Sales and Marketing Specialist

About this role

Summary

The Sales and Marketing Specialist collaborates with Central Intake, Healthcare Navigators, community leadership, and interdisciplinary team members to support occupancy growth and exceptional customer service throughout the resident journey. This position serves as a key liaison between prospective residents, families, referral partners, and the community to facilitate admissions, coordinate move-ins, support census development, and ensure a positive resident experience. The Sales and Marketing Specialist participates in marketing and sales initiatives across all levels of care and supports community outreach efforts to promote Otterbein's services.

Primary Duties and Responsibilities

• Provide exceptional customer service to prospective residents, residents, families, referral partners, and other customers throughout the resident journey.

• Collaborate with central intake team, marketing, and ministry leadership teams to facilitate successful admissions and address barriers impacting census growth.

• Develop and maintain strong relationships with internal and external customers to increase referrals and support occupancy goals.

• Serve as the community representative throughout the admissions process.

• Facilitate communication regarding admissions, discharges, and census changes between the community and central intake team.

• Assist with completion of admission agreements within established timelines.

• Verify and complete daily census reporting.

• Provide tours to prospective residents, rehabilitation guests, and families.

• Ensure resident accommodations are prepared and ready prior to admission to promote a positive first impression and resident experience.

• Coordinate collection of required admission-related payments and documentation from residents and families.

• Deliver welcome materials and orientation information to new residents.

• Facilitate gathering of required information and documentation for new admissions.

• Ensure completion of required resident inventory and admission documentation.

• Monitor admission, census, customer service, and regulatory reporting tools to support community operations and occupancy goals.

• Support marketing and sales efforts across all levels of care through tours, follow-up communication, lead management, referral development, and move-in activities.

• Conduct tour follow-up via video and/or call

• Participate in daily operations calls and monthly educational sessions

• Facilitate discharge planning, care conferences, and discharge-related communications in the absence of Social Services or Resident Services leadership.

• Coordinate discharge notifications, satisfaction surveys, durable medical equipment, home health services, and related transition activities.

• Support planning and execution of marketing, outreach, educational, and community engagement events.

• Lead post-acute discharge satisfaction survey activities and communicate findings to appropriate team members.

• Serve as Otterbein Shepherd Champion when assigned, including monitoring compliance and follow-up activities.

• Perform other duties as assigned.

• This job description is not meant to be an exhaustive list of duties or responsibilities and may change over time based on the strategy and needs of the organization.

Experience & Qualifications

• High School Diploma or GED required.

• Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Marketing, Nursing, Social Work, or related field preferred.

• Experience with Electronic Medical Records (EMR) systems and Customer Relationship Management (CRM) software preferred.

• Knowledge of long-term care payer sources, including Medicare, Medicaid, Managed Care, and commercial insurance preferred.

• Experience in admissions, intake, healthcare operations, customer service, business development, marketing, sales, or related healthcare field required.

• Proficient with Microsoft Office applications, including Outlook, Word, Excel, and Teams.

Skills & Characteristics

• Strong relationship-building and networking skills.

• Excellent verbal, written, and interpersonal communication abilities.

• Demonstrated customer service skills with a commitment to responsiveness and follow-through.

• Ability to build trust with residents, families, referral partners, and community stakeholders.

• Strong organizational skills with attention to detail and follow-through.

• Ability to prioritize multiple responsibilities and meet established deadlines in a fast-paced environment.

• Self-motivated with the ability to work independently and collaboratively as part of a team.

• Strong sales, marketing, customer service, and closing skills.

• Strong conflict resolution, critical thinking, and problem-solving abilities.

• Knowledge of senior living services, including Independent Living, Assisted Living, Rehabilitation, and Long-Term Care.

• Comfortable conducting community outreach, networking events, presentations, and public speaking activities.

• Maintains confidentiality and professionalism in all interactions.

• Demonstrates integrity, empathy, and a commitment to exceptional customer service.

• Recognizes and upholds the autonomy, dignity, and rights of all elders and residents.

• Communicates a sense of caring, concern, respect, and dignity in all interactions.

BENEFITS*

Health & Wellness

• Medical Insurance with free virtual doctor visits

• Vision & Dental Insurance

• Pet Insurance

• Life Insurance

• Employee Assistance Program (EAP) for personal and professional support

Financial Security

• 401(k) Retirement Savings Plan with company match

• Paid Time Off (PTO) that accrues immediately from day one

• Paid Holidays for a healthy work-life balance

• Access to DailyPay, enabling you to access up to 100% of your earned wages on a daily basis

• Tuition Reimbursement up to $5,250 per year for ANY field of study

• Tuition Discounts through exclusive

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