Job Address: 3819 Chesterfield Ave Charleston, WV 25304 Charleston Healthcare Center is seeking a FT Concierge, Purpose/belief statement: The position of Concierge is to enrich the lives of people we serve both residents and families and enhance our over-all customer service. Job duties & responsibilities Customer service Utilize Resident/Concierge request form and give form to appropriate individual or department as necessary to resolve resident call, request, or problem. Follow up with Resident to ensure their requests or problems have been met to their satisfaction. Respond to special requests from residents with unique needs. Welcome and acknowledge all residents according to company standards. Anticipate and address resident service needs. Communicate with residents with genuine concern. Speak with others using clear professional language. Answer telephones using proper etiquette. Develop and maintain positive working relationships with others and support team to reach common goals. Perform pre-admission duties. Admission Director will inform Concierge of potential admission and room assignment. Monitor the room for cleanliness. Utilize Room Readiness checklist if needed. Place welcome gift in room. Welcome new residents. Greet the new patient at the door and assist to assigned room. Help patient settle into room, advise patient of call light system, and provide orientation to the room. Introduce assigned nurse and STNA to patient and family. Assist in unpacking and offer an STNA to label patients belongs to patient and family. Make sure trays have been ordered, and offer complimentary meal to family if applicable. Address Televisions and Phones. Give a brief overview of what to expect on first day. Ensure resident is comfortable and established in room. Make sure all equipment is in place. Conduct visit within four hours of admission. Check on patient and family to ensure belongings have been marked and inventoried. Direct family as to whereabouts of public bathroom, phone for their use, and location of break room. If admission arrives late check for current concerns then return the next day. New admission follow up-next day Return to the patients’ room the first full day after admission. Accommodate needs as possible. Report any concerns using concierge communication request form and give to appropriate personnel. Have breakfast or lunch with patient. Complete menu selections for each new patient Review activities calendar with patient. If possible take patient on tour of facility. Provide patient with a list of Department heads and how to reach them. Complete a survey of hobbies and/or special interests that will assist activities and other staff members in each patient’s Life Enrichment Program. Check with family, by phone if needed asking how things are going. Should the family have comments beyond general conversation direct them to the appropriate staff member. Report any family concerns using concierge communication form and route to appropriate staff member to handle concern. Satisfaction survey Concierge will be responsible for satisfaction survey. Provide patient with survey day before discharge. Assist patient if he or she is unable to complete survey. Concierge will be responsible for compiling results of survey. Participate in scheduled training, educational classes, and orientation programs to maintain skills and enhance quality of care. Attend any mandatory meetings as required by your center, and assigned committee meetings. Dress code: business professional attire Greet physicians and ensure they are set up in a comfortable environment. Offer beverage and support as needed. Perform other related activities as assigned or requested. Since 1984, CommuniCare Family of Companies has been committed to delivering exceptional person-centered care as a national leader in post-acute care for those that are chronically ill or have complex conditions. Our more than 150 skilled nursing, assisted living, and long-term care facilities deliver sophisticated and transformative care to nearly 16,000 residents and patients at any given time. CommuniCare employs more than 19,000 employees across six states (Ohio, Indiana, Maryland, Virginia, West Virginia and Pennsylvania). As a family owned and operated company, family and heart are woven into every aspect of our continuum of care. Our mission, to serve with pride, is evident and a quality residents, families and community partners have come to expect and trust. Dedicated to improving the lives of seniors, we put extraordinary service above all else. We continue to raise the bar and innovate wherever possible to deliver a higher quality of life for those far beyond our facilities. Because of this, our facilities are a better place for residents to live, patients to stay, employees to work and families to heal.

Concierge.

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