Guest Relations Coordinator

Job Overview

The Guest Relations Coordinator is responsible for creating an exceptional resident and family experience at ARIA of Brookfield. This position will oversee the facility's grievance program in its entirety, ensuring resident and family concerns are heard, documented, investigated, addressed, and followed through to resolution. The Guest Relations Coordinator will serve as a visible and trusted resource for residents and families while working closely with the Administrator and Regional Director of Admissions to ensure a smooth and welcoming admission experience. This position should have a strong desire to be present for all new admissions and return admissions whenever possible and will play an active role in preparing for the resident's arrival, welcoming the resident, assisting with the transition into their room, and following up throughout their stay.

Qualifications

• CNA certified preferred but not required
• Must have experience in a healthcare, customer service, hospitality, senior living, or long-term care environment
• Excellent communication, interpersonal, and problem-solving skills
• Must be organized and able to manage multiple concerns and follow-up items at the same time
• Must demonstrate patience, tact, a cheerful disposition, and enthusiasm when working with residents, families, visitors, and staff
• Must be comfortable addressing concerns and working through difficult situations in a professional and compassionate manner
• Must be able to maintain strong working relationships with the Administrator, Regional Director of Admissions, nursing leadership, social services, department heads, residents, and families
• Must be knowledgeable and comfortable using Microsoft Office and electronic documentation systems
• Must maintain confidentiality of resident information, including protected health information
• Must demonstrate a strong commitment to resident rights, dignity, choice, and quality of life

Responsibilities

• Oversee the facility's grievance program from initial concern through resolution and follow-up
• Receive, document, investigate, and follow up on resident and family grievances and concerns
• Maintain an accurate grievance log and ensure appropriate documentation is completed timely
• Follow up with residents and families after concerns have been addressed to ensure satisfaction
• Identify recurring concerns and trends and communicate them to the Administrator and appropriate department leaders
• Make every effort to be present for all new admissions and return admissions
• Welcome new and returning residents to ARIA of Brookfield and serve as a familiar face during their transition
• Ensure resident rooms are ready prior to admission or return admission
• Identify and communicate any housekeeping, maintenance, nursing, equipment, or other room-readiness concerns before the resident arrives
• Assist new residents and families with putting personal belongings away and getting settled into their rooms
• Assist with the inventory of personal belongings for new residents
• Help identify and follow up on missing, damaged, or misplaced resident belongings
• Round throughout the building and regularly engage with residents to identify concerns before they become formal grievances
• Serve as a resident advocate and ensure residents feel heard, respected, and valued
• Participate in resident care conferences when a resident has expressed concerns or grievances and additional advocacy is appropriate
• Work with the interdisciplinary team to ensure resident concerns discussed during care conferences are addressed and followed through
• Follow up with residents after care conferences to ensure concerns have been addressed
• Work closely with the Regional Director of Admissions to review upcoming admissions and prepare for the resident's arrival
• Work closely with the Administrator regarding significant grievances, resident satisfaction concerns, and opportunities for improvement
• Maintain strong communication with nursing, social services, housekeeping, dietary, activities, maintenance, therapy, and other departments to ensure resident concerns are resolved
• Help create a seamless transition from the admissions process to the resident's ongoing experience at ARIA of Brookfield
• Assist with special events and resident engagement activities that promote positive resident and family relations
• Recognize positive resident experiences and communicate compliments and successes to staff and leadership
• Maintain confidentiality of resident care information, including protected health information
• Report known or suspected incidents of unauthorized disclosure of protected health information
• Participate in quality improvement activities related to resident satisfaction, grievances, customer service, and the overall resident experience
• Close the loop on every concern: Listen, Document, Communicate, Resolve, Follow Up, and Confirm Satisfaction

Benefits

• Competitive Pay
• Health Insurance including Dental and Vision
• Paid Time Off for Sick, Vacation, and Holidays
• Employer Matched 401k
• Daily Pay
• Employee Perks Website
• Opportunity to make a meaningful difference in the lives of residents and families