Resident Services Manager

Primary Job Purpose: The primary job functions are to oversee the departments of admissions, social services/case management, and activities mentor (activities and beauty shop). Work with the Care Center Administrator, and Director of Nursing to coordinate new admissions. Responsible for making sure the admission process is smooth for the neighbor and/or responsible parties. Enhance the census development program of Eben Ezer Lutheran Care Center thru creating positive community relations and public image. To help coordinate the admissions process into residential care and to manage change initiatives for the organization that improve quality of care for the neighbors and/or other customers. Will have oversight of the Family Council, Resident(neighbor) Council and other support groups.

Customer Service: Adherence to the MOSES program to include Mission, Ownership, Success, Excellence, and Service.

Essential Job Functions :

• Practice the Values, the Mission, and the Philosophy of Eben Ezer Lutheran Care Center.

• As Resident Services Manager, provides Care Center Administrator and D.O.N. with feedback regarding Social Services/ Case Management, Activities and Beauty Shop Teams' performance.
• Coordinate the admission process. Is responsible for taking the initial admission calls, conducting tours, and for performing pre-admission assessments on prospective neighbors. Reviews prospective admission information/ documentation with Director of Nursing and/or Administrators.
• Manage all referral contacts tracking the outcome of each inquiry in Point Click Care CRM and manage waiting lists.
• Discusses the admission process with neighbors and/or responsible parties prior to admission.
• Reviews admission packets to neighbors and/or responsible parties prior to admission, or organizes designee.
• Ensures all necessary documentation, special authorizations and orders are received prior to admission.
• Assists in making sure neighbors rooms, equipment and supplies are ready prior to admission.
• Fosters strong relationships with hospitals, clinics and other care providers through visible presence and follow through of requests.
• Share Eben Ezer data analytics with referral sources.
• Works with inter-disciplinary team to ensure a smooth transition for neighbors into the Eben Ezer community.
• Performs 30-day follow up call on Medicare A discharges that still had days remaining to see if further services are needed.
• Tracks all inquiries and admissions and looks for ways to turn inquiries into admissions.
• Assist with acquiring medical records from other sources as needed.
• Responsible for hiring, training, and coaching team members.
• Sets clear expectations for each team member.
• Responsible for communicating regularly with Social Services/Case Management, Activities and Beauty Shop teams and relaying pertinent information gathered from job-specific meetings/events.
• Responsible for developing, updating, and implementing departmental policies and procedures.
• Serves as "point person" prior to, during and post survey.
• Distributes information to Social Services/Case Management, Activities and Beauty Shop Teams pertinent to necessary audits, neighbor interviews, required documentation, etc.

• Ability to maintain a professional working relationship and image with staff, neighbors, agencies, and families through dress, behavior, and speech.
• Dedicated to meeting the expectations of customers and maintaining effective relationships with customers, gaining their trust and respect.

• Shall provide orientation to new neighbors and their families (including an explanation of residents' rights, advanced directives, house rules, etc.).

• Participate in the admission process, including assessments of potential neighbors as required.

• Address psychosocial needs of individuals or groups, either directly or by referral to community agencies as needed.

• Assist neighbors and families in coping with the medical and psychosocial aspects of neighbor's illness and disability as well as the stay in the facility.

• Communicate with neighbors' families when concerns or needs arise.

• Provide appropriate referrals to community services such as mental health.

• Coordinate transfers (room changes) within the community and assist neighbors in adjusting to the transfer.

• Assist neighbors with accessing outside resources, such as applying for Medicaid and recertification, when family is not available.

• Assist neighbors with financial management.

• Respond to neighbor complaints and act according to the community's grievance procedure.

• Respond to allegations of abuse / neglect according to the community policy.

• Shall review pertinent neighbor incident reports and respond to issues of immediate concern or trends.

• Participate in neighbor assessment (MDS) and care planning, reviewing and updating at least quarterly or as scheduled.

• Develop a discharge plan for each neighbor and record in the medical record within fourteen days of admission. Update quarterly in care plans. Initiate discharge plan and help with coordination of additional services as needed.

• Record information of psychosocial history in the medical record within fourteen days of admission and review at least annually.

• Record progress notes in the medical record at least quarterly, the initial progress note being done within fourteen days of admission.

• Attend required meetings such as Medicare, Psychopharmacological Committee, Huddle, CQI Committee and others as needed.

• Provide required education to Eben Ezer staff for new team member orientation, CNA training and annual in-services.

• Obtain the necessary knowledge of State and Federal Regulations.
• Must maintain confidentiality of all work- related information according to HIPAA regulations.

• Assure neighbor rights, privacy, and HIPAA regulations are followed.
• Facilitate Family Council Meetingsand follow through with concerns and questions.

• Ability to communicate a compelling and inspired vision that is sharable by everyone and can inspire and motivate entire neighborhoods or organizations.
• Committed to continuous improvement through empowerment; is willing to re-engineer processes from scratch.
• Ability to effectively cope with change and deal with ambiguity.
• Be an advocate for the neighbors.
• Provide opportunities for recreation, work, education, worship, self-maintenance, and social and interpersonal relationships for neighbors, while encouraging their participation, independence, and self-expression.
• Provide a vision for meaningful activities program and encourage team to be innovative in programing for neighbors.
• Plan, organize, schedule, and monitor individual and group activities and special programs (such as crafts, games, trips, parties, and the like) for neighbors.
• Inform and update neighbors and team members as to regular activities and special programs. Develop effective communication with administration and with other department heads, and coordinate the program with other campus services.
• Assemble and utilize all equipment within the community kitchen for special events.
• Maintain activity areas, equipment, and supplies in a safe, clean, and orderly manner and keep inventory of and order necessary materials.
• Be on call for weekends and holidays as scheduled.

Qualifications, Education, and Experience: Education equivalent to a bachelor's degree in social work, human service field or geriatrics; or experience related to social work or human services. Must possess a valid Colorado driver's license. Must follow transportation procedures.

Required Experience/Skills: 2-5 years experience with elder population. Must have knowledge and ability in the use of a computer. Experience working with older adults and others with special needs preferred. Group facilitation and solid interpersonal communication skills.


Other Skills and Abilities : Ability to work independently in completing work assignments and manage time efficiently. Ability to multi-task and work with stressful situations. Must have the ability to communicate effectively both verbally and in writing. Ability to facilitate teamwork between departments and to assure the neighbors are provided the best possible care.

Material and Equipment used: Computer, calculator, clothing labeler, telephone, copier, fax machine and shredder.

Working Environment/Physical Activities: Working in an office as well as throughout the community including neighbor rooms. Must be able to push/pull up to 250 pounds regularly using a wheelchair. Must be able to lift 0-50 pounds regularly by self and 50+ pounds occasionally with assistance. Sits, stands, bends, walks, reaches, lifts, pushing wheelchairs, and moves intermittently during working hours. Is subject to physically ill neighbors as well as hostile and emotionally upset neighbors and/or families.

Working Hours: May work beyond normal working hours, occasional weekends and holidays as needed. Flexible per departmental responsibilities and as directed by Care Center Administrator.


Working Location: This is not a remote position and work must be performed in-person.

BENEFITS OFFERED

Full-time opportunities include:

1. 3 different Medical Insurance options with two that qualify for an HSA account, offered at the beginning of the month following 60 days of employment
2. Dental & Vision Insurance - offered at the beginning of the month following 60 days of employment
3. Free Telehealth Coverage free access to general medicine doctors, mental health therapists and psychiatrist, dermatologists, nutrition counseling, neck and back care and expert medical advise (offered at the beginning of the month following 60 days of employment)
4. Free AD&D and basic life insurance after 1 year of service
5. Many Voluntary Benefits Available Life and AD&D, Whole Life, Accident, Critical Illness, Hospital Indemnity (offered to full and part-time team members)

Other Benefits

1. 401K with generous matching
2. Accrued Paid Leave Time, Paid Sick Leave and Long-Term Sick
3. Food available daily with our dining services team
4. Access to employee discount programs