Overview
Functions as the main contact/ liaison for patenst and families of the unit. Is responsible for patient satisfaction and social work functions.
Responsibilities
Essential Functions
- Functions as the point person for guest experience on the 8th Floor. This includes, but is not limited to:
- Greeting call to the patient or primary contact prior to admission to communicate expectations and services
- Ensures Suites are prepared and ready for new guests. Coordinates with EVS on this.
- Greets guest in lobby and escorts them to their room.
- Ensures that clinical assessments are completed timely and that rehabilitation evaluations are completed on day one.
- Meets with the family/resident to obtain psychosocial data, and complete the admission assessment.
- Is the person responsible for the satisfaction of guests on this unit.
- On day 1 or before, starts discharge planning. Continues to work with guest, family and clinical team to provide a seamless discharge
- Performs 24 hour satisfaction survey. Provides service recovery where needed.
- Performs 72 hour satisfaction survey. Provides service recovery where needed.
- Responsible for discharge survey collection and post discharge call post 72 hours from discharge.
- Ensures that both welcome and discharge gifts are received.
- Is empowered to ensure that guests receives the highest level of care and service possible. Communicates directly with Executive Director if and when needed
- Assesses each new resident for depression using the appropriate scale and care plans accordingly.
- Communicates all appropriate information on the new resident to the other departments.
- Develops and determines the resident care plan in cooperation with other departments.
- Obtains pertinent/current information regarding functioning from residents, families, staff and other departments.
- Counsels residents and families as appropriate
- Assures resident preferences are known and met in respects to activities, food choices, daily care schedules
- Works very closely with the Program Director, Physical Therapy Coordinator and other departments to ensure guests preferences and needs are met.
- Assures all required social work assessments are completed by regulatory schedule
- Provides or organizes therapeutic recreation sessions on a daily basis with Guests on unit. This may include daily programs that are scheduled as well as ad hoc conversations, music provision, afternoon tea, other one-on-one visitation. Will work with the unit staff to assist in this endeavor.
- Develops goals and objectives for individual residents.
- Encourages family support systems for all residents as possible.
- Provides group services where applicable.
- Provides short-term, crisis intervention to residents as needed during the initial phase of adjustment and subsequent periods of acute illness or other significant events.
- Encourages the families/friends of residents to maintain involvement with the resident and care givers.
- Refers residents for home care services and provides information on community resources.
- Completes required documentation.
- Updates medical records regularly in accordance with NYS Department of Health regulations and best practices.
- Is knowledgeable and keeps up to date on state regulations.
- Designated person assumes responsibility for Social Services Department in the absence of the Director.
- Assists other employees where needed.
- Responsible and cooperative with residents, families, supervisors and fellow employees,
- Collaborates with interdisciplinary team.
- Provides assistance with resident care where applicable.
- Promotes the organizations and department's image, philosophy and policies.
- Follows organizational and departmental policies and procedures.
- Follows assigned safety, security and fire procedures.
- Reports any accidents and dangerous situations immediately.
- Maintains confidentiality of organizational and resident information.
- Performs other related duties as assigned.
- Maintains professional attitude.
- Maintains professional appearance.
Qualifications
Must be a licensed Masters Level SW.
Customer service skills are a premium
Good written and oral communication skills required