Social Service Designee

Ingleside at Rock Creek•Washington, DC

3d•Onsite

About The Position

This position serves as a key advocate for residents, creating a positive and supportive environment. This role requires a strong focus on building relationships with residents, their families, and the healthcare team. You will be a vital link between our residents, their families, and the healthcare team focusing on ensuring a positive and enriching experience for residents and families, addressing their needs, and fostering strong communication channels. Your commitment to exceptional customer service will contribute to the overall well-being and satisfaction of our residents and their families. The goal is to enhance resident satisfaction, address concerns, and contribute to an overall positive living experience within the Healthcare Neighborhoods.

Requirements

High school diploma or general education degree (GED) required; bachelor’s Degree Preferred.
One (1) to three (3) years of experience in resident relations, social work, high level customer service, or a similar role within a healthcare or senior living setting.
Strong interpersonal and communication skills.
Empathetic and compassionate approach to working with residents and their families.
Ability to navigate and resolve conflicts with professionalism.
Team player with the ability to collaborate effectively with diverse stakeholders.
Incumbent should be able to apply common sense understanding to carry out instructions furnished in written and oral form, possess high-quality verbal and written communication ability, and possess strong interpersonal and organizational skills.
Must be proficient in the operation of computer applications such as Microsoft Office, Publisher, fax, etc.

Nice To Haves

Bachelor's Degree

Responsibilities

Welcome new residents and their families, providing orientation sessions to familiarize them with the facility, staff, and available services.
Foster a warm and welcoming atmosphere for residents by engaging in regular interactions.
Serve as a point of contact for residents' families, providing regular updates on their loved ones' well-being and addressing any inquiries or concerns.
Act as a mediator to bring forward concerns and questions residents or families have, ensuring open communication between all parties with guidance from the grievance officer.
Work closely with residents to understand the expectations for their stay.
Verifies room readiness.
Assist with ensuring all new residents have contracts signed timely.
Assist with coordinating and scheduling appointments with residents and family members and discuss transportation and need for escort with family.
Collaborate with the healthcare team to identify opportunities to enhance residents' experience.
Conduct regular surveys and feedback sessions to assess resident satisfaction and identify areas for improvement.
Implement customer service improvement initiatives based on feedback and trends.
Develop and distribute newsletters, updates, and other communication materials to keep residents and their families informed about events, policies, and activities.
Meets with family and residents at the time of discharge.
Participates in meeting QAPI goals and objectives.
Collaborate and communicate with healthcare social worker to ensure support and enhance the resident's experience.
Effectively communicates information with residents in order to create and sustain rapport.
Communicates scheduled appointments, activities and special events to residents, family members/care givers and staff verbally (as necessary).
Assists in dining room as needed.
Possesses an understanding of the social, psychological, physical, and recreational needs of the geriatric population especially those experiencing cognitive decline.
Provides education and support to family members as needed.
Performs other duties as required.
Maintains professional presence when representing Ingleside exhibits degree of professionalism consistent with standards in performance, behavior, and appearance.
Maintains resident confidentiality and privacy at all times according to policies and procedures; uses discretion when discussing confidential matters.
Demonstrates courteous and cooperative behavior with residents, families, co-workers, subordinates, supervisors, and other department staff.
Maintains positive working relationships with management and coworkers; willingly follows directions and requests as appropriate.
Exhibits professional standards through appearance and demeanor consistent personnel standards.
Demonstrates a thorough knowledge of work assignments and performs in a manner to meet quality and timeliness objectives.
Demonstrates knowledge and understanding of policies and procedures; seeks clarification or interpretation from appropriate supervisor when needed.
Uses tactful, diplomatic communication techniques in all relations with others.
Demonstrates professional development/skills competency in all activities.
Participates in in-service, projects, or committees as time permits.
Maintains all certifications necessary for employment.
Demonstrates flexibility, open mindedness, and versatility in adjusting to changing environments and requirements as necessary.
Commits to continually improving his/her skills through participations in education opportunities whether offered on the job, within, or outside of the community, to increase knowledge of work-related issues.
Maintains a current knowledge of federal, state and other regulations applicable to job.
Complies with established safety rules and practices.
Complies with applicable safety policies and procedures as prescribed by the organization, as well as government regulations.
Reports any potential safety hazard(s) immediately to supervisor or other appropriate personnel.
Reports any injury of resident, visitor, or employee immediately to supervisor or other appropriate personnel
Provides assistance to residents, visitors, or employees in an emergency situation; following the proper emergency procedures.