Senior Living Coordinator (Full Time) - Copley, Ohio - Full-time

Job Title:

Senior Living Coordinator

Department/Group:

Sales/Non-Exempt

Company Philosophy

Arrow Senior Living Management wants every person who chooses to join our team to understand that they play a very important part in a much larger story of residents’ lives. It is our hope that Arrow team members create joy-filled memories with this respected generation. And because there is no greater gift that someone can give than their time, we thank you for your generosity.

Key Accountability

1)     To be an Empathetic Empathizer: Be responsible for understanding the importance of empathy. It will be your job to create human connection with potential residents and family members during a potentially stressful and emotional time.

2)     To be a Communicator of Knowledge: Ensure information regarding leads is entered accurately and thoroughly into database and that leads are provided all necessary and helpful information on senior living, as well as next-step options in their current search.

3)     To be a Lead Base Liaison: Strategically cultivate leads through use of phone calls, CFUs, tours, and home visits, ensuring all efforts are accurately catalogued in the lead base.

4)     To be a Hospitable Host: Ensure exceptional lead experiences during tours and visits to community events.

Duties

This position description is designated to outline primary duties, qualifications, and job scope, but not limit the individual or the organization to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

• Present a professional demeanor that communicates a corporate philosophy of service, goodwill, and genuine interest in each resident’s needs;
• Provide exceptional customer service.
• Demonstrate urgency at all stages of the sales process.
• Participate in daily coverage schedule of Sales so the department has coverage seven days a week from 8:30 a.m. to 6 p.m. Additionally, members of the Sales team must have after-hours calls forwarded to them and be available to answer said calls from prospective residents within two hours of receiving the call.
• Follow established daily agenda and strive to achieve daily sales goals.
• Assist in maintaining the marketability of the model and tour route by performing daily walk-through as delegated by, or in lieu of, Senior Living Director and immediately notify the Senior Living Director and Executive Director of any suggested improvements.
• Field all incoming calls to Sales so that complete contact information is obtained.
• Maintain acceptable volume of sales calls to lead base, as set by home office. Provide assistance in outbound calls for team members and participate in call-a-thon events.
• Arrange tours of the Community for prospective residents and their families.
• Meet with prospective residents and families to discuss services offered.
• Give tours of the Community as needed, ensuring the participation of all other staff to greet and explain their personal duties and amenities of the Community.
• Qualify prospective residents physically, socially, emotionally, and economically according to company policy and the criteria set forth by state and federal requirements.
• Take reservations and facilitate signing of the appropriate documents, including but not limited to: waitlist agreement and reservation agreement.
• Maintain daily activity follow-up sheets.
• Participate in the daily stand-up meeting and other operations meetings, including department head and one-on-ones.
• Encourage team communication and cooperation.
• Transfer enthusiasm to prospective residents, current residents and staff.
• Follow proper lead-tracking procedures including note-taking and follow-up, and develop and update appropriate action plans for each lead.
• Update move-in, move-out, and unit status boards daily and as needed.
• Maintain focus on Sales.
• Direct any Operations concerns promptly to the Senior Living Director and Executive Director.
• Work with Senior Living Director to create continuous improvement in internal systems that directly affect occupancy, e.g. inquiry procedures and skills, tour effectiveness, closing techniques, and customer satisfaction.
• Maintain regular sales contacts with all referring agencies.
• Record and submit weekly report of all sales traffic at the Community as requested by Senior Living Director and/or home office.
• Familiarize yourself with residents of the Community.
• Observe residents’ ability to perform daily ADLs and social skills; communicate potential difficulties or opportunities to the appropriate team member.
• When called upon, participate in care planning and other meetings, formal and informal.
• Encourage and motivate residents in all areas, providing assistance when necessary.
• Maintain organization, inventory, and cleanliness of promotional items, office supplies, and marketing office.
• Ensure display boards are up-to-date and legible.
• Lead Creative Follow-Up efforts, ensuring that follow up is delivered within the designated time frame as set by the department and home office.
• Coordinate courier or transportation for CFU deliveries as well as pick-ups for visitors who need transportation to tour the Community.
• Regularly update and manage lead database to ensure the most consistent, accurate and up-to-date information is available.
• Lead move-in coordination efforts for all new residents, following Community Move-In Coordination Policies and Procedures.
• Oversee departmental timelines and manage special projects, communicating with all involved parties to ensure deadlines are met.
• Create and manage monthly newsletter for waitlist depositors and “hot” leads in the leads database.
• Perform other duties as assigned.

Duties for New Development/Pre-Sales:

• Update the Community occupancy report as necessary. Upon building opening, transition report to Executive Director oversight and provide regular updates to Executive Director regarding any required changes.
• Oversee petty cash funds and distribution, completing and submitting all reports regarding funds.
• Cultivate successful partnership with referral agencies. Update referral agencies and Partner Central on move-ins and any changes to pricing and vacancies, as well as any other requested information.
• Regularly create posts for use on social media and provide updates for use on the Community website.

Requirements

• Candidate must be at least 18 years of age;
• Have a high school diploma, or equivalent;
• Able to read, write, understand, and communicate in English at a minimum of a 12th grade proficiency;
• Possess clear verbal and written communication skills;
• Able to follow written and verbal directions and apply practical problem-solving skills;
• Positive and energetic attitude;
• Professional in appearance and conduct;
• Be criminally cleared;
• Be in good health and physically and mentally capable of performing assigned tasks. Good physical health shall be verified by a health screening performed by a physician not more than six (6) months prior to or seven (7) days following employment. Must test free from pulmonary tuberculosis at time of health screening;
• Must have dependable transportation and be able to work varying hours as needed.

Physical Requirements

While performing the duties of this job, the employee is regularly required to communicate in person and through written correspondence. This position is sedentary, requiring sitting at a desk up to eight hours a day. The position also requires standing, walking, bending, kneeling, and stooping for brief periods of a time. This position requires employee to be able to retrieve items from storage, including overhead bins or cabinets. The employee must be able to lift and/or move items up to 25 pounds. The job functions are primarily indoors, but employee may be required to work outside for events.