Jacaranda Trace - Member Services Coordinator Full-time Job

JOB SUMMARY

The Member Services Coordinator is responsible to maintain ongoing counsel and assistance to our resident members and build a collection of quality community resources to enhance their well-being, such as local healthcare professionals, service and agency organizations, community service programs, and support groups. The Member Services Coordinator will work with other community staff to support resident members and loved ones, including both planned and unplanned health and medical events. The Member Services Coordinator reports to the Director of Health Services.

ESSENTIAL FUNCTIONS

It is understood that every incidental duty connected with operations listed in the job description is not always specifically described, and that employees, at the discretion of management, may be required to perform duties not within their job descriptions. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• 
  Coordinate and assist with both planned and unplanned health and medical events for resident members
• Assist with pre-residency assessments of potential resident members
• Ensure confidentiality of all resident member’s information and documentation
• Maintain essential records on all resident members served and document activity as appropriate
• Work with Nurse Navigator to identify resident members in need of service, either by direct referral or by the regular review of incident reports to monitor and assess resident members who may be at risk and make appropriate referrals to services if necessary
• Assess, intervene, and work to resolve issues regarding a resident members’ care and safety
• Provide psycho/social support to resident members and loved ones and assist with any transitions of care or upon termination of their membership and vacating their unit. Make condolence call or visit with the loved ones after the passing of a resident member.
• Collaborate ongoing with the Transitions of Care team to make recommendation and assist the Nurse Navigator in the facilitation of any changes in level of care.
• Coordinate with community staff any transfer to the on-site healthcare and helping make introductions for the resident member and their loved ones to the key leadership and care team. Provide information and support to the resident member to assure a smooth transition and timely clearing of resident member’s former residence or unit.
• Support the resident member’s Welcome Committee to help make initial introductions during the first week of a new resident member’s arrival to the community
• Conduct a follow up home visit within thirty (30) days after the resident member moves into the community to assure they are adjusting to their new and community surroundings.
• Educate and encourage resident members about the importance of maintaining Advance Directives; i.e. Living Will, Health Care Surrogate, Durable Power of Attorney documents and facilitates completion of such documents. Assist in maintaining such records in the event of an emergency for sharing with their healthcare provider or other approved representative.
• Facilitate and coordinate with the executive team New Resident Member Orientation at least quarterly to educate new and existing resident members about the various functions, policies, programs, and services of all departments
• Monitor security and incident reports with the Nurse Navigator and provide follow up as needed. Respond to weekend/after hour deaths/emergencies when necessary.
• Collaborate effectively with internal departments and all levels of personnel on a wide variety of resident member issues and provide education to community staff.
• Continue to enhance professional skills through continuing education, community services, leadership training, and other professional activity. Share knowledge gained from training and educational services
• Review policies with resident members for educational purposes as well as non-compliance when required
• Coordinate and conduct with the Security department an annual “Rules of the Road” training for resident member’s use of electronic motorized vehicles (EMVs) at the community. Ensure EMV registration for all resident members
• Serve as a liaison with other health and wellness facilities and organizations in the local community
• Assist with planning, executing and staff annual community Wellness Fair for residents and staff
• Regular and reliable attendance is an essential function of this job

ESSENTIAL MENTAL AND PHYSICAL FUNCTIONS

The essential mental and physical functions listed below are required in order for an employee to be able to perform the essential functions of this position.

• Ability to read and write, follow written and verbal instructions, and communicate effectively in English.
• Thinking critically; defined as reading, understanding, and taking appropriate action on detailed and complex information.
• Sitting for long periods of time
• Walking long distances daily
• Repetitive actions/motion of one or both hands
• Hearing ordinary conversation and office sounds
• Verbal communication in person and on the phone
• Written communication by hand and on PC
• Work schedule includes evenings, weekends and holidays as needed.

WORKING CONDITIONS

Work is conducted primarily in a senior living community and its surrounding grounds. This position involves a wide variety of environmental and atmospheric conditions. This position frequently requires working within strict deadlines, under stressful conditions and with a variety of personalities, who may at times be emotional.

MINIMUM QUALIFICATIONS

• Associates or bachelors degree in Social Work or field of human services, preferably geared towards older adults
• 2 years professional experience in a senior living or healthcare setting, CCRC or Life Plan Community a plus;
• License or certified as a Social Work preferred, but not required
• Valid Florida Drivers License
• Computer literacy which includes, but is not limited to, Microsoft Office suite
• Outstanding communication and interpersonal skills
• Ability to be flexible with work schedule as required including nights, weekends and on-call