JOB SUMMARY: The Director of Community Relations (DCR) serves as the both an internally and externally focused leader at the skilled nursing and rehab 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.
Minimum Qualifications: Education:
- Bachelors’ degree in Marketing, Communications, Social Services, or Public Relations.
Experience:
- 3-5 years of marketing, public relations, or communications experience in skilled nursing or health care setting preferred.
Skills:
- 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.
Essential Duties and Responsibilities: Community-Based Census and Market Development
- 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].
- Develop, implement, monitor, and report monthly progress on the facility level Business Development Plan.
- 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” guide 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.
- 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 customer service in-service education is provided for all new hires and for all staff annually.
Physical and Sensory Requirements (With or Without Aid of Mechanical Devices): While performing the duties of this job, employees are regularly required to:
Sit, walk and stand; talk or hear, both in person and by telephone; ability to read and write;
Ability to sit, (greater than 3 hours) stand or walk for extended periods of time.
Have a working understanding of English: ability to read and write; ability to understand and follow written and oral instructions; ability to verbally communicate with residents and others; ability to hear and respond to pages. Use hands repetitively to operate standard office equipment; reach with hands and arms; and lift up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus. Ability to distinguish smells, tastes and temperatures. Ability to remain calm in emergency situations and when handling multiple tasks.
Other Functions and Responsibilities
- Must adhere to Code of Conduct and Business Ethics policy, including documentation and reporting responsibilities. Participate in Quality Improvement activities as assigned.
Other duties as assigned or needed.
- Ability to understand and apply training from in-service education and ability to instruct personnel during training education and staff meetings.
- This position regularly requires long hours and frequent weekend work.
- This is a position in a health care facility open 24 hours a day, 365 days a year.
- Rotating shifts as well as holiday and working during inclement weather may be required.
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