Patient Liaison

This position will serve as the Ambassador for patient referrals as well as be responsible for developing census and marketing efforts for the facility. Responsible for building relationships and working closely with referral sources, especially hospitals, and physician groups, and patients in securing admissions and meeting census goals in the skilled nursing community. To develop and maintain an ongoing marketing plan for the Community. Works closely with facility’s Nursing and Admissions team to ensure the highest quality provider of services.

Principal Duties and Responsibilities

•  Assure Resident safety at all times.
•  Willing to address each Resident by his/her preferred name as well as learn and abide by Residents’ Rights, rules and regulations.
•  Commitment to work well with other staff avoiding petty conflicts that disrupt a productive work environment. Does not participate in facility gossip and rumors.
•  Responsible for coordination of all aspects of the inquiry/admission process to include full explanation of facility policies and expectations for family members/guarantor/significant other, as well as timely notification to departments insuring proper paperwork and procedures.
•  Chair pre-and post-admissions committee, providing comprehensive information to members on a timely basis.
•  Weekly documentation of a minimum of 15 referral contacts per week with at least five (5) new contacts per month.
•  Maintain confidentiality of all activities, persons, and records.
•  Attend appropriate community functions, trade shows and marketing events.
•  Contact all discharged Residents within 30 days and quarterly thereafter for the first year. Make at least annual contacts thereafter (birthdays, holidays, etc.).

 Establish and maintain referral file with status and follow up of each potential candidate.

 Maintain knowledge of current regulations governing Medicare/Medicaid and private insurance company reimbursement.

 Obtain the Resident’s/guardian’s signature on all required releases, authorizations, etc.

 Maintain current listing of all Residents, their level of care, and assigned rooms. Provide copies to nursing, administrative personnel, government agencies, etc.

 Collect, assemble and check admissions papers. Forward to appropriate departments.

 Notify appropriate departments when a Resident arrives at the facility and ensure that facility staff escorts the Resident to his/her room.

 Explain room rates, billing procedures, restrictions, and Resident care procedures as appropriate.

 Maintain a Resident waiting list in accordance with established policies and procedures.

 Maintain daily and monthly census reports.

 Establish and maintain community resources and referrals to meet Residents’ needs.

 Maintain effective channels of communication with facility personnel.

 Attend, participate, consult and advise other departments in matters relating to marketing and admissions at facility meetings, as required.

 Develop marketing and community relations and resources to generate a positive image and encourage word of mouth referral activities.

 Regular attendance, interaction with employees, and provide important and valuable service for the facility’s Residents is an integral requirement for this position to accomplish the work. In order to accomplish this, it is imperative for the person filling this position to be present and accessible to staff, Residents and Residents’ family members during normal business hours, and as needed for emergencies, unless a business related matter require the employee to be off the premises. It is anticipated that this position cannot be completed within 40 hours per week.

 Respond to fire/disaster drills or emergencies according to current policies and procedures.

 Accept change in a positive and productive manner.

 Demonstrate tact, patience, and a cheerful disposition when dealing with Residents, family members and visitors.

 Respecting their privacy, knock before entering Residents’ room and wait to be invited in.

 Show fair and equitable treatment, confidentiality, self-determination, individuality, privacy, property, Civil Rights, and right to file a complaint.

 Maintain marketability of the facility.

 Resident preferences are followed when providing care and services.

 Maintain Resident privacy, values, and right for decision making.

 Legally and safely operate automotive equipment.

 Adhere to and comply with any applicable facility insurance guidelines to enable coverage under the policy.

 Immediately notify supervisor and Executive Director for any injury, illness, or if develop a condition, that might impact the aptitude to perform job functions.

Ancillary Duties and Responsibilities

•  Perform duties in compliance with established policies and procedures.
•  Note changes in Resident’s condition and report immediately to charge nurse or Director of Nursing.
•  Refer admission problems to proper authority i.e., Accounting Clerk, Nursing, etc.
•  Report any situations or individuals not in compliance with Residents’ Rights to the Executive Director or Director of Nursing.
•  Establish and maintain positive rapport with administration, interdepartmental personnel, volunteers, Residents, visitors and outside agency representatives.
•  Maintain a professional and cooperative attitude at all times.
•  Report monthly marketing activities to the Executive Director.
•  Verbalizes support of facility management, staff and consultant staff.
•  Work with facility staff in planning and implementation of in-house functions and marketing activities.
•  Access continuing education opportunities appropriate to discipline and responsibilities.
•  Participate in employee health and safety programs.
•  Comply with requests for annual TB testing or other aspects of employee health program.
•  Receptive to constructive feedback from co-workers and supervisors.
•  Attend seminars, continuing education classes, workshops, etc. and implements resulting ideas to enhance job performance.
•  Read current professional literature and participate in professional organizations and networking opportunities.
•  Remain alert to health safety standards by reporting expediently to his/her Executive Director suspected unsafe conditions and responds according to policies and procedures during fire/disaster drills and emergencies.
•  Conduct competition surveys upon request.
•  Consistently promotes a safe environment for Residents and employees.
•  Accepts additional assignments within scope of training, education or experience that may be assigned from time to time by the Executive Director.
•  Establish annual objectives by achieving at least two (2) objectives related to job in a twelve-month period and setting personal goals for self-fulfillment.

Resident Rights

•  Maintain the confidentiality of all Resident care information including protected health information. Report known or suspected incidents of unauthorized disclosure of such information.
•  Ensure that the Resident’s rights to fair and equitable treatment, self-determination, individuality, privacy, property and civil rights, including the right to wage complaints, are well established and maintained at all times.
•  Review Resident complaints and grievances and make written reports of action taken. Discuss such actions with Resident and family as appropriate.

Safety and Sanitation

•  Ensure that you and all facility personnel, Residents, visitors, etc., follow established safety regulations, to include fire protection/prevention, smoking regulations, infection control, etc.
•  Ensure that the building and grounds are maintained in a clean, safe, and sanitary manner as well as in good working order by reporting all concerns to the Executive Director.
•  Ensure that you and all facility personnel follow established regulations governing the use of labels and SDSs for hazardous chemicals.
•  Ensure that facility procedure manuals identify safety precautions and equipment to use when performing tasks that could cause bodily injury or exposure to a hazardous chemical or infectious waste.
•  Ensure that you and all facility personnel follow established ergonomics policies and procedures to prevent self-injury.
•  Ensure that you and all facility personnel performing tasks that involve potential exposure to blood, body fluids, or hazardous chemicals are appropriately trained prior to performing such tasks.

 Bachelor’s degree preferred or equivalent experience, or unencumbered, active license as a Licensed Practical Nurse in the state of permanent residence (must be from a state within the Nurse Licensure Compact).

•  Proven abilities in admissions process.
•  Knowledge of state and federal regulations of Medicare/Medicaid.
•  Effective organizational and interpersonal skills.
•  Demonstrate creative initiative and mature judgment in making competent decisions.
•  Sincere desire to work with elders and others who have a limited capacity for self-care.
•  Work with and provide care to individuals of a wide range of personality types and maturity levels.
•  Willingness to concentrate on details and perform routine repetitive tasks despite frequent interruptions.
•  Mental and physical capacity to perform the essential job functions with or without reasonable accommodations.
•  Consistently maintain courteous, empathetic, and professional attitude.
•  Maintain confidentiality of all activities and persons.
•  Experience/knowledge in intermediate and skilled care.
•  Maintain a professional appearance at all times.
•  Transportation accessible to enable flexibility of work schedule.
•  Assume responsibility and work independently with a minimum of supervision.
•  Communicate and comprehend orally and in writing to effectively receive and share information as necessary to perform job duties.

Work Environment

WORKING ENVIRONMENT: All statements addressed in the "Working Hours," "Environment" and "Physical/Sensory Demands" sections below are applicable to all jobs maintained by the employer.

Working Hours: The employee will

•  Be employed on a full-time basis. May be subject to change after employment.
•  Work unusual hours as necessary and as required.
•  Be expected and required to adhere to policies and procedures regarding attendance.

Environment: The employee will

•  Work in a well-lighted, heated or air-conditioned, ventilated area, unless otherwise noted.
•  Be subject to frequent interruptions.
•  At times be subjected to falls, cuts, bruises, caustic substances, infectious diseases and odors.
•  At times be subjected to hostile and emotionally upset family members and Residents.
•  Be expected to work cooperatively with others.
•  Be expected to handle multiple tasks effectively and organize work efficiently.
•  Be expected to show courtesy to co-workers, Residents, families and others with whom contact is made while on the job.
•  Be expected to maintain a professional attitude and good relations with co-workers.
•  Expected to be economical and careful with use of supplies and equipment.
•  Expected to adhere to established policies and procedures to include safety regulations to ensure that quality Resident care is maintained at all times.

Physical/Sensory Demands: The employee must

•  Often walk for long periods or long distances within the building, or sit, stand and walk intermittently.
•  Frequently carry up to 50 pounds and move up to 75 pounds.
•  Occasionally squat, bend/stoop, push/pull, climb, reach above shoulder level, crouch, kneel, balance, carry and move up to 75 pounds.
•  Perform repetitive hand and foot action with or without reasonable accommodation.
•  Communicate information and ideas orally and in writing, and in a manner that others will understand.
•  Listen to and understand information and ideas presented through spoken words and sentences.
•  Read and understand information and ideas presented in writing.
•  Respond to and assist with emergency procedures, including evacuation of Residents from the building.
•  Hear, with or without the aid of mechanical devices, adequately enough to respond to soft, verbal communications and instructions and answering of telephone.
•  Read and see, with or without the aid of mechanical devices, and to respond to and/or interpret written material or instructions.
•  Be free of all communicable diseases and agree to testing of same, under which federal and/or state regulations would prevent you from working at this facility.

Risk Classification

All employees performing within this job classification are at high risk of exposure to blood/body fluids or potentially infectious waste when performing certain tasks within the job requirements.

Confirmation of Receipt

The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

I have read, understand and will abide by the contents of this job description. I hereby verify that I have received a written description of the job for which I am being employed, and I have been given the opportunity to ask questions about the essential and ancillary functions of the position. I further verify that I possess the skills required for this position and I am able to perform the essential functions of the job described, with or without reasonable accommodations, and I certify that I have requested any reasonable accommodations that may be required at this time. I further certify that I acknowledge my responsibility to request accommodations should they become necessary in the future, whether through change in my circumstance or through a change in the requirements of any position or task to which I am assigned.