Healthcare Services Liaison chez The Highlands at Wyomissing

Join The Highlands at Wyomissing®, Berks County’s premier senior living community, as our next Healthcare Services Liaison! In this dynamic, relationship-driven role, you’ll connect with hospitals, rehabilitation centers, and physician practices to promote our award-winning continuum of care—including Aspire for Well-Being® Rehabilitation, Assisted Living, Personal Care, Home Care, and Hospice. We’re looking for an energetic professional with a passion for senior care, exceptional communication skills, and the ability to build strong partnerships that drive admissions and occupancy goals. If you’re results-oriented, compassionate, and thrive in a fast-paced healthcare environment, come represent The Highlands with integrity, innovation, and heart. Join a team that values safety, kindness, and excellence every day!

Summary of Responsibilities: 

The Healthcare Services Liaison is responsible for developing and maintaining a collaborative partnership with case managers and discharge planners at local regional hospitals, rehabilitation centers, surgical centers, and personal care/assisted living communities. As a liaison for Healthcare Services generating referrals to the Highlands at Wyomissing, this position provides external community outreach and education with physician practices and professional and service organizations to generate referrals and leads. The Healthcare Services Liaison conducts medical reviews and evaluations and collaboratively assesses the financial approvals of prospective referrals. This position supports Aspire for Well-Being® Rehabilitation, Assisted Living, Personal Care, Home Care and Hospice maintaining census and/or achieving budgeted occupancy goals.

The content of this job description is intended to describe the general nature and level of work expectations performed by incumbents in this classification. All activities are completed in accord with the Core Focus, 10-Year Target, Core Values of the Company, following all policies, procedures, Equal Employment Opportunity laws, confidentiality, and other Federal, State and Local laws and regulations, as appropriate.

Essential Functions/Duties:

• Pursue referrals actively and quickly convert referrals to admissions and/or provide a response of denial.
• Track leads and referrals from various referral sources and disposition
• Verify insurance and financial approvals of referrals and move referral quickly through the admission process.
• Contact and provide information sessions (lunch & learns) to physician practices, TSU, Hospital Discharge Planners, other professional health care and community organizations.
• Provide tours of campus to prospects and their families
• Communicate to appropriate staff members the clinical status of Highlands residents in acute and post-acute care.
• Track, assess and visit Highlands’ residents in the hospital on an as needed basis to assess residents for discharge to appropriate level of care.
• Review potential admissions with Rehabilitation, Personal Care, Assisted Living, Home Care and Hospice leadership to recommend move in/or admission to appropriate level of care within regulatory compliance.
• Participate in and complete all required ongoing training, including monthly online and in-person training, annual skills competencies education, and role-specific certifications, to ensure continued competence and adherence to organizational and regulatory standards.

Other Duties:

• As assigned by management
• Essential functions are not intended to be an exhaustive list of all position duties required and performed by the incumbent in the role. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Required Skills/Abilities:

• Knowledge regarding the nursing process and its application, including the assessment, planning, implementation and evaluation of nursing care.
• General understanding of Home Care and Hospice admission criteria.
• Strong follow-up skills and ability to work with little or no supervision, exhibiting strong proactive and efficient work ethic.
• Comfortable and agile working with technology; proficient in MS Office and other applications.
• Ability to function in a fast-paced environment, with competing priorities and deadlines.
• Strong analytical, assessment, and problem-solving capabilities.
• Superior relationship building and influencing skills in high-profile environment.
• Demonstrated expertise in interpersonal communication and presentation skills, verbal and written.

Supervisory Responsibilities: 

• None

Core Values:

1. AMBASSADOR: Represents The Highlands at Wyomissing® in a positive light with integrity. Takes pride in our community.
2. COMMITMENT: Dedicated, adaptable, tolerant, dependable, focused, and passionate. Often does more than is required. Reports to work as scheduled and timely.
3. COMPASSIONATE: Is empathetic, mindful, and kind.
4. INNOVATIVE: Is curious. Identifies new methods and efficiencies.
5. RESULTS-DRIVEN: Has a strong sense of urgency about solving problems and completing work. Exerts unusual effort over time to achieve a goal. Maintains commitment to goals in the face of obstacles and frustrations.
6. TEAM ORIENTED: Works cooperatively and effectively with others to achieve common goals.

The Highlands’ Traditions (Customer Service Expectations):

1. SAFETY: Practices safe behaviors to ensure the safety of all.
2. KINDNESS: Projects a positive image and energy. Courteous and respectful to all. Goes above and beyond to exceed customer expectations.
3. SHOW: Takes pride in self-appearance. Stays in “character” and performs the “role in the show.” Ensures work area is show-ready.
4. EFFICIENCY: Performs role with consistency and efficiency. Uses time and resources wisely.

Position Type/Expected Hours of Work:

• This is a full-time position in a health care facility that is open 24 hours a day, 365 days a year. Work during inclement weather will be required.

Travel:

• Travel is expected for this position, including some local travel, as required by a prospective resident/client service plan.

Education and Experience Requirements:

• High school Diploma or GED (Required)
• Associate’s/2-year degree in Business Administration, Marketing, Social Work, Human Resources, or Nursing (Required) Bachelor's (Preferred)
• PA Registered Nurse License (Preferred)
• 3-5 years’ experience in a clinical long-term care environment
• 3-5 years’ experience in healthcare marketing or senior housing
• Completion of the Highlands Hearthstone Ambassador training within 30 days of employment (Required)

Work Authorization/Security Clearances:

• Medical Screening
• Criminal History Clearance
• FBI Fingerprint Clearance (Only required if you have not lived in PA for the last 2 years)
• Immigration and naturalization (I-9) Clearance
• Valid Pennsylvania Driver's License and acceptable MVR

Physical Requirements and Physical Demands:

• While performing the duties of this job, the employee is regularly required to talk and hear. Visual acuity must be adequate to perform job duties, including reding information from printed sources and computer screens. The employee continuously is required to sit, stand, and walk. The employee is occasionally required to climb, bend, crouch, squat, crawl, balance, pull with force, pull above head, pull above shoulder, lift from floor level up, lift from waist level up, lift about shoulders/head, lift 50 lbs. maximum; life, push, pull with assistance (mechanical or co-workers) the weight of the average patient specific to department.

Safety Hazards and Physical Environment: 

• General office working conditions.
• May be exposed to blood borne pathogens.
• May be exposed to communicable diseases.
• May be exposed to rare occasions during which it is necessary to interact with a resident exhibiting aggressive behavior.