Clinical Concierge

SERVANT LEADERSHIP:

Watercrest Senior Living Group associates answer a calling to serve seniors and their families every day. They are recognized for their achievements and empowered to share their vast experience with their peers ensuring the quality of our assisted living and memory care services and the well-being of our residents. Our associates champion a culture which nurtures relationships in the interest of acting as trusted advisors. By continuously investing in these servant hearts, Watercrest Senior Living Group develops value-centered leaders who deliver personalized services.

GENERAL SUMMARY:

The Clinical Concierge assures the day-to day care of our residents is provided in a sensitive, professional and effective manner. This position leads by streamlining the processes and effective communication flow for our primary care providers, ancillary services, therapies, community team, resident and family.

ESSENTIAL JOB FUNCTIONS:

• Schedules residents to be seen on each day (in conjunction with the primary care practitioner and Resident Wellness Director)
• Takes vitals for each resident to be seen that day, including weight, blood pressure, pulse, temperature, and documents all information in resident's chart
• Reviews resident schedule with team in morning meeting to determine any specific questions or concerns
• Provides any new paperwork or orders to the practitioner
• Manages resident flow to the clinic, keeps an efficient schedule, escorts residents to the clinic and stays with them during the visit if requested by either the resident or practitioner
• Assist physician and/or nurse practitioner in the clinic as needed
• Give instructions to residents when requested by the practitioner
• Works 1:1 with residents and/or families to establish self-management goals
• Schedule and conduct follow-up visits as needed
• Schedule specialist and other off-site appointments as needed
• Reminds residents 2-3 days prior to scheduled appointments, determines if there are needs they need addressed during the appointment
• Coordinates transportation to off-site visits (if provided) with appropriate community team members
• Advises families of off-site appointments as soon as scheduled, family alerted if they need to provide transportation
• Communicate any resident follow-up needs with wellness team and family
• May lead group educational or support groups for residents with chronic conditions
• Assist with assessments and plan of care development.
• Facilitate labs, documentation of labs, and communicating results to ordering provider and appropriate stakeholders.
• Audits resident charts to assure that all information is entered and accessible to the providers and wellness team.
• Sets up new residents in provider EMR updates insurance and other information as needed for existing residents.
• Ensure all related and required reports, releases, labs, and information is filed and available in residents' medical records prior to their appointment
• Reviews insurance payment options with residents and stakeholders.
• Schedules outside lab, specialist, and other appointments.
• Keep exam rooms stocked with adequate medical supplies, maintain instruments, prepare sterilization as necessary.
• Take telephone messages and provide feedback and answers to resident/physician/ pharmacy calls within 1 business day and immediately for urgent needs.
• Triage and process messages from residents and front office staff to providers.
• Report all resident changes in condition immediately to the Wellness Nurse or Resident Wellness Director
• Assure that established infection control practices are maintained
• Report all accidents and incidents as soon as possible to supervisor, no matter how minor
• Maintain the confidentiality of residents' personal care information
• Honor the residents' personal and property rights
• Be knowledgeable and prepared for emergency situations including disasters, fire and other emergencies
• Must be in company uniform and resident ready at all times
• Performs other related essential duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES:

• Healthcare field and medical specialty.
• Medical terminology.
• Knowledge of the physiology and psychology of the older adult.
• Knowledge of EHR.
• Able to communicate effectively with all levels of management, team members, residents, family members, vendors, referral sources and outside contacts
• Able to make independent decisions
• Must be able to communicate in a warm, friendly and caring manner
• Must possess a passion to work with and around senior citizens
• Knowledge of customer service principles and practices

EDUCATION REQUIREMENTS:

• High School Diploma or equivalent
• Successful completion of an approved medication administration course QMAP, Certified Medication Technician, C.N.A, C.H.H.A or C.M.A. certification.
• CPR certification / First Aid certification

EXPERIENCE REQUIREMENTS:

• Experience working with seniors preferred

PHYSICAL REQUIREMENTS:

The following physical demands are representative of those that must be met to successfully perform the essential functions of this position:

• Able to stand or walk 75% of the day
• Able to concentrate with frequent interruptions
• Able to work under stress and in emergency situations
• Able to work under conditions that require sitting, standing, walking, reaching, pulling, pushing and grasping
• Able to talk and hear effectively in order to convey messages, instructions and information to residents and team members
• Occasionally lift / carry up to 50 pounds.

OCCUPATIONAL EXPOSURE / PERSONAL PROTECTIVE EQUIPMENT:

• Work in all areas of the community
• Subject to reactions from dust, disinfectants and cleaning chemicals and may be exposed to infectious waste, diseases and other conditions
• Required to use personal protective equipment and supplies to prevent burns, falls, and infection and follow safety policies and procedures
• Personal protective equipment includes infection control kit, rubber gloves and non-slip shoes
• Subject to infectious diseases, substances and odors
• Follow Safety Policy & Procedures