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Job Description:

Director of Community Relations

Job Description



Position Overview



The Director of Community Relations (DCR) serves as the both an internally and externally focused leader at a facility level providing community-based business development and relationship management to drive census development, community integration, and customer service. The DCR may support one or more facilities in a local defined market area. The role responsibilities may include acting as a consultant, coach, mentor, and dotted line supervisor for facility-level Admissions Coordinators. The primary role responsibilities are described below.



Community-Based Census and Market Development

Develop, implement, monitor, and report monthly progress on the facility level Business Development Plan

In collaboration with the Administrator and Regional Director of Business Development, create and implement external marketing strategies focused on both primary and secondary referral sources [40 - 60% of total time]

Maintain a list of primary and secondary referral sources with contact frequency and strategies for each. Prepare and submit a monthly report to the Administrator, RVP, and Regional Director of Business Development of the contacts and business outcomes from the contact strategies.

In collaboration with the Administrator, develop a personalized letter from the Administrator to be distributed to new referrals, employees, and community representatives describing the vision, commitment, quality, and availability of key facility resources to respond to community needs.

Develop a "Know Your Resources" wall in the facility which includes the professional photos of Leadership Team including Medical Director, key contacts information and telephone numbers, etc. in order to enhance customer service.

Develop facility and community programs such as a Care Companion Program (or similar) to foster integration into the community

Coordinate the publication of a monthly facility newsletter that focuses on staff and residents "success stories"

Develop, implement, monitor, and report monthly progress against a facility specific marketing plan including identifying and outlining specific efforts to include acute care, long term care options, and community based programs

Coordinate the development and implementation of a Community Advisory Board for each facility



Customer Experience Management

Internal Marketing Systems/Customer Experience

Collaborating with the Administrator and Regional HR Business Partner, develop Action Plans to have address staff morale/retention

Ensure timely initial contact post--referral including tour invitations, preparation for tours, facility readiness, etc.

Develop an Admissions back up team, including developing a cell phone process for after hour admissions (written plan)

Ensure that Melody's story is shown to all new hires

Ensure that customer service in-service education is provided for all new hires and for all staff annually



Data Analysis

Collaborate with Director of Business Development to compile and produce analysis reports on market, program viability, admissions, discharge, referrals, marketing outcomes, and any other required reports



Community Relations

Expand Volunteer program, involvement from civic groups, schools, churches etc

Create collaterals that tell the stories of residents and/or creates two-way community involvement

Develop "Tour Books" with facility info / photos / current events

Ensure that monthly newsletters are sent to community referral sources

Build relationships for/with alliance considerations: Rehab Centers, Home Health, Hospice, Dialysis Centers, Medical Suppliers, DME, Vascular Centers, Palliative Care Programs, and Cardiac specialists. Ask the question: "What do they need to see from skilled nursing facilities?"

Establish best practice for communication, special forms etc., (i.e., SBAR INTERACT, E.H.R)

Establish and ensure follow-up frequency for residents that discharge home or back to ALF

Routinely update referral sources as to progress of residents and/or return to community

In collaboration with the Administrator and DNS, build relationships with local Ambulance and Fire departments as well as other health care service industries



Special Event Marketing

Develop a special events calendar of activities designed to create interest in the community

Develop opportunities for using the Medical Director for community education/provide CEU's to attract area discharge coordinators

Establish and coordinate long term care education opportunities including Advance Directives; Medicare, Medicaid, and Long Term Care Insurance; elder law/estate planning

Institute a community education series (Health Conversations) that might be done quarterly



Development of Collateral Pieces for Free and Paid Media (promotional materials, direct mail, print media relations)

Obtain Corporate approval for print materials / brochures

Develop specialty collateral pieces, e.g., (short term rehab, CVA, etc)

Develop standard press release templates for community education, success stories, and special events



Minimum Qualifications

Bachelors' degree in Marketing, Communications, Social Services, or Public Relations

3-5 years of marketing, public relations, or communications experience in health care setting preferred

Demonstrated success in working with multiple stakeholders to accomplish business outcomes

Demonstrated ability to develop and maintain relationships at an individual, professional, and community level

Required Skills:

QUALIFICATIONS:



Bachelor's Degree in Social Work or related field. Two (2) years equivalent experience in social services position in lieu of degree.

Healthcare experience preferred.

Must meet any state and/or Federal requirements if applicable.

Basic understanding of computer technology, including email use.

Must have ability to read, write and follow oral and written directions at a level necessary to accomplish the job.

Must be able to relate positively and favorably to residents and families and to work cooperatively with other employees.

Must maintain regular attendance.

Must meet all local health regulations, and pass post-employment physical exam if required. This requirement also includes drug screening, criminal background investigation, and reference inquiry.

Must be capable of performing the Essential Job Functions of this job, with or without reasonable accommodation.





To Apply, please visit us online at www.AvalonHCI.com

Job Tracking code "1444"



EOE

• Location: Avalon Care Ctr- Northpointe, SPOKANE WA


• Compensation: Competitive wages, a generous Paid Time Off program, and excellent benefits!


• Principals only. Recruiters, please don't contact this job poster.


• Phone calls about this job are ok.


• Please do not contact job poster about other services, products or commercial interests.