Social Services Designee/Transportation Liaison - Santa Anita Convalescent Hospital

Summary:The Transportation Liaison is responsible for handling all the day-to-day resident transportation needs. Tasks include, but are not limited to, arranging of transportation for resident’s appointments, troubleshooting operational issues, and ensuring that the residents are securely transported to and from their medical appointments back to the facility.

Essential Duties and Responsibilities:

·         Retrieve new orders from unit and update the unit nurse if order is written incorrectly

·         Trouble shoots transportation issues as they arise and in prioritize issues. Ensures that all resident pick-ups and drop offs are conducted on the timeline agreed upon and within the safety parameters established by the Company

·         Identify transportation resources and verify transportation fees as well as verify if the resident has a PCS form and is it updated

• Coordinates all transportation appointments for the resident to ensure that the resident arrives to their appointments in a timely and safe manner to and from the facility. Update the transportation binders including removing old documents from binders

·         Check order listing and communication board,  Document updates on communication board

·         How many days do insurance need for transportation request and check medical page to verify if the insurance

·         Follow up on transportation and caregiver request to day of the appointment and document

• Provides customer service support to residents including communication about delays or cancellations. Also gains feedback from the resident and their assigned nurse(s) regarding their experience to assure excellent customer service is provided.
• Troubleshoots any issues that arise while keeping the patient/ facility/family (if applicable) informed.
• Documents and communicates with the resident’s nurse and the Social Service Director regarding any delays or cancellations.
• Assists the resident with locating any of their missing belongings that may have been left either with the transportation provider or at the facility their appointment was at.
• Maintains an updated telephone/email/fax directory for transportation providers.
• May review invoices for accuracy and will submit all approved invoices to the Social Services Director for review.
• Answers all calls regarding resident transportation.
• May assist with monitoring the resident in the facility lobby before their transportation arrives and may assist with taking the resident back to their assigned unit upon their return from their appointment.
• Notifies and reminds all parties of upcoming appointments.
• Maintains a good working relationship with the transportation providers.
• Maintains an organized work space at all times including filing all paperwork peroperly.
• Reports any updates or pertinent issues that need addressing to the Social Services Director.
• Upholds and carries out company office policies and procedures.
• May assist with answering and taking messages for other Social Services calls.

·         All other duties as assigned.

•  Coordinates and arranges transportation or appointments, where applicable, for residents.

·          Schedules meetings for residents, staff, and families.

·         Keeps calendar for assessments, meetings, and other clerical duties as needed to support the Director.

·         Obtains information concerning the resident’s personal and family problems, past illness, etc., by developing a social service data record.

·         Records and maintains regular Social Service progress notes indicating a response to the treatment plan and/pr adjustment to the facility.

·         Maintains a quality working relationship with the medical professionals and other health related facilities and organizations.

·         Makes routine visits to residents and performs necessary social services as necessary.

·         Maintains contact with the resident’s family, involving them with non-medical progress reports as necessary.

·         Performs charting duties as necessary to keep the charts in an organized fashion.

·         Works with the emotional problems including assaying resident/family with anxieties and stress caused by illness and admission to the facility, difficulties in coping with residual physical disabilities, fears related to helplessness and death, and the need for institutional and specialized care.

·         Assist in providing solutions for social and practical environmental problems including seeking financial assistance, discharge planning (including collaboration with community agencies), and referrals to other community agencies when specialized assistance is required.

·         Evaluates social and family information and assists in determining a plan for social treatment.

·         Assists in interpreting social, psychological and emotional needs of the resident/family to the medical staff, attending physician, and other resident care team members.

·         Participates in completing appropriate sections of the MDS as necessary.

·         Assists in obtaining resources from community, social, health, and welfare agencies to meet the needs of the resident.

·         Reports any known or suspected cases of patient abuse or HIPPA violations immediately to the Administrator.

·         Provides residents and their family with Medicare/Medicaid and financial information when requested.

·         Maintains and updates the social services directory.

·         Participates in IDT meetings and care conference meetings to provide input, and documentation as needed.

·         Assists with completing grievances, appeals incident reports, APS reports, and other quality and compliance requirements as needed.

·         Assists with coordination of resident room moves.

·         Helps resolve concerns of Resident and/or family.

·         Completes care plans and psychosocial assessments.

·         Maintains confidentiality of resident information.

·         Obtains information from community social health and welfare agencies in order to meet the resident’s needs.

·         Protects each residents file and data with confidentially per HIPAA standards.

·         Assists the resident and resident’s family in discharge and placement planning.

·         Orients the resident to the long-term care environment and facilitates adjustment upon placement.

·         Documents progress notes which relate to each resident’s care plan when necessary and within policy timeframes.

·         Keep employees informed of changes that affect them from the Social Service Director.

·         May assisting in conducting audits and ensuring that the Social Service Designee notes and reports are submitted in a timely and accurate manner.

·         Attends various committee meetings and trainings of the facility (including stand up, safety, and stand-down when SS Director is not available).

·         Creates and maintains an atmosphere of warmth, personal interest and positive emphasis, as well as a calm environment throughout the facility.

·         All other duties as assigned.

Competencies:  To perform the job successfully, an individual should demonstrate the following competencies:

·         Professionalism - Approaches others in a tactful and respectful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

·         Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

·         Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in-group problem solving situations as well as autonomously; Uses reason even when dealing with emotional topics.

·         Interpersonal Skills – Needs to be professional and approachable; Focuses on resolving conflict, not blaming; Maintains privacy and confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains calm and focused on the objective or issue; Collaborates with and is open to others' ideas without being judgmental.

·         Oral Communication - Speaks clearly, succinctly, and persuasively in positive or negative situations; listens and gets clarification; Responds well to pressure and to questions; Demonstrates group presentation skills; Participates constructively in meetings.

·         Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet audience needs; Presents numerical data effectively; Able to read and interpret written information.

·         Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

·         Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; Builds a diverse workforce.

·         Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

·         Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Education and/or Experience: 

• High school diploma or GED equivalent required
• 1+ year of doing transportation in a Skilled Nursing home setting
• Computer literate and proficient using Microsoft Suite
• Experience using office machinery (fax, printer, copier, phone systems etc.)
• Excellent customer service skills
• Organized and detail-oriented
• Outstanding communicator both verbally and written