Concierge

PURPOSE OF JOB POSITION

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

Patient relations/Concierge representatives act as mediators; they respond to patients' complaints and ensure that they are provided with a positive experience while they are being treated. They also ensure that patients are referred to an appropriate health care provider or resource within the facility and collect information regarding inter-institutional problems.

JOB FUNCTIONS

Every effort has been made to identify the essential functions of this position. However, it in no way states or implies that these are the only duties you will be required to perform. The omission of specific statements 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.      Is involved with residents, personnel, visitors under all conditions and circumstances.

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

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

4.      Works beyond normal working hours, and in other positions temporarily, when necessary.

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

6.      Attends and participates in continuing education programs.

7.      Must wear 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 not necessary. On the job training is provided.

SPECIFIC REQUIREMENTS

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

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

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

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

5.      Must possess the willingness to work harmoniously with other personnel.

Must have patience, tact, a cheerful disposition and enthusiasm.

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

8.      Must meet the general health requirements set forth by the policies of this facility which include a medical examination.

9.      May be necessary to assist in the evacuation of residents during emergency situations.

10.  Must be free of any criminal activity which could pose a danger to the safety and wellbeing of residents or the facility.

JOB FUNCTIONS

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

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

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

4.       Respond to patient inquiries regarding physicians and services

5, Respond to patients' complaints regarding facility services and ensure that concerns are handled properly

6.      Assist patients with problems associated with facility registration and admission

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

8.      Perform crisis intervention duties with a view to facilitate resolutions

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