JOB DESCRIPTION

Position: Customer Service Liaison
Department: Administration
Reports to: Administrator
FLSA Status: Hourly/Non-Exempt

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Environment:
Work will be performed primarily indoors at one of our long-term healthcare facilities, throughout all areas, including in 
resident rooms, and on carpeted and/or tiled floors. Work will be performed there routinely around other co-workers, 
healthcare staff, residents, and guests. Due to the nature of facility’s business, worker may be exposed to occasional 
slippery floors, object on floors, chemicals, sharp objects, hazardous materials and waste (including human), blood borne 
pathogens, and communicable diseases, as well as high-stress medical and/or life threatening situations. 

Essential Duties & Responsibilities:
• Meet physical and sensory requirements stated below, and be able to work in the described environment.
• Assist with New Hire Orientation. To include coordinating welcome lunch; collecting completed paperwork for
employee files; assigning a Mentor, Onshift training
• Prepare Nursing dept work schedule, ensuring PPDs are met
• Alerts appropriate department managers and facility staff of projected changes IE – admissions, room moves, 
discharges, via daily admission meeting. When admission determinations are made, works with nursing and 
housekeeping on appropriate room and bed selection and preparation of the room.
• Communicates special needs of new admission to staff, ensuring a smooth transition.
• Prepares and distributes customer satisfaction surveys for new admissions. Post-discharges, current patients and
families, new employees’ and previous employees.
• Answer phones, assist visitors and residents and relay communications.
• Perform clerical tasks to include processing administrative transfer and discharges, scheduling 72 hour meeting and
coordinating resident transportation
• Receive grievances from families and staff, distribute to appropriate person and ensure follow through.
• Carry out additional administrative support, which may include maintaining medical records, assisting with
scheduling or job assignment, and preparing special reports.
• Other special projects and duties, as assigned.

Job Requirements:
• High school diploma or GED required or equivalent related work experience.
• Effective verbal and written English communication skills.
• Demonstrated intermediate to advanced skills in Microsoft Word, Excel, Power Point and Outlook, Internet and
Intranet navigation.
• Highest level of professionalism with the ability to maintain confidentiality.
• Ability to communicate at all levels of organization and work well within a team environment in support of company
objectives.
• Customer service oriented with the ability to work well under pressure.
• Strong attention to detail and accuracy, excellent organizational skills with ability to prioritize, coordinate and
simultaneously maintain multiple projects with high level of quality and productivity.
• Strong analytical and problem solving skills.
• Ability to work with minimal supervision, take initiative and make independent decisions.
• Ability to deal with new tasks without the benefit of written procedures.
• Approachable, flexible and adaptable to change.
• Function independently, and have flexibility, personal integrity, and the ability to work effectively with employees
and vendors.

Physical and Sensory Requirements:
• Moderate physical activity:
o Push, pull, move, and/or lift a minimum of fifty (50) pounds to a minimum height of three (3) feet and be
able to push, pull, move, and/or carry such weight a minimum distance of fifty (50) feet.
o Reach overhead and push, pull, move, and/or lower a minimum of twenty (20) pounds.
o Standing and/or walking for more than four (5) hours per day.
o Bending and/or stooping for more than one (1) hour at a time.

I understand this job description and its requirements, and that I am expected to complete all duties as instructed and 
assigned. I also understand that the job functions may be altered from time to time, and that Management has the right to 
modify this job description at any time, without advance notice to me, except as required by law.

I further understand this description identifies the essential and primary duties and responsibilities of the job, and that it is 
not intended to detail or contain each and every duty inherent in this job.