In this week’s episode of LTC Heroes, we chat with Hannah Anderson, Clinical Liaison at The Center at Waterfront. The Center at Waterfront is a skilled nursing facility in Wichita, Kansas.
The episode begins with Hannah explaining what a clinical liaison is, along with more about The Center. She explains that a clinical liaison makes the transition easier for patients from the acute setting to the post-acute setting.
Hannah also shares what a day in the life of her role looks like at The Center at Waterfront. She also talks about what makes the facility so unique, how it stands out from its competitors, and the direction she sees The Center going in within the next three years.
We also learn Hannah’s advice on working as a clinical liaison and how she hires for the business.
As Hannah’s role is very varied, a large part of the episode involves discussing sales and marketing for The Center. Hannah talks about how she learned about marketing, despite having a different background.
Toward the end of the episode, Hannah shares whether working in the long-term care industry has affected who she is as a mom, friend, and community leader.
Discover what it’s like working as a clinical liaison in a skilled nursing facility, by tuning into the latest episode of LTC Heroes with Hannah Anderson, Clinical Liaison at The Center at Waterfront.
What is a clinical liaison?
A clinical liaison is essentially a role that makes the transition for patients from the acute setting to the post-acute setting easier. We work directly with the case managers and hospital leadership, in some instances, to make sure that we’re able to make it as easy to transition from acute to post-acute as possible.
A lot of it is also assessing the patients to make sure that you can meet their clinical needs. For skilled nursing, it’s not as stringent of requirements as inpatient rehab.
Where are you between marketing and sales and business development? Do you have those specific roles inside of your organization?
The Center at Waterfront is very entrepreneurial. We don’t have super structured pigeonholed roles.
I have a lot of autonomy in my role. At the end of the day, if I’m growing the business and we’re helping as many patients as we possibly can, then I’m doing my job. So it’s hard to delineate how much is business development.
I’m a big fan of data. I think you have to know where you’ve been to see where you’re going.
You’ve got to rely on data to do that. If I’m not getting referrals from one of our sources, I ramp up the marketing and the sales.
What does your day-to-day look like?
I like to start at The Waterfront sitting around a table with my team, talking about who we’re discharging, who we’re looking at admitting, what their specific needs are.
All of our patients in the house, what do they need? Is somebody upset? Do we need to do some customer service?
You know, how is everybody doing? Who’s going to be discharging soon?
You can also kind of take the temperature of the team to see, for example, is the nursing feeling very stressed? Because they have a lot of patients on their plate.
Then I like to organize my day, figure out what I need to prioritize and which patients I need to see. Then I generally head out to the hospitals to talk to the patients and the referral sources to make sure we’re all on the same page.
Marketing can get a bad name sometimes. How do you fight these stereotypes?
I think you get around it by developing strong relationships with your referral sources and a brand that you believe in and that you can get others to buy into as well.
That’s how you get around. But you’ve got to believe it. You’ve got to believe in your product.
If you don’t believe in it, you can’t sell it. Or if you do, you’re not going to do your best, and you’re not going to feel good about it.
What book have you gifted most in the last ten years?
I tend to give gifts more around the holidays, which is always cold around Christmas. In my mind, Diane Setterfield, The Thirteenth Tale is the absolute perfect, lazy cold-day read to snuggle up with a cup of tea and a warm wool blanket.
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