Director of Customer Experience - ALIYA of Palos Park

Purpose

The primary purpose of this job position is to assist in the planning, implementation, and delivery of outstanding customer service, in accordance with current federal, state, and local standards, guidelines, and regulations that govern the protection of the rights of the residents and employees, as well as may be directed by the administrator.

Supervisor: _______________________________________________

Job Function

Every effort has been made to identify the essential functions of this position.  However, it in no way states or implies these are the only duties you will be required to perform.  This 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.

Duties and Responsibilities

Administrative-

1.       Assist in planning, developing, organizing, and evaluating the facility’s customer services programs and activities.

2.       Meet and greet all new residents.

3.       Observe resident attendance, mood, behavior, and degree of involvement so that facility customer service and resident satisfaction are evaluate.

4.       Support all other departments such as dietary, laundry, housekeeping, activities and social services for the daily needs of residents.  This may include passing trays, serving in the dining area, addressing an envelope, getting a stamp, filling a water pitcher, batteries for a clock, shopping, etc.

5.       Provide customer service that meet the needs of residents and families that is within the scope of services the facility can provide.

6.       Participate in community planning related to the interest of the facility customer services and needs of the resident and family.

7.       Assume the authority, responsibility, and accountability of Concierge.

8.       Coordinate customer service with other departments as necessary

9.       Participate in facility surveys (inspections)made by authorized government agencies as necessary.

Admissions-

1.       Assist with room readiness for new admissions.

2.       Assist with tours of the facility to potential patients and families.

3.       Complete admission agreements withing 72 hours of the patient admitting.

4.       Complete audit of admission agreements and reach out to patients and families who have not completed them.

5.       Assist as a back up to admissions when Admission director is off or on vacation.

Committees-

1.       Serve on participate in and attend various committees of the facility as appointed.

Personnel Functions –

1.       Develop and maintain a good working rapport with other departments within the facility to assure that customer service can be performed without interruption.

2.       Create and maintain an atmosphere of warmth, personal interest and positive emphasis.

3.       Report occupation exposures to bold, body fluids, infectious materials and hazardous chemical to your supervisor

Staff Development-

1.       Assist in the development of and participate in regularly scheduled orientation and in-service training programs that relate to customer service.

2.       Attend and participate in appropriate in-service training programs prior to performing tasks that may result in exposure to blood, body fluids, infectious material, or hazardous chemicals.

3.       Attend and participate in annual OSHA and CDC in-service training programs or hazardous communications, TB management, and blood borne pathogens standard.

Safety and Sanitation-

1.       Report all incident/accidents immediately.

2.       Report all unsafe/hazardous conditions/equipment immediately.

3.       Follow established ergonomic policies and procedures (e.g., a back brace and/or use a mechanical lift when lifting or moving heavy objects)

4.       Use protective clothing/devices when handling infectious waste and/or blood/body fluids.

5.       Re [ort missing/illegible labels and MSDSs to your supervisor

Equipment and Supplies-

1.       Recommend to your supervisor the equipment and supply needs for customer service.

2.       Operate all equipment in a safe manner.

3.       Use supplies in an efficient manner to avoid waste.

4.       Assist in the moving/arranging of equipment/supplies to assure that customer service is ready for scheduled customer service functions.

Resident Rights-

1.       Maintain the confidentiality of all resident care information.

2.       Knock before entering a resident’s room.

3.       Review complaints and grievances made by the resident and make a written/oral report to our supervisor indicating what action(s) were taken to resolve the complaint or grievance and follow the facility’s established procedures.

Miscellaneous-

1.       Implement customer service procedures as directed by your supervisor.

2.       Assist with movies, planning parties, and providing games/activities for residents.

3.       Encourage residents to participate in hobbies or crafts and provide materials as necessary.

4.       Befriend residents to encourage resident self-esteem by visiting and conversing with residents on a regular basis.

5.       Make routine visits to residents and provide assistance as necessary.

6.       Assist bed residents by visiting with them, writing letters, running errands, making appointments, etc., as necessary.

7.       Encourage residents to develop their educational development through reading, etc.

8.       Encourage the resident to engage in scheduled activities to promote the physical, social, and mental well being.

9.       Other duties as deemed necessary and appropriate or as may be directed by your supervisor.

Working Conditions-

·         Works in office areas as well as throughout the facility

·         Moves intermittently during working hours.

·         Is subject to frequent interruptions.

·         Is involved with residents, personnel, visitors, government agencies/personnel, etc., under all conditions and circumstances.

·         Is subject to hostile and emotionally upset residents, family member, etc.

·         Communicates with the medical staff, nursing service, and other department supervisors.

·         Works beyond normal working hours, on weekend, and in other positions temporarily, when necessary

·         Is subject to call back during emergency conditions (e.g., severe weather, evacuation, past disaster, etc.

·         Attends and participates in continuing educational programs.

·         Is subject to injury from falls, burns from equipment, odors etc., throughout the day, as well as to reactions from dust, disinfectants, tobacco smoke, and other air contaminants.

·         Is subject to exposure to infectious waste, diseases, conditions, etc., including TB and the Aids and Hepatitis B viruses.

·         May be subject to handling of and exposure to hazardous chemicals.

Education

Must possess a high school diploma or its equivalent.

Specific Requirements

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

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

·         Must be able to multitask and respond to frequent interruptions with a smile.

·         Must possess a positive and upbeat personality with a desire to deliver outstanding customer services to residents and families.

·         Must possess the ability to deal tactfully with personnel, residents, family members, visitors, government agencies/personnel and the general public.

·         Must possess leadership ability and willingness to work harmoniously with other personnel.

·         Must have patience, tact, cheerful disposition and enthusiasm, as well as be willing to handle residents based on whatever maturity level at which they are currently functioning.

·         Must possess the ability to seek out new methods and principles and be willing to incorporate them into existing customer services.

·         Must be able to relate information concerning a resident’s condition in a timely manner.

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

Physical and Sensory Requirements

·         Must be able to move intermittently throughout the workday.

·         Must be able to speak and write the English language in an understandable manner.

·         Must be able to cope with the mental and emotional stress of the position.

·         Must possess sight/hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.

·         Must function independently and have flexibility, person integrity, and the ability to work.

·         Must meet the general health requirements set forth y the policies of this facility which include a medical and physical examination.

·         Must be able tolerate to and work with ill, disabled, elderly, emotionally upset and at times, hostile people with the facility.

·         Must be able to push, pull, move, and or lift a minimum of 50 pounds to a minimum height of 3 feet and be able to push, pull, move and/or carry such a weight a minimum of 6 feet.

·         May need to assist in the evacuation of residents during emergency situations.

Risk Exposure to Blood/Body Fluids

The tasks required for this job position does not involve any risk of exposure to blood or body fluids.

Acknowledgement

I have read this job description and fully understand the requirements.  I accept the position of Concierge and agree to perform the identified essential functions in a safe manner and in accordance with the facility’s established procedures.  I understand that as a result of my employment, I may be exposed to bold/body fluids, infectious disease, air contaminants (including tobacco smoke), and hazardous chemicals and that the facility will provide to me instructions on how to prevent and control such exposures.  I further understand that I may also be exposed to the Hepatitis B Virus and that the facility will make available to me, free of charge, the Hepatitis B vaccination.

I further understand than my employment is at will and understand that my employment can be terminated at will either by the facility or myself and that such termination can be made with or without notice.