Community Relations Liaison

Position Overview

Responsible for overall supervision and operation of the Marketing department, census development and community relations programs in accordance with laws, regulations and facility guidelines.

Basic Qualifications

Bachelor's Degree in Marketing, Business or other related field. Skills & Requirements: Must possess the ability to read, write and speak the English language; must have strong communication and presentation skills in both group and individual situations; must be patient, friendly, courteous and respectful to residents in any situation, including difficult ones; must be able to make independent decisions when necessary; must have the ability to follow marketing department guidelines as outlined by the facility and other regulations governing marketing in a long-term care facility; must be able to move frequently throughout the workday; must be licensed to drive within the current state and have a clean driving record; must be able to lift 20 lbs floor to waist; lift 10 lbs waist to shoulder; lift and carry 20 lbs; and push/pull 20 lbs.

Experience: Minimum of 1-3 years experience in health care, long-term care or other marketing industry is preferred. Working Conditions Primarily works in an office setting as well as throughout the facility; bends, lifts, sits, stands and moves frequently throughout the shift; exposed to both inside and outside weather conditions and temperatures; deals with frequent interruptions and possibly upset residents and family members; works regularly scheduled shifts with possible weekends, holidays and other hours based on resident needs; primary responsibility is service to the residents but also deals with visitors, government personnel, etc.

; participates in required continuing education programs; subject to odors, falls, burns and exposure to infectious diseases, waste, etc., including AIDS and Hepatitis B viruses. Competencies of Position Professionalism: Reports to work on time and as scheduled; works in unison with all staff; displays a willingness to help others; embraces constructive criticism; presents a friendly and professional attitude.

Resident Rights: Promptly reports resident grievances to supervisors; treats all resident care information with confidentiality; continuously monitors assigned areas to ensure residents are treated fairly and with dignity and respect at all times. Organizational and Communication Skills: Ability to multi-task and is detail-oriented; possesses the ability to effectively prioritize matters promptly and appropriately; understands the importance of follow-up; builds rapport with residents and families through listening attentively and effectively following up; able to effectively communicate individually or as a group.

Safety Awareness: Follows safety program guidelines; immediately reports accidents and incidents to supervisors; identifies unsafe working areas and promptly reports to supervisors; promotes safety by working as safely and efficiently as possible; consistently follows infection control and universal precautions and other guidelines; identifies and corrects or reports hazardous conditions to supervisors; understands facility emergency and evacuation protocols.

Leadership Skills: Possesses an approachable management style; ability to solve problems and treat each situation fairly; is calming during a crisis situation. Customer Service: Treats all residents, families, co-workers, inquiries, referral sources and supervisors with dignity and respect and takes initiative to exceed customer expectations; professionally represents the facility, self and position to visitors and residents; shows genuine concern for the residents; proactively identifies needs of the physical plant; demonstrates a positive attitude and willingness to help to all visitors and residents; remains sensitive to all needs through listening, observing and responding appropriately for the position held.

Essential Job Duties

1. Recruits, selects and orients qualified team members and volunteers for the Marketing Department.
2. Provides expectations and monitors performance of Marketing Department staff.
3. Provides overall supervision of the Marketing Department and provides guidance to the Marketing staff.
4. Manages labor budget and control expenses in accordance with company guidelines.
5. First point of contact for inquiries and prospects for admission.
6. Oversees the daily Marketing meetings within the facility.
7. Creates and executes the facility marketing plan.
8. Makes outreach calls to community referral sources to generate leads and inquiries.
9. Visits area hospitals and other referral sources to speak with potential residents regarding facility services.
10. Meets goals and expectations for budgeted census, census development, quality case mix, etc.
11. Coordinates and hosts events for the community on behalf of the facility, including open houses, health fairs, etc.
12. Schedules and provides facility tours for inquiries and prospects, including families.
13. Participates in various routine and non-routine meetings to enhance the effectiveness and efficiency of facility outcomes. Other Job Duties
14. Assists with the admissions process as needed and welcomes new residents and families to the facility.
15. Reports daily, weekly and monthly inquiry, admission and other information timely and accurately based on Company guidelines.
16. Develops positive community relations with local referral sources, civic organizations, etc. through attendance a local health fairs, trade shows and other community events.
17. Communicates recommendations of services based on the needs of referral sources.
18. Performs follow up on inquiries and other sales calls.
19. Monitors resident, family and referral source satisfaction; makes recommendations as needed.
20. Builds rapport with competitors in order to accurately determine strengths, weaknesses, opportunities and threats.
21. Creates promotional materials, newsletters, announcements, etc. and ensures availability for inquiries.
22. Communicates significant information for press releases within the community.