Hospitality Concierge Coordinator (23628)

Qualifications

• Certified as a Nursing Assistant with a valid certification
• Minimum 1 year in a Long-Term Care setting
• Minimum 2 years in customer service, hospitality, hotel, concierge, guest services or related experience preferred
• Experience working in luxury hospitality, healthcare hospitality, senior living, or customer facing environments in highly desirable
• Exceptional interpersonal and customer service skills
• Excellent verbal and written communication skills
• Strong problem-solving and conflict-resolution abilities
• Ability to remain professional under pressure
• Strong organizational and multitasking capabilities
• Proficiency in Microsoft Office suite of products
• Demonstrated commitment to service excellence and guest satisfaction

Essential Functions

• Serve as the primary hospitality contact for new admissions and their families
• Conduct pre-admission welcome calls to introduce the facility, answer questions, and provide admission information
• Cook up with facility departments to ensure rooms are clean, prepared, and admission-ready
• Gather patient preferences, personal interests, routines, and comfort needs to support person-centered care
• Greet new patients and families upon arrival, providing a warm, personalized welcome
• Escort patients and families throughout the admission process and assist with orientation to the facility
• Build positive relationships with patients, residents, visitors, and family members
• Ensure patients and families understand facility resources, services, and key contacts
• Provide ongoing support and assistance throughout the patient's stay
• Conduct several customer service rounds and follow-up visits during the first 72 hours following admission
• Document concerns, requests, and service opportunities and communicate them to appropriate departments daily
• Promote patient dignity, respect, and individualized service
• Act as a liaison between patients, families, and interdisciplinary team members
• Coordinate initial telehealth visit with Nurse Practitioner within 36 hours of admission
• Facilitate communication between nursing, therapy, nutrition, activities, social services, housekeeping, and administration
• Aid families with questions regarding schedules, services, visitation, and general facility operations
• Assist families with concerns and communicate them and resolve them in a timely manner
• Support facility leadership in maintaining effective communication with residents and families
• Proactively identify and resolve service issues before they escalate
• Investigate customer concerns and follow through to resolution
• Maintain documentation of service recovery actions and outcomes
• Escalate clinical concerns immediately to licensed nursing staff
• Follow up with patients and families to ensure satisfaction with resolutions
• Ensure a welcoming, professional, and comfortable lobby and reception environment
• Support special events, celebrations, family meetings, and facility engagement activities
• Aid visitors with wayfinding, directions, and general information
• Promote a culture of excellence and customer service throughout the facility
• Support patient and family satisfaction initiatives
• Aid leadership in improving CoreQ satisfaction outcomes
• Participate in customer service training and quality improvement activities
• Monitor trends in patient and family feedback and communicate opportunities for improvement
• Aid in hospitality-based programs designed to improve resident engagement and satisfaction
• Maintain confidentiality of patient information in accordance with HIPAA regulations
• Follow all facility policies, procedures, and safety guidelines
• Attend required training and in-service education programs
• Perform additional duties as assigned

Benefits

• 401K with match
• CEU reimbursement
• Vacation, sick, holidays
• Medical, dental, and supplemental insurance Plans
• Highly competitive compensation package