Alumni Services Coordinator

Alumni Services Coordinator

Position Title: Alumni Services Coordinator Job Location: Sevierville, TN Program/Department: Business Development Travel: Negligible Reports To: Director of Clinical Services FLSA Class: Non-exempt Position Status: Full-Time Hours/Week: 40

Position Summary

The Alumni Services Coordinator aids in the admission process and alumni coordination. This role coordinates tours for all levels of care with potential clients, families, referral sources and treatment team. The Alumni Relations Coordinator leads onsite support, planning, execution of various support groups and events for previous clients. The Alumni Relations Coordinator facilitates medical records across the facilities and explains financial obligations related to treatment and proactively updates the census tracker on changes throughout each episode of care. The Alumni Services Coordinator works collaboratively with the clinical and non-clinical team regarding admissions, discharge, transfers, and referrals to ensure the facility's priorities are achieved with consistent excellence and precision.

Relationships and Contacts

Within the organization: Initiates and maintains strong professional relationships with peers, immediate supervisor, leadership throughout the organization, and other members of the clinical, admissions, and outreach teams at Smoky Mountain Lodge.

Outside the organization: Initiates and maintains strong professional relationships with clients and families, clinical providers, referral partners and vendors, as needed. Initiates and connects with program alumni and families. Support and build on our partnerships with our admission, clinical, and business development members.

Position Responsibilities

Essential Responsibilities

1. Welcomes client, family, and referral sources on the day of admission and completes all admission paperwork as indicated, per admissions process.

1. Initiates process for collecting prepays due and perform follow up activity to ensure maximum collection is achieved prior to disengagement from services.

1. Monitors discharge activity to ensure the transition to a lower LOC is seamless and efficient.

1. Assists with clients' transition to the PHP transitional housing by ensuring the program guidelines are reviewed, supplies are stocked, transportation is arranged as needed and routine wellness and environmental checks are completed.

1. Partners with leadership to facilitate the resolution of an issues that affect capacity and efficiency at the facility.

1. Creates and maintains a positive, caring relationship with executives, department leads, physicians, ancillary and support staff, other departments, and clients/families in both verbal and written communication.

1. Conducts facility tours in a warm and welcoming manner, provides a handoff to the clinical team.

1. Communicates with referents, client, and families appropriately and effectively.

1. Schedules and coordinates tour and communicates about all levels of care to potential clients, families, and referents.

1. Partners with the Executive Director and Clinical Director to ensure milieu safety and operational compliance.

1. Provides resources to assist therapists in discharge planning.

1. Completes medical records requests for current and former clients.

1. Educates staff, clients, family, and admissions of any updates to the alumni program.

1. Attends and/or leads all alumni groups and meetings weekly/monthly as directed by the supervisor.

1. Conducts meaningful exit interviews with each client discharging from the program.

1. Develops and implements all alumni events and activities quarterly, yearly, etc.

1. Sets calls and recalls in the database and place calls each morning; first day, 1W, 1M, 3M, 6M, 1 YR.

1. Documents outcome data measurements inside salesforce.

1. Requests and collects alumni testimonials and google reviews at time of discharge for marketing purposes.

1. Assists with alumni communication mediums including social media, blogs, location/company websites to ensure all information is current and engaging.

1. Recommends new ways to effectively engaging with alumni.

1. Reports monthly findings of all program exit interviews, conducts follow up activities, and makes recommendations on how to better support alumni community.

1. Maintains Alumni database to ensure all information is current, applicable, and releases are in place.

1. Utilizes supervisory and team feedback to improve performance, processes, and operational effectiveness.

Additional Responsibilities

1. Consistently demonstrates our core values and promotes these core values as a role model to others.

1. Adapts to changes in the facility function, management styles, and facility routines.

1. Attends all supervisory trainings within assigned time frames as required by the facility.

1. Attends and supports marketing team meetings when appropriate.

1. Acts as team builder that inspires cooperation and progress in team members.

1. Produces any other reports or analyses, as needed.

1. Other duties as assigned.

Qualifications

Minimum Requirements

Education and Experience

Position requires a High School Diploma with a bachelor's degree preferred and experience in the mental health field and/or a minimum of 2 years working in a customer service environment with multi-tasking priorities.

Additional Requirements

• A valid TN driver's license

Physical Requirements

• While performing the duties of this job, the employee will be required to communicate with peers/general public, clients and/or vendors
• Tolerant to various noise levels: noise level in the work environment varies may be very quiet to moderate
• Job performance will require the ability to move throughout the building as well as sit or remain stationary for extended periods of time
• While performing the duties of this job, the employee may be required to talk or hear, sit, stand, walk, reach, climb or balance, stoop, kneel, crouch or crawl, taste or smell.
• Ability to move up to 25 pounds

Skill Competencies

• Demonstrates excellent verbal and written communication skills.
• Demonstrates a high level of accountability and follow through.
• Demonstrates commitment to the mission, vision, and values of Smoky Mountain Lodge.
• Demonstrates proficiency in computer use (Microsoft Office, PowerPoint, etc.), salesforce, social media, and demonstrates accurate skills including typing.
• Demonstrates efficient use of office equipment including but not limited to copy machine, computer, and fax machine.
• Maintains hard copy and electronic files in complete, correct, and organized way.
• Models' professional communications skills in all interactions.
• Uses active listening skills that are sensitive to individual and cultural communication differences.
• Organizes and completes work within the expected time frames.
• Demonstrates the ability handle a high-volume client inquiries with accuracy.
• Demonstrates the ability to conduct and lead clinical support groups.