Long-Term Care Consultants, LLC

Program: Long-Term Care Consultants, LLC - Accounts Representative/Administrative Assistant

Program Description

This role is an entry level role that is critical for our growth and evolving industry. Their engagement with clients during startup and continuous support aids in the success of our clients in improving their residents experience, resident recovery and their staff’s development and education. They play a very important role in driving Client Satisfaction metrics with the level of engagement that’s expected to be delivered. All members work in the main office in Carlsbad, CA maintaining profiles of over 500 clients around the US to provide the necessary support to nursing homes and their staff through our education platform.Our clients depend on our education platform to provide nursing home staff and their residents the tools and accessibility to do continued training, inservices and continued education units required for their certification in their medical field. The primary focus of our Accounts Representative/Administrative Assistant is to help drive client adoption and engagement of the education platform for business growth and so our clients have better staff retention. All clients have a common quarterly metric focused on the overall usage of our services and platform regulated by the Department of Health in each state. The Accounts Representative/Administrative Assistant plays a significant role to ensuring our clients are successful in using our platform and maintaining standards required for education to create a safe and reputable facility to their residents. This eliminates hefty fines, injuries and neglect to their residents and improves staff retention. The Accounts Representative/Administrative Assistant is a critical part of our team as that position supports and helps create client profiles on our education platform and retains rapport with clients on the program. Some clients who have a more mature staff may require additional support to access their profile and maintain their certifications every year and be compliant with state and federal regulations.

Job Description

Account Management – Dedicated support personnel for client’s onboarding process.  Manage and create client education calendars, company profiles, facility profiles and staff profiles. Creating departments and positions within each facilities employee rosters. Engage with Chief Operating Officer (COO), General Counsel and Director of Operations to address sensitive accounts and development issues essential to company success. Proactively engage and motivate our clients to implement SNF Clinic into their facilities and using on a daily basis. On-boarding new client information accurately, maintaining client relationships, and executing presentations flawlessly. Create and monitor contracts to potential new clients. File and monitor grant application on behalf of clients. Manage daily accounts of clients, including processing contracts, setting up education calendars, creating company/facility/staff profiles, managing status of grant applications, monitor grant expirations and openings. Manage the renewal process for all assigned clients reviewing usage and prior grant applications, aiding in obtaining updated information, handling grant applications, obtaining new user agreement with renewal pricing. Creating, maintaining, and entering information into databases. Serve as a liaison for internal and external clients, including screening phone calls, facilitating client communications to the appropriate client service staff, and following up with clients, when appropriate. Submit and monitor service requests for IT. Updating paperwork, maintaining documents and word processing. Communicate and share information with fellow team members regarding client issues and client status.Client Engagement - Dedicated liaison for client’s relationship. Provide End of Day Status Report (EOD) to the Director of Operations with the following data: Client status (education calendar, staff upload,) Shipment of Welcome packages to clients Escalated issues and expected resolution date. Platform usage metrics  Monitor and evaluate company trends for prospecting needs. Based on industry trends, work and strategize with other departments to come up with ideas that’ll best support company goals. Provide customer feedback and reports on customer needs, problems, interests, competitive activities, and potential for new services to Director of Operations. Expedite the resolution of customer problems and complaints to maximize satisfaction. Communicate and assist with shipping new client Welcome packages. Schedule calls, consultations, and meetings to meet with potential new and existing clients. Attend client meetings to develop and expand relationships with clients by addressing the client’s needs. Make outbound calls to existing customers to follow up on system and needs. Maintain working relationships with existing clients to ensure exceptional service and identification of potential new opportunities. Document conversations and information provided to and for clients. Build and solidify relationships with clients through interaction on assigned accounts.Specialized Maintenance & Quality Control –  Monitor inventory levels and suggest order quantities to management. Helping organize and maintain office common areas. Handle vendor/purchasing transactions such as obtaining quotes, placing orders, payment submissions, tracking and corrections. Responsible for other administrative duties as required within the department.