GENESIS HEALTHCARE SYSTEM
 

In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always. 

Position Details:

Work Shift:

Scheduled Weekly Hours:

Department:

Overview of Position:

ESSENTIAL DUTIES
1.    Providers leadership for daily staffing needs and collaborates with other areas as appropriate to address service needs 
2.    Coordinates education and training for team, new and continuing education
3.    Assists with customer service issues.
4.    Assists with staff development, coaching and counseling.
5.    Demonstrates understanding of medical diagnosis with correct spelling.
6.    Demonstrates complete understanding and ability to apply policies and procedures.
7.    Educate and monitor team performing trending analytics to determine system or process challenges.
8.    Trends and make decisions to implement process changes within their operations.
9.    Complete weekly huddles for communications and training 
10.    Trains new hires and existing staff on current systems and policies.
11.    Completes and posts employee schedules. 
12.    Maintains the highest level of professionalism and confidentiality at all times. 
13.    Maintains knowledge of necessary applications and systems. 
14.    Issues memos explaining new policies and procedures, post as necessary to keep staff informed.  
15.    Communicates and partners with other areas and/or departments.
16.    Demonstrates a willingness to stay late, work weekends or other shifts to accommodate department needs.
17.    Works on committees as needed.

QUALIFICATIONS
1.    High school graduate or equivalent.
2.    Minimum of 2 years experience in a customer service/office or call center environment, previous lead experience helpful.
3.    Excellent interpersonal, decision-making and problem-solving skills. 
4.    Ability to work independently and under pressure in a complex and changing work environment.
5.    Demonstrates a pleasant, positive and caring attitude. 
6.    Excellent computer and keyboarding skills 
7.    Ability to retain information and has excellent follow through. 
8.    Ability to provide outstanding customer service in working with internal and external customers and maintain a high degree of confidentiality. 
9.    Must possess problem-solving skills, strong organization and project management skills, and be able to prioritize and focus on multiple tasks concurrently.
 
PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS
1.    Living the Genesis Mission, Vision and Values
•    Performs work in a manner that is quality focused. 
•    Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.
•    Results oriented and focused on achievement of objectives.
•    Acknowledges and responds to the diversity of people and the situation.
•    Encourages peers (others) to be owners of change.
•    Always makes the effort to anticipate and exceed customer needs and expectations.
•    Possesses the ability to engage others with patience and understanding.
•    Acts in a manner that creates positive first and lasting impressions.
•    Demonstrates the ability to own issues until they are resolved.

2.    Patient Centered Care  (patients/families, physicians, co-workers, all other internal/external customers)
•    Introduces self and role…connects with everyone.
•    Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback.
•    Asks for and anticipates needs and concerns of others.
•    Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.)
•    Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately.
•    Responds to requests in an appropriate and timely manner.
•    Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed.

3.    Promotes Patient and Employee Safety 
•    Demonstrates safe Patient Handling (i.e. transfers, transport, care administration, nutrition, medication, etc.).
•    Demonstrates safe Materials Handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.).
•    Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment.
•    Demonstrates Slips/Trips and Falls Awareness.
•    Actively contributes to maintaining a safe, clean and quiet environment.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS
1.    Works in a noisy environment with continual interruptions.
2.    Must work at a computer terminal for 6-8 hours a day. 
3.    May be required to periodically rotate shifts and regular days off.  All system employees must be willing to work all shifts, extra hours, holidays and emergency shifts as required. 
4.    May be required to work at different registration locations (FCN, FCS, HealthPlex etc.)
5.    Must be able to lift 10 pounds, and frequently lift and/or move 25 pounds. 
6.    Must be able to push and pull COW”S (Computer on Wheels). 
7.    Be available to be on call for department every 3rd weekend or when needed. 

This description reflects in general terms the type and level of work performed.  It is not intended to be all-inclusive, nor portray the specific duties of any one incumbent.
 

Thank you for your interest in employment at Genesis. Genesis is committed to being an equal opportunity employer. Selection of applicants for employment is based only on qualifications and the requirements of a specific job.