Resident Service Liaison

Quaboag Skilled and Rehabilitation Center, located in West Brookfield, MA is on the lookout for a dedicated and compassionate Resident Service Liaison to join our team.

Primary Duty

To provide customer service to the new admissions and readmissions to the facility to assist in a smooth transition that will foster a comfort level and optimize their experience for a positive recovery while in the facility. This duty requires that the employee exercise discretion and independent judgment with respect to matters of significance pertaining to the admission process

ESSENTIAL FUNCTIONS: Listedin order of importance.

1. Responsible for the daily implementation and oversight of the customer Service Post Admission Policy of the Center and ensuring policy is adhered.

2. Responsible to ensure room readiness for all new admissions and readmissions of the Center and to ensure implementation and use of Room Prep Check List form to do so as well as assurances that all known equipment and amenities are in admissions room prior to admission.

3. Responsible to welcome and greet all new admissions and readmissions of the Center or to ensure designated greeter is assigned to do so.

4. Track and manage all designated Department Head greetings with new admissions of the Center and ensure all parties log outcome of greeting in designated Welcome Committee log.

5. Responsible to complete post admission satisfactions survey with all new admissions of the Center and log outcome of survey completion and any necessary resolutions of issues as appropriate with patient/family satisfaction.

6. Responsible to do and document daily check-ins with new admissions of the Center for the determined length of time established and logging outcome of check-ins with new admissions and any necessary resolution of issues as appropriate with patient/family satisfaction.

7. Formulate monthly reporting outcomes of the post admission satisfaction survey data and signature logs and provide data, upon request, to Director of Admissions & Marketing, Administrator, and Director of Nursing.

8. Chair monthly meetings as indicated with Administrator and Department Heads regarding the Customer Service Post Admission processes and to review monthly outcomes of patient/family satisfaction regarding the processes and allow discussion for areas to improve or areas to maintain. Take minutes for the meeting and provide, upon request, to all meeting attendees.

9. Act as a liaison for new admissions and their families whose role for them is to welcome them to the Center and get them acclimated to the environment, address any initial questions or concerns, set up any requested amenities and services and notify any pertinent information regarding the requests/goals of the new admission and their family to the appropriate Department Heads, Administrator and Director of Nursing.

10. When requested, track and evaluate referral status post admission conference calls and provide accurate and complete census emails to Administrator, Director of Admissions & Marketing and all Admissions & Marketing staff post call.

11. Provide daily support and administrative assistance to the Admissions & Marketing Liaisons for the Center and all affiliated locations and services in marketing efforts and admission processes when requested.

12. Assist in maintenance and enhancement of the Center and all affiliated locations and services relationships with professional and community contacts

13. Act as a liaison between the referral accounts/the community and the facility(s) and home care agency to assist marketing team identify and develop new potential referral sources.

14. Assisting in planning, promoting and participating in community/referral based events hosted at or by the Center and all affiliate locations and services.

15. Assist in preparation and participation in vendor fairs, community events and professional events by the Center and all affiliated location and services.

16. Greet and assist all visitors in a friendly, professional manner.

17. Assist Director of Admissions & Marketing and/or designated Admission & Marketing Liaisons with special projects as approved by Administrator.

18. Schedule and conduct tours for prospective families and applicants. Share pertinent information regarding the Center as appropriate. Obtain any additional information needed from the family to complete an application/screen.

19. Ensure Tour Readiness rounding support for professional and family/applicant tours of the Center.

20. Interview prospective patients and their families/responsible parties; and collect accurate clinical and financial information in a timely, organized manner to determine if facility admission is appropriate.

21. Assure the appropriate facility managers/department heads have the appropriate information to coordinate resident care for new admissions. Coordinate with social work, nursing and other departments as needed.

22. Obtain clinical approval from nursing management prior to admission of the resident.

23. Assure payer source is clear prior to admission. Coordinate with the Business Office to assure follow through.

24. Assure the completion of admission paperwork with the resident and/or appropriate responsible party. Assure that the resident/responsible party ore explained financial responsibilities, insurance coverage, documents needed for admission, rehab/medical/psychosocial services of the facility, room rates, billing procedures, visitor/guest privileges, restrictions and resident care procedures as appropriate.

25. Assure OBRA and PASAAR regulations and Medicaid Level of Care Screening regulations are met prior to admission.

26. Notify all managers of new resident admission via placing completed face sheet in staff mailboxes to assure all disciplines greet and evaluate the new resident timely.

27. Adhere to and follow the Internal/External marketing System, the Inquiry/Tour System, the Screening/Admit System and the Admission System of the facility to help facilitate increased census and census mix.

EXPECTATIONS:

1. Must be able to maintain confidentiality and sensitivity in handling department, employee and patient information.

2. Must have exceptional organizational skills and be detailed oriented.

3. Ability to proactively identify and solve problems and research for needed/requested information.

4. Accepts personal responsibility for seeking educational activities to enhance job-elated skills and ability.

5. Demonstrate ability to handle a multitude of priorities and be able to adapt to changing assignments.

6. Superior customer service skills are demonstrated in face to face meetings and sales calls, telephone calls and all email/fax communications with all contacts.

7. Sensitivity to accuracy, timeliness, professionalism and confidentiality (when required) in all areas of support activity.

8. Determine and escalate calls/tasks to Administrator or Director of Admissions & Marketing as necessary.

9. Ability to demonstrate organization and task follow through with completion in a very fast paced, changing environment.

10. Discuss any problems, needs or concerns that arise with the appropriate manager and/or the Administrator.

11. Represents the facility(s) in a professional manner. Maintains a professional appearance and mannerisms according to facility standards.

12. Maintains an acceptable level of attendance and punctuality in accordance with facility policy.

13. Displays a polite and courteous manner to all fellow employees, residents and visitors.

If you have a passion for providing care from the heart, please apply online now. We'd love to hear from you.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid orientation
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday
• No weekends

Experience:

• Caregiving: 1 year (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person

Salary : $20