PURPOSE OF JOB POSITION

The primary purpose of the job is to keep patients' rights inmind as they act as patient advocates. As part of their work, patientrelations/concierge representatives answer patients' questions and explain thefacility's policies and procedures to them.

Patient relations/Concierge representatives act asmediators; they respond to patients' complaints and ensure that they areprovided with a positive experience while they are being treated. They alsoensure that patients are referred to an appropriate health care provider orresource within the facility and collect information regardinginter-institutional problems.

JOB FUNCTIONS

Every effort has been made to identify the essentialfunctions of this position. However, it in no way states or implies that theseare the only duties you will be required to perform. The omission of specificstatements of duties does not exclude them from the position if the work is similar,related, or is an essential function of the position,

WORKING CONDITIONS

1.Isinvolved with residents, personnel, visitors under all conditions andcircumstances.

2.Issubject to hostile and emotionally upset residents, family members, personnel,and visitors.

3.Communicateswith the medical staff, nursing personnel, and other department supervisors.

4.Worksbeyond normal working hours, and in other positions temporarily, whennecessary.

5.Issubject to calf-back during emergency conditions (e.g. severe weather,evacuation, post-disaster, etc.)

6.Attendsand participates in continuing education programs.

7.Mustwear an ID badge at all times.

EDUCATION

Must possess, as minimum of a high school or G.E.D. diploma.

EXPERIENCE

Experience is preferred, but notnecessary. On the job training is provided.

SPECIFIC REQUIREMENTS

1.Must be able to read, write, speak, and understand theEnglish language.

2.Must possess the ability to make independent decisionswhen circumstances warrant such

3.Must possess the ability to deal with personnel,residents, family members, visitors.

4.Must be knowledgeable of laws, regulations, andguidelines that pertain to long-term care.

5.Must possess the willingness to work harmoniously withother personnel.

Must have patience, tact, acheerful disposition and enthusiasm.

Must not pose a direct threat tothe health and safety of residents and other individuals in the workplace.

8.Mustmeet the general health requirements set forth by the policies of this facilitywhich include a medical examination.

9.Maybe necessary to assist in the evacuation of residents during emergencysituations.

10.Mustbe free of any criminal activity which could pose a danger to the safety andwellbeing of residents or the facility.

JOB FUNCTIONS

1.Ensure coordination of communication between patientsand families and medical staff

2.Provide patients and families with information onfacility services, procedures and protocol’s

3.Interview patients or families to determine nature ofcare needed and direct them to the concerned healthcare providers

4.Respond to patient inquiries regarding physicians andservices

5, Respondto patients' complaints regarding facility services and ensure that concernsare handled properly

6.Assistpatients with problems associated with facility registration and admission

7.Ensurethat all concerns and complaints are directed to the concerned personnel

8.Performcrisis intervention duties with a view to facilitate resolutions

9.Effect change within the facility to ensure thatpatient experience is enhanced.