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Resident and Family Relations Lead
2 months ago
Department: Resident Services
Position: Resident and Family Relations & Experience Lead
Weekdays 9:00am-5:00pm (75 hours bi-weekly)
Weekends and evening work may be required.
Status: Permanent Full Time
Job Summary:
The Resident and Family Relations & Experience Lead plays a vital role in ensuring that residents and their families receive exceptional care and support during their stay at our facility. This position requires strong communication and interpersonal skills, as well as the ability to work effectively with various members of the healthcare team.
Key Responsibilities:
- Listen to resident/family concerns, investigate complaints, and work towards finding appropriate resolutions.
- Ensure that resident/family's' rights are upheld and respected throughout their healthcare journey.
- Act as a mediator between residents, their families, and healthcare providers to help resolve conflicts and promote understanding and collaboration.
- Offer guidance and support to residents and their families during difficult situations, such as medical errors, treatment disputes, or end-of-life decisions.
- Investigate complaints thoroughly and impartially, gathering relevant information, interviewing involved parties, and reviewing medical records, policies, and procedures.
- Document all interactions, complaints, investigations, and resolutions in a timely and accurate manner.
- Work closely with healthcare professionals, administrators, and staff to address resident/family concerns, develop strategies for quality improvement, and promote a resident/family-centered approach to care.
- Conduct educational sessions for residents, families, and healthcare staff on resident/family rights, complaint resolution processes, and effective communication strategies.
- Remain knowledgeable about relevant laws, regulations, and policies about resident/family rights and healthcare quality.
- Collaborate with other departments and committees within the organization to implement initiatives that enhance resident/family satisfaction, improve processes, and promote a culture of resident/family-centered care.
Requirements:
- Master's degree in Social Work (MSW) preferred.
- Candidates with a Bachelor's degree in Social Work (BSW), Registered Nurse (RN) designation, or a degree in Health Administration will be considered with a minimum of 5 years of experience in long-term care or a related healthcare setting.
- Familiarity with relevant regulations and accreditation standards, such as PHIPPA, Ombudsman, MOH Legislation.
- Strong understanding of healthcare processes, medical terminology, and the healthcare delivery system.
- Strong knowledge of resident care standards, relevant legislation, i.e., Fixing Long Term Care Act and its Regulation, and long-term care best practices.
- Demonstrated experience in resident advocacy, family communication, complaint resolution, and interdisciplinary team collaboration.
Preferred Qualifications:
- Bilingual
- English and Italian preferred.
- Excellent communication and organizational skills required.
Competencies:
- Excellent communication skills, both verbal and written, to effectively communicate with residents, families, and healthcare providers.
- Strong interpersonal skills with the ability to empathize, remain calm under pressure, and build rapport with a diverse range of individuals.
- Excellent problemsolving and conflict resolution skills to address and resolve complex resident complaints and conflicts.
- Strong organizational skills with the ability to manage multiple cases and priorities simultaneously.
- Ability to maintain strict confidentiality and handle sensitive information with integrity.
- Sound judgment and decision-making abilities to assess situations, evaluate evidence, and recommend appropriate actions.
- Proficiency in recordkeeping and data management to accurately maintain and analyze complaint records and statistics.
- Knowledge of healthcare systems, resident/family rights, and relevant laws and regulations.
- Ability to work independently and make impartial decisions while adhering to professional ethics and standards.
- Proficient in using computer systems, software, and databases for documentation and data analysis.
How to Apply:
Submit your Resume and Covering Letter through Workday Career tab.
Time Type: Full time
