Director of Guest Relations

Overview

SUMMARY: The Director of Patient Relations serves as intermediary between residents, families, staff, and visitors. The primary goal is to ensure residents and their families receive the best customer service experience by addressing concerns, answering questions, and providing orientation to the facility and its staff.

• Meeting and greeting new residents and their families. Provide a tour of the facility and familiarize them with each department.
• Ensure the room has been set up, cleaned, equipped with any assistive devices, and a welcome basket is in place prior to admission.
• Complete 72-hour surveys; follow up with families/residents to ensure satisfaction and address any questions/concerns, forwarding them to the appropriate department.
• Follow up with families when a resident is discharged to the hospital.
• Manage discharge follow-up. At the end of each week, follow up with all of the previous week s discharges to ensure that their return home was successful and conduct a post-discharge survey.
• Assist with admission contracts as needed. Review facility policy and procedures and the resident handbook.
• Review activities and assist dietary with obtaining the residents’ likes/dislikes.
• The patient relations director interacts with the patient and their family on a regular basis.

• Bachelor’s degree in nursing, health care or a related field.
• Experience in the healthcare industry.
• Excellent interpersonal skills and compassion.
• Must be able to read, write, speak, and understand the English language.

• 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 function independently, have flexibility, personal integrity, and the ability to work effectively with residents, personnel, and support agencies.
• Must be able to push, pull, move, and/or lift a minimum of 25 pounds to a minimum height of 5 feet and be able to push, pull, move, and/or carry such weight a minimum of 50 feet.
• May be necessary to assist in the evacuation of residents during emergency situations.