Resident Ambassador

Terrace of Kissimmee•Kissimmee, FL

10d

About The Position

The primary purpose of your job position is to provide quality, friendly, professional customer service to new admissions and their families, as applicable, in accordance with resident needs, facility polices and procedures and as directed by your supervisor. This position reports directly to the Facility Administrator Delegation of Authority As Resident Ambassador- New Admissions , you are delegated the administrative authority, responsibility, and accountability necessary for carrying out your assigned duties. Job Function 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.

Requirements

Must, at minimum, have graduated from high school.
Must possess and maintain a current “Eligible’ AHCA Background Screening Status https://info.flclearinghouse.com
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 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 the ability to plan, organize, develop, implement, and interpret the programs, goals, objectives, policies, procedures, etc., of the position.
Must have patience, tact, cheerful disposition and enthusiasm, as well as be willing to handle residents, family members, resident representatives and visitors under all circumstances.
Must be able to engage with residents in a professional, tactful and patient manner based on whatever maturity level they are currently functioning.
Must not pose a direct threat to the health or safety of other individuals in the workplace.
Must be able to move throughout the work day.
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, have flexibility, personal integrity, and the ability to work effectively with the residents, personnel, and support agencies.
Must meet the general health requirements set forth by the policies of this facility which may include a medical and physical examination.
Must be able to relate to and work with ill, disabled, elderly, emotionally upset, and, at times, hostile people within the facility.
Must be able to push, pull, move, and/or lift a minimum of 35 lbs. to a minimum height of 5 feet and be able to push, pull, move, and/or carry such weight a minimum distance of 450 feet.
May be necessary to assist in the evacuation of residents during emergency situations.

Nice To Haves

Associates Degree in a customer service or social work related field preferred.
Previous work in a health care facility and/or customer service position preferred.

Responsibilities

Welcome New Admissions and Families to the facility.
Review resident’s admission orders and other admission documents prior to the resident’s arrival for any dietary restrictions, necessary services, physical challenges, and cognitive functioning to ensure that you provide appropriate/applicable/correct, informed care and treatment related information.
Prior to Admission, ensure that the room for the new admission is clean, neat, has all appropriate signage, and a functioning call bell.
Ensure that the bed is made; the mattress and furnishings are in good condition, that bathroom is clean and sanitary and the room and hallway are free of odors. Report any problems to appropriate staff or the Administrator.
Ensure adherence to appropriate Infection Control practices at all times. Understand and utilize appropriate methods for engagement with residents on isolation.
Provide an orientation of the building, identification of key staff members and any services for which the resident is to receive. Orient resident to their room (call bell, location of closet, nightstand, nursing station). Provide information on suggested amounts of clothing. Provide information on prohibited items. Orient resident to facility visitor policy and smoking policy. Provide resident information on other key facility policies as directed by the Administrator.
Offer resident, as appropriate and in accordance with their diet restrictions to include swallowing problems, appropriate diet texture, any NPO orders, etc., food or beverage, as appropriate Offer beverages to family members as available and appropriate.
Respond to resident/family questions for which you are able and then refer questions, to the appropriate staff member for them to respond to questions for which you are unable to answer. Do not provide answers to questions for which you do not know the appropriate answer. Do not offer or make promises for items, services, room accommodations, etc. Refer all these types of requests to the appropriate Administrative staff member.
Respond to requests for care or treatment (assistance with use of the bathroom, changing of clothing, etc.) promptly to the appropriate staff member and then ensure that assistance is provided within a reasonable timeframe. Immediately report response time problems to the Administrator.
Provide information on Social Services and how to report complaints. Obtain assistance, as necessary, to fulfill resident/family requests
Report suspicious persons/information to supervisor, administrator and/or abuse coordinator immediately.
Operate computer as directed. Maintain the confidentiality of all resident and facility information. Ensure that resident receives their resident identification arm band, if applicable, and that door tags are hung.
Know the emergency and disaster procedures of the facility and be able to implement these procedures. Ensure that all communication with residents and families/resident representatives are positive, friendly and professional.
Report any safety, sanitary, cleanliness, odor, and/or equipment problems throughout the facility to the appropriate staff member and/or Administrator. Visit and interview New Admissions for at least 3 days after admission to identify concerns, respond to questions and ease transition into the facility. Report all problems to the appropriate staff member and/or Administrator. Follow-up to ensure resolution.
Report any allegations of abuse, neglect, mistreatment, and/or exploitation to the Abuse Coordinator and Administrator. Ensure that the resident is in a safe environment prior to leaving the resident. (Refer to Abuse Polices and Procedures)
Ensure knowledge and adherence to regulatory requirements which govern Nursing Homes Ensure knowledge and implementation of the Facility Code of Conduct- Compliance Plan Other related duties and responsibilities that may become necessary, appropriate or directed. Must be able to document information as required or directed.
Attend and participate in annual in-service training programs. Attend and participate all in-services and trainings as directed. Attend and participate in annual OSHA and CDC in-service training programs for hazard communications, TB management, and blood-bome pathogens standards.
Follow all safety standards for the facility. Review and maintain knowledge of material safety data sheets (MSDSs) for hazardous chemicals used or stored throughout the treatment areas of the facility. Follow established safety regulations in the use of equipment and supplies. Ensure that storage and work areas are maintained in a clean, safe and sanitary manner. Report problems to appropriate staff members and/or Administrator. Follow established policies and procedures, including appropriate dress codes. Participate in all fire safety and disaster preparedness drills in a safe and professional manner. Ensure use of appropriate protective clothing/devices when handling infectious waste and/or blood/body fluids. Follow established infection control procedures when isolation precautions become necessary. Follow all Infection Control policies and procedures. Immediately report hazardous conditions or equipment to the Director of Nursing or Administrator Ensure use of safety precautions and equipment when performing tasks that could result in bodily injury.
Implement procedures for the safe operation of equipment. Do not utilize any equipment until trained and/or authorization to utilize equipment has been given. Ensure that supplies are utilized in an efficient manner to avoid waste. Report missing/illegible labels and MSDSs to the safety officer or other designated person
Maintain the confidentiality of all resident information. Knock before entering a resident's room. Respect the resident’s right to privacy. Ensure knowledge of and respect the residents’ rights, including the right of refusal. Treat all residents, resident representatives, family and visitors with dignity and respect.
Be prepared to handle emergencies as they occur (i.e., rescheduling work assignments and work schedules, etc.). Assist with movies, parties, and games/activities for residents as necessary or directed. Participate in “Angel Rounds” or environmental rounds utilized to identify problems with safety, cleanliness, equipment functioning, regulatory compliance, etc. as directed.