JOB SUMMARY:

This is a department head position responsible for the implementation and monitoring of programs designed to support the service needs of our guest, as well as ensuring that all our interdisciplinary team services are found to be satisfactory during the guest stay. Their role is to achieve highest level of satisfaction by exceeding the customer’s expectations. The Activities Director position allows us to proactively identity issues and adds to another level of service defined as Unexpected Luxury.

DUTIES/RESPONSIBILITIES:

· The Activities Director is a highly visible position; therefore, they should be located in the front lobby where they can ensure a positive first impression is provided when meeting and greeting families and resident as well as taking care of all their concerns as necessary.

· The Director ensures that all follow-up with new admissions takes place through the concierge department by meeting with the residents daily for the first two weeks (including weekends). Monitors weekly contact with the family of new resident for concerns, ensuring concerns are documented and present to team during daily morning meeting, to determine plan of action and responsible department head to follow up with concerns.

· Chairperson for “EXTRA STEP” customer service program:

· Attends quarterly workshop/training held by O.D. position

· Supports/coordinates training for quarterly theme

· Responsible to oversee the “VILLA VICTORY” program and to ensure the feedback gets back to the Discharge planners and Doctors.

· Serves as point person to ensure needs are being me for those on the TLC list. Develop TLC (Tender Loving Care) list reflective of residents and families who may have special needs that require more intensive monitoring. Initiate contact weekly to capture and resolve concerns. Meet with team on weekly basis to discuss needs and who will be added or deleted from list.

· Oversee PIC (Partners In Care) program. Will reach out to family to set up PIC meeting to review plan for patient, have them meet with specific depts. For signing of paperwork, and offer phone number for any issues.

· Primary focus on short stay population including – welcome, service issues, post discharge follow

up calls

· Facility retention program

· Identified as product champion for customer service

· Participates in sharing the Extra Step program as part of the facility’s general orientation

· Meets new resident and family members at the time of admission to share Concierge philosophy, offer support during transition process as well as introduce the center and key disciplinary team members.

· Ensures close contact with the new residents to uncover un-met needs

· Monitors weekly contact with the family of new resident for progress and\or concerns, document concerns and present concerns to team during daily morning meeting to determine plan of action and responsible department head for follow-up on concerns

· Responsible for customer satisfaction surveys to measure progress in delivering exceptional service. This includes the long term, short stay, new admission; 14 days post admission, and pre-discharge surveys.

· Ensures that Sympathy cards to families of expired residents and Birthday Cards to discharged residents are sent out

· Responsible for discussing Post DC surveys with patients as well as wellness calls within 48 hours of DC

· Manages and oversee the overall process of de-escalating resident and family concerns/issues.

· Attend all marketing meetings- help coordinates fundraisers.

· Will communicate daily with receptionist on all visitor goings and comings in order to meet and greet families and take all concerns as necessary

· Should be a member of the admission back up team for tours and sales.

· Present new admission welcome gift, poster board with names of Doctor and Guest service and mealtime to the new resident. Explain the role of guest services and provide a business card.

· Perform other duties as assigned.

REQUIRED SKILLS/ABILITIES:

· Ability to relate positively, effectively, and appropriately and independently with patient and families.

· Experience working on Care Transition Unit would be preferred.

· Strong verbal and written communication skills to perform the tasks required.

· Sufficient computer skills required to perform duties.

· Strictly follows policy and safeguards computer passwords and computer use authorities. Understands the importance of logging on and off the computer system and will consistently maintain all computer protocols.

·

EDUCATION and EXPERIENCE:

· High School diploma or equivalent, bachelor’s degree preferred.

· At least two (2) years’ experience in Long Term Care preferably in customer services.

ENVIRONMENTAL AND PHYSICAL REQUIREMENTS:

· Walking, reaching, bending, lifting, extended sitting, grasping, fine hand coordination, pushing and pulling, ability to distinguish smells and temperatures, all with or without the aid of mechanical devices is required.

· Limited potential for exposure to environmental hazards. Understanding and adherence to company safety standards and protocols required.

· Meet all health requirements as needed.

· Dialogue concerning ADA reasonable accommodations are always available upon request – i.e. the interactive process.

SHARED CODE OF CONDUCT:

B.E.T.T.E.R. is Villa's Service Excellence Code of Conduct. Becoming a member of the Villa Team includes upholding Villa’s B.E.T.T.E.R. standards every day: Be Welcoming To All, Establish a Relationship, Trust & Respect, Teamwork, Engage & Communicate & Recognize.

This description has been prepared to assist individual VILLA Facilities in evaluating various classes of responsibilities, skills, and working conditions. Facilities are independent Limited Liability Companies and are free to amend or promulgate other guidelines. This job description indicates the kinds of tasks and levels of work difficulty required of positions given this classification. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision. Nothing contained herein is intended or shall be construed to create or constitute a contract of employment or establish employment at will between any employee or group of employees and the facility. The facility retains and reserves any and all rights to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.

Villa Facilities are Equal Opportunity Employers and do not discriminate based on any protected right such as race, color, nationality, gender, age, disability or any protected applicable right under the National Labor Relations Act.

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