SKLD staffer's cares for residents as receptionist and CNA

Working in skilled nursing, especially these days, means wearing a lot of hats. The collaborative approach to the job means that skilled nursing team members are always ready to pitch in in many roles. And most employees spend time in various positions in the skilled nursing facility. No two jobs or even days are the same.

For Tanya Peterson at SKLD Zeeland, that means working as a CNA and as a full time receptionist at the West Michigan skilled nursing facility. Tanya’s worked as a CNA for over 26 years with experience in hospital and home healthcare. She joined SKLD Zeeland in March 2021. 

Tanya always knew that she wanted to be in the healthcare industry. She says, “I always knew I wanted to care for people because I was very close to my grandparents. Starting at 18 I’ve been in the healthcare industry, whether it was in a doctor’s office or nursing home. For me, it’s always been about taking care of people.”

Tanya has a unique perspective in caring for residents at SKLD because of her dual role as receptionist and CNA. Tanya shares, “Reception is taking care of families and residents even if it’s not always direct.”

Friendly face for skilled nursing facility

Working in reception affords Tanya the opportunity to deeply connect with the families. She says, “I gain a lot of relationships with the residents and families. The families call often so I have a rapport with them. If I see a familiar name on the caller ID, I’ll answer the phone, ‘Hi Jeff, how are you?’ They know it’s me without even hearing the SKLD name.” 

Tanya’s personality is able to shine in her role as receptionist.Tanya says, “I’m naturally friendly and talkative and that definitely helps me connect to residents and families. Residents may come to reception unhappy about something and just want a hug or pep talk. I’ll try to comfort them by validating their experience and trying to lighten the mood.”

Once a resident with a stroke was frustrated because he wanted to live closer to his family. Tanya says, “I said to him, ‘Hey, I know you want to be with your family, but I also know you don’t want to leave me because you love me.’ It made him smile and calmed him down.”

The job of reception entails much more than answering phones. Tanya says, “We are more like administrative assistants in terms of what we do. We’re responsible for tracking who enters and leaves the building and tracking COVID tests twice a week for residents and staff. We handle mail and meal delivery in addition to extra projects and printing.”

She continues, “There are also phone calls to families or helping a resident who comes to the office to call a family member. The job is very dynamic and full of multi-tasking.”

Treating skilled nursing residents like family

Tanya also works part time as a CNA part-time. “There are times when an extra set of hands is needed, and I’m there to help.”

From her experience, Tanya is a “pro” at tucking residents in at night. She says, “I’ve been a CNA for so long and have had a lot of overtime hours. I was often the one to get a resident up in the morning and still be there to put them to bed on a double shift.”

Tanya continues, “For me, it’s not just a resident. It’s Grandma, a friend who I am telling, ‘I love you’ and ‘Goodnight.’ Then in the morning he or she would wake up saying, ‘Oh, it’s you again.’ To me, they are family, and I treat them like that.”

Even when Tanya is working reception, if a call light goes on she is available to check on a resident. Tanya says, “The residents know they can stop and ask me for something. One resident is really into doing puzzles and will stop by to ask me to come check the status of his puzzle.” 

Tanya was recognized as Employee of the Month in December at SKLD Zeeland.

Connecting with skilled nursing residents 

Being a CNA is an asset even in Tanya’s role as a receptionist because she’s able to provide more meaningful updates to families. She says, “I had recently been working in the Alzheimer’s unit and was able to share tidbits of my experience with the family. Sometimes it’s hard with memory care behaviors or forgetful moods for the families. It’s nice to be able to share the happy moments that I was fortunate to experience.”

Opening up to the residents about what’s going on in her life is a great way to relate. Tanya shares, “I went on a cruise and leading up to it would share my excitement with the residents. I would tease, ‘I might not come back because I have to find a husband,’ or ‘I better go hit the gym because I’m going on a cruise.’” 

“Sharing the little things in my life and letting them know about me helps me connect. Residents often come to my door or office window to share about themselves because they know I care about them and will be excited to hear about it,” Tanya says.

Making an impact at SKLD Zeeland

Getting positive feedback and knowing she is making a difference makes the hard work in skilled nursing worthwhile for Tanya. She says, “Once a family member sent a thank you card for going above and beyond in all that I did for her mother. During the pandemic with window visits, I helped with that a lot and checked on her extra to make sure she was comfortable. I would go down there and do whatever I could.”

A resident once had a hard time going home for a weekend that didn’t work out. Tanya shares, “She came back upset, so I stopped to talk with her and gave her a little pep talk that made her feel much better. She has felt close to me since and the other day came to share good news with me.”

Tanya sincerely loves the residents and her colleagues, and they are why she does what she does. She says, “Seeing that the workers and management are there for the residents at SKLD warms my heart. No one is there just for the paycheck, they are there for the residents. Even when things are difficult, like during COVID, the most important work is what we can do for our residents.”

Tanya’s hard work and dedication earned her the December Employee of the Month. Whether it’s multitasking as a receptionist or caring for SKLD Zeeland’s residents as a CNA, SKLD Zeeland residents and staff are lucky to have her. 

For more information about SKLD facilities throughout Michigan, click here.