Guest Experience Navigator/ Social Worker

Location US-NY-New York
Posted Date 4 weeks ago(1/3/2022 12:36 PM)
Job ID
# Positions
ArchCare at Mary Manning Walsh Home
Experience (Years)
Social Work and Mental Health Services
Work Days Per Week
Shift Start Time
9:00 am
Shift End Time
5:00 pm
# Hours


Functions as the main contact/ liaison for patenst and families of the unit. Is responsible for patient satisfaction and social work functions.


Essential Functions

  • Functions as the point person for guest experience on the 8th Floor. This includes, but is not limited to:
  • Greeting call to the patient or primary contact prior to admission to communicate expectations and services
  • Ensures Suites are prepared and ready for new guests. Coordinates with EVS on this.
  • Greets guest in lobby and escorts them to their room.
  • Ensures that clinical assessments are completed timely and that rehabilitation evaluations are completed on day one.
  • Meets with the family/resident to obtain psychosocial data, and complete the admission assessment.
  • Is the person responsible for the satisfaction of guests on this unit.
  • On day 1 or before, starts discharge planning. Continues to work with guest, family and clinical team to provide a seamless discharge
  • Performs 24 hour satisfaction survey. Provides service recovery where needed.
  • Performs 72 hour satisfaction survey. Provides service recovery where needed.
  • Responsible for discharge survey collection and post discharge call post 72 hours from discharge.
  • Ensures that both welcome and discharge gifts are received.
  • Is empowered to ensure that guests receives the highest level of care and service possible. Communicates directly with Executive Director if and when needed
  • Assesses each new resident for depression using the appropriate scale and care plans accordingly.
  • Communicates all appropriate information on the new resident to the other departments.
  • Develops and determines the resident care plan in cooperation with other departments.
  • Obtains pertinent/current information regarding functioning from residents, families, staff and other departments.
  • Counsels residents and families as appropriate
  • Assures resident preferences are known and met in respects to activities, food choices, daily care schedules
  • Works very closely with the Program Director, Physical Therapy Coordinator and other departments to ensure guest’s preferences and needs are met.
  • Assures all required social work assessments are completed by regulatory schedule
  • Provides or organizes therapeutic recreation sessions on a daily basis with Guests on unit. This may include daily programs that are scheduled as well as ad hoc conversations, music provision, afternoon tea, other one-on-one visitation. Will work with the unit staff to assist in this endeavor.
  • Develops goals and objectives for individual residents.
  • Encourages family support systems for all residents as possible.
  • Provides group services where applicable.
  • Provides short-term, crisis intervention to residents as needed during the initial phase of adjustment and subsequent periods of acute illness or other significant events.
  • Encourages the families/friends of residents to maintain involvement with the resident and care givers.
  • Refers residents for home care services and provides information on community resources.
  • Completes required documentation.
  • Updates medical records regularly in accordance with NYS Department of Health regulations and best practices.
  • Is knowledgeable and keeps up to date on state regulations.
  • Designated person assumes responsibility for Social Services Department in the absence of the Director.
  • Assists other employees where needed.
  • Responsible and cooperative with residents, families, supervisors and fellow employees,
  • Collaborates with interdisciplinary team.
  • Provides assistance with resident care where applicable.
  • Promotes the organizations and department's image, philosophy and policies.
  • Follows organizational and departmental policies and procedures.
  • Follows assigned safety, security and fire procedures.
  • Reports any accidents and dangerous situations immediately.
  • Maintains confidentiality of organizational and resident information.
  • Performs other related duties as assigned.
  • Maintains professional attitude.
  • Maintains professional appearance.


Must be a licensed Masters Level SW.

Customer service skills are a premium

Good written and oral communication skills required


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