1000+ Best customer service experience Jobs in Glen Cove, New York (May 2026) - page 17

Resident Liason

21 days ago

Jericho

Job Description JOB SUMMARY: As an integral member of the Resident’s health care team, the Resident Liaison works collaboratively and closely with the Director of Case Management, the Director of Wellness, the Director of Reflections, Department Directors, the Executive Director, and external providers to assure Resident’s social, recreational, physical, emotional, behavioral, and spiritual needs are met. In this role, the Resident Liaison provides supervision and support to Residents through the admission and discharge process: providing orientation, social/emotional support, arranging for needed services; and maintaining case notes as per company policy and regulatory rule. Assuring a seamless and quality admission experience for Residents and their families, the Resident Liaison is expected to identify and report changes in the Residents’ status and collaborate with property leadership and staff to address such changes. The Resident Liaison is also to conduct visits with Residents who are admitted to hospital and/or in skilled nursing facilities/rehabilitation centers and collaborate with discharge planners to facilitate return to the Community. Additional responsibilities include provision of specialized in-service trainings to property staff and conducting specialized support groups and/or social education sessions for Residents and their families and the Resident Liaison is expected to have a pro-active role in cultivation of prospects as well as assist the Director of Community Relations with tours, pre-admission paperwork and the admission process. DUTIES AND KEY RESPONSIBILITIES: • Administrative Services:, • Responsible for overall supervision of the building in the absence of Executive Director, Director of Case Management and Director of Wellness., • Must be familiar with and able to implement emergency procedures as outlined in the company’s Emergency and Disaster Plan, • Respond to all requests for information and all other activities as directed by the Executive Director, • Is available 24/7 for immediate consultation, • Assure the accuracy of Resident records and documentation in adherence with company policies as well as regulations of the State Department of Health, • Follow the policies and procedures related to incident reporting as well as State Department of Health Regulations as directed, • Maintain active community and professional relationships to support positive promotion of the Bristal., • Develop contacts with community agencies serving older adults and will refer Residents when and where appropriate., • Maintain a liaison with facility and the community skilled nursing facilities, hospitals, and assisted living facilities., • At the request of the Executive Director, conduct marketing tours and gather preliminary information using the inquiry questionnaire. Resident Supervision: • In coordination with the Director of Case Management, act as Resident advocate and assist Resident Services and Administrative staff in their continued service to the resident, • Visit with each resident to assess his/her concerns, • Conduct off-site visits to all hospitalized/rehab inpatient residents, • Initiate contact with resident representative within 24 hours of resident transfer and admission to hospital, • Assure initial contact with outside facility discharge planners/social workers at outset of resident’s hospitalization to begin seamless transfer back to the community, • Conduct visit with resident during the hospitalization/rehab at the outset of the stay and throughout as warranted, • Coordinate returns from hospital/rehab, • Report resident progress to Executive Director/Director of Case Management/ Director of Wellness/Designee and any concerns regarding meeting continued retention standards, • Refer all resident complaints and/or concerns to the Executive Director for immediate investigation and resolution, • Working with the Executive Director and Department Heads conducts follow-up assessments for correction to assure issue resolution., • In coordination with the Director of Case Management, provide oversight to the admission process of the resident to include:, • Conduct Initial Evaluation (off-site or on site) prior to admission into the community and follow-up evaluation within 30-days of move in as directed, • Provide initial and ongoing orientation to facility for new residents, • Acclimate residents and introduce them to other residents, • Encourage residents to participate in social activities, • Contact with resident’s representative within initial 24-48 hours to discuss resident’s preliminary adjustment., • Alert the Executive Director, Director of Case Management and Director of Wellness/Designee and the resident representative of identified change in Resident status, • Complete appropriate company documentation for status change (care level, apartment change, other billing changes or updates), • Assure corporate policy and State Department of Health requirements related to resident Case Management are upheld. In coordination with the Director of Case Management:, • Work with Department Directors to assure residents receive appropriate care and activity programs, • Refers resident service problems to the appropriate Department Managers and Administration as necessary, • Assist residents with referrals to pertinent agencies when needed and facilitates (when requested by resident or resident’s legal representative), completion of Medicare/Medicaid/ Long Term Care Insurance (et al) forms, • Assist residents with obtaining benefits as needed, i.e., SSI, Medicaid, etc., • Provide resident/representative with information regarding higher level of care including referrals to a such facilities, • Coordinate the Service Plan process including organizing Service Plan meetings, ensuring accurate completion of Service Plan, involve resident and/or resident’s representative in the development or revisions of such plan, • Meet with the Resident at least quarterly, • Meet with the resident’s representative at least every six months to review resident’s status, • Review the Wellness and Reflections Communication Logs and Electronic Health Record System daily and throughout the day for any unusual occurrences or changes in resident’s status and records and assures appropriate interventional strategies are in place., • In conjunction with the Director of Case Management:, • Coordinate the Falls Management Program including DOH reporting, monitoring, and tracking of resident incidents, • Coordinate resident services with outside agencies including but not limited to homecare, rehabilitation services, psychological services, etc., • Assure all corporate policies and procedures and State Department of Health regulations are followed and maintained, • In conjunction with the Director of Case Management, assist in the transfer and discharge of residents and assure excellent relationships with external stakeholder staff (discharge planners, physicians, nurse practitioners, etc.), • In conjunction with the Director of Case Management, maintain accurate resident records in compliance with company policy and regulatory rule:, • Maintains admission and periodic (at least biannually) case notes in the residents’ electronic health records to include necessary social, physical, behavioral health, and other findings, needed interventions, and eventual outcomes, • Conduct annual case note summarizing the resident’s social, physical and behavioral health, • Maintain electronic admission/discharge log and daily census to assure all information is complete and up to date and available to the team., • Staff Education, Development, Supervision and Evaluation:, • Conduct and/or schedule staff in-services to improve the quality of care and services and to respond to both individual and global staff identified needs:, • Conduct periodic education seminars for the residents and/or residents’ families in collaboration and coordination with the Director of Case Management, Lifestyle Director and/or Director of Wellness., • In conjunction with the Director of Case Management, facilitate monthly Family Support Group for family members of residents in the Reflection Unit. Required Training: • All mandatory in-services as per company policy and State Department of Health Regulations, • Maintain appropriate licensure and obtain needed Continuing Education Units as indicated. QUALIFICATIONS: • A Bachelor’s or Master’s degree from an accredited college or university with major work in human services or service delivery and one year of full-time experience in the provision of services to a dependent population, or, • An Associate’s degree from an accredited college or university with major work in human services or service delivery and three years of full-time experience in the provision of services to a dependent adult population, • Knowledge of care needs for the older adult population, • Knowledge and demonstrated performance of in-service procedures., • Use of compassion, tact and courtesy relating with Residents, Resident’s families, employees, and visitors., • Excellent verbal and written communication skills, • Ability to supervise staff, • Must be emotionally, mentally, and physically able, with or without reasonable accommodations, to provide required services to residents, including verbally communicating with residents., • Must be able to speak, read, and write in English, which is the predominant language of a majority of our residents., • Must be able to listen attentively to residents' requests and preferences, ensuring exceptional customer service. WORKING CONDITIONS & PHYSICAL REQUIREMENTS: • Exposure to blood borne pathogens, • Talk and hear in person and on phone, • Bending, squatting, kneeling, and lifting occasionally, • Climbing stairs occasionally, • Driving to off-site facilities/locations, • Standing/Walking 50%, • Sitting 50%, • Talking 40%, • Driving 10%

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