Responsibilities

• To manage incoming email messages/questions from families regarding residents in a calm and empathetic manner providing information and reassurance.
• Find opportunities to proactively connect with families regarding their family/whanau member’s condition and activity, excluding clinical updates.
• Manage a dedicated phone line for communications with residents’ families and advocates.
• Support residents with technology use, e.g. Skype (or similar) and other networking sites to remain connected with family/whanau
• Publish and distribute written communication as required
• Assist reception employees to provide additional support with visitor traffic at the front door
• Assist during down time with administrative activities (if required)

Competencies

• Proficient using communications technology – including phone system, laptop, and Microsoft-based software
• Strong interpersonal skills
• Empathetic and able to de-escalate heightened situations while remaining calm, kind and patient
• Solution focussed
• Good level of maturity
• Self-starter
• Ability to work independently
• Organised and structured in their thinking

Qualifications, Training and Experience

• Ability to translate information into easy to understand messages
• Action orientated and can-do attitude, happy to work independently when required
• Ability to think on your feet, re-prioritising workload and demands as situations evolve
• Ability to translate complex information into easy to understand messages
• Knowledge of a range of social media channels
• Preferable – experience in working with older people

Key relationships

• Residents and their families
• Care Home Manager
• Clinical Manager
• Unit Coordinator, Registered Nurse, Caregiver
• Other Care Home employees, including Kitchen, Housekeeping and Maintenance

Risk management and compliance obligations

• Responsible for understanding the risks, accountabilities, rules and processes associated with my role.
• Report issues, incidents and complaints in a timely manner.
• Understand the laws, regulations, policies and procedures that apply and ensure controls enabling compliance are built into documented processes and procedures
• Work in accordance with Bupa Health and Safety policy, always applying safe working practices and procedures and comply with all instructions given about ensuring health and safety at work.
• Apply information security skills and / or experience to effectively and securely perform the required obligations of the organisation

Role modelling Bupa’s values

• A primary responsibility of this role is to consistently behave according to Bupa’s values, and to be an exemplary role model of Bupa’s values every day.

Delivering fair outcomes for consumers and understanding your regulatory obligations

• Put fair treatment of customers at the heart of what you say and do. Be courageous and speak up if you believe our products or services do not deliver what we have led our customers to expect.
• Be accountable and take ownership for ensuring you are familiar with all regulatory requirements that fall within the remit of your role and comply with them at all times. Seek guidance if you need support understanding your regulatory requirements. Notify, without delay, any potential or actual breach of regulation.

Please apply online or email your CV to: colleen.porter@randstad.co.nz

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.