeks out and identifies new referral sources
- Meets or exceeds customer relations meetings quota
- Maintains a current target list of potential new referral sources
- Completes the admission monthly report indicating effectiveness of the customer relation action plan, needs for change and forecasting
- Maintains an efficient referral tracking system, using it to identify inquiry trends, customer needs and an effective sales plan
- Schedules and leads effective presentations to educate both professional referral sources as well as the community. Minimum 2 per month.
- Maintains up to date customer profiles on existing referral sources
- Captures seminar leads to incorporate into database
- Effectively uses resources to build relationships
- resulting in gaining prospective customers and gaining commitment to admission
- Effectively educates community about products and services to meet our customer’s needs
- Coordinates presentation efforts with subject matter experts to guarantee a successful team approach to developing census
- Effectively coordinates center customer relations committee
Bachelor’s degree preferred. Considerable experience in a comparable position will be considered in lieu of degree.:
Experience:
3 to 5 years sales experience, preferred in health care services, products or pharmaceuticals.
