The Hospitality Coordinator will oversee all aspects of the hospitality desk of Hahnemann Square-Independent Living, Laurelwood Assisted Living, along with Laurel Way Memory Care, with direct supervision of all other receptionists, work in collaboration with the Transportation Supervisor and Director of Laurelwood, providing exceptional customer service to residents, families, staff, and visitors of our community. They will also be responsible for administrative support to the Laurelwood Care Team, managing residents’ doctor appointments, (PCP, Podiatrist, Audiologist), arranging transportation, along with assisting in various administrative tasks to ensure we are in full compliance of NYS Department of Health regulations.

Performance Outcomes, Hospitality & Customer Service:

Direct oversight for all aspects of the Hospitality Desk and all other Receptionists, including meeting their performance outcomes, interviewing, hiring, training/orientation, scheduling, staff meetings, performance appraisals, and terminations. Responsibilities also include:

1. Work in collaboration with the Transportation Supervisor assuring that all transportation needs are being met.
2. Responsible for covering down-shifts and callouts whenever needed to provide continuity of coverage at the Hospitality Desk.
3. Meet one-on-one with all new residents shortly after their move-in to review all services offered by the Hospitality Desk and help orient them to The Highlands.
4. Ability to work autonomously and resolve conflicts without involvement of higher authority, to the extent possible.
5. Ability to multi-task and prioritize in a highly visible, fast-paced environment with continuous disruptions.
6. Communicate (in writing) effectively and efficiently in the Communication Log, a tool used by receptionists and other management staff to keep them informed of community/resident incidents and other pertinent information.  Verbally communicate with RN Case Manager and/or Resident Health Services Advocate in the event of urgent resident issues.
7. Responsible for well-organized operation of Guest Apartment activity.
8. Answers telephone and responds appropriately and relays messages promptly and accurately.
9. Responsible for covering down-shifts and callouts whenever needed to provide continuity of coverage at the Hahnemann Square and Laurelwood Hospitality Desk.
10. Meet one-on-one with all new residents shortly after their move-in to review all services offered by the Laurelwood Hospitality Desk and help orient them to Laurelwood and the entire community.
11. Ability to work autonomously and resolve conflicts without involvement of higher authority, to the extent possible.
12. Ability to multi-task and prioritize in a highly visible, fast-paced environment with continuous disruptions.
13. Communicate (in writing) effectively and efficiently in the Communication Log, a tool used by receptionists and other management staff to keep them informed of community/resident incidents and other pertinent information.  Verbally communicate with RN Case Manager and/or Resident Health Advocate in the event of urgent resident issues.
14. Assists Marketing and HR when visitors come into the community.
15. When needed fill in at the Hahnemann Square Hospitality desk for lunch breaks.
16. Manages newspaper subscription and delivery to residents.
17. Works with mail carrier and families to ensure residents are sending and receiving mail and packages correctly.

 Performance Outcomes, Administrative:

1. Manages all LW Resident needs including MD appts, transportation needs, dining reservations, submitting work orders and other requests.
2. Assists in inputting data and completing the daily reporting for the Health Commerce System.
3. Provides for proper identification of residents to include name tags, charts, room door, disaster tags, according to procedures.
4. Maintains Resident phone list and Birthday lists, family email/ contact lists, resident’s doctor contact lists.
5. Manages Admission and Discharge binder to ensure we are following DOH regulations.
6. Manages Hospital transfer list and ensures evening staff are following up with global procedures.
7. Transcribes monthly meeting minutes, and distributes to residents, families, other staff.
8. Attends Community Status weekly meeting and gives input as they see fit regarding resident’s well-being
9. Maintains residents’ records and forms in an orderly and neat fashion. Maintains all files for at least 7 years
10. Maintains an ongoing record of residents leaving the community.
11. Prepares chart for new admissions
12. Provides updated identification data for sheet to finance and Health Information as needed
13. Assists with faxing physician orders to MD offices and faxing insurance copies as needed or as directed from RN Case Manager.
14. Maintains logs for dentist, ophthalmologist, dental hygienist, hairdresser, and podiatrist, as per established schedules.
15. Prepares monthly Medication Assistance Record for review by the nurse manager or designee.
16. Maintains Policy and Procedure binder alongside Director of Community Health Services.
17. Maintains required posting bulletin board alongside Resident care office, Laurel Way and employee postings.
18. Maintains monthly updates to all paperwork for Communication binders in both Laurelwood and Laurel Way.
19. Manages all inventory and ordering of supplies from Staples, Medline, Briggs, WB Mason etc.
20. Maintains front desk, care office and Doctors office printers and ensures they all have enough supplies.
21. Performs other duties as assigned by the Director of Laurelwood Assisted Living

Resident Medical Records:

• Files resident information accurately, timely and maintains medical record in an orderly neat fashion.
• Thins current medical records as per policy.
• Assembles discharge medical records and forwards to Health Information.
• Assists in getting residents to assigned areas as scheduled.

Qualifications

Education & Experience:

• High School Diploma or GED equivalent required.
• 2-3 years of administrative/clerical experience in healthcare is required.
• Medical terminology knowledge is strongly preferred.
• General knowledge of computers and telephone systems.
• Must have a strong working knowledge of Microsoft Word, Excel, and PowerPoint.
• Must possess excellent telephone and interpersonal skills.

FT, Monday- Friday, 8:00 am-4:30 pm.

NE Pay Range: $18.00hr- $27.00hr. *Experienced Based Pay