Resident Success Liaison

About the role

The Resident Success Liaison serves as an extension of the Director of Resident Success in supporting resident satisfaction, engagement, communication, and service excellence throughout the community. This position assists in overseeing Concierge operations while supporting resident relations, service coordination, operational continuity, and interdisciplinary collaboration across the continuum of care. Under the direction and delegation of the Director of Resident Success, the Resident Success Liaison helps ensure residents, families, guests, and staff receive timely support, exceptional customer service, and a seamless community experience. The Resident Success Liaison also assists in operational leadership, resident support initiatives, emergency response coordination, and departmental oversight as assigned.

Responsibilities

• Carry out assigned resident service and operational support functions under the direction of the Director of Resident Success.
• Maintain a visible presence within the community and act as a primary point of contact for residents, families, guests, vendors, and staff under the direction of the Director of Resident Success.
• Provide day-to-day support, guidance, and communication assistance to Concierge team members under the direction of the Director of Resident Success.
• Assist in ensuring Concierge desks remain organized, operationally prepared, and equipped with accurate information, communication tools, emergency resources, directories, and operational materials necessary to support residents, families, visitors, and staff.
• Participate in resident care, interdisciplinary meetings, service coordination, and resident support discussions as directed by the Director of Resident Success to promote resident-centered communication and continuity of care.
• Serve as a de-escalation resource for resident and family concerns, complaints, and challenging situations utilizing professionalism, empathy, discretion, and conflict-resolution skills.
• Attend meetings, committees, and operational commitments as assigned by the Director of Resident Success to ensure continuity of departmental leadership and support.
• Support resident move-in, move-out, and transition processes through communication and coordination with residents, families, and internal departments.
• Collaborate with nursing, dining, life enrichment, housekeeping, maintenance, security, and other departments to support a seamless resident experience and timely follow-through on resident needs.
• Assist with coordination of Concierge operations, workflow, support, and service, as assigned by Director of Resident Success.
• Maintain departmental records, reports, databases, and compliance documentation as assigned.
• Assist the Director of Resident Success with departmental budgeting, payroll preparation, financial tracking, reporting, supply management, staffing coordination, and operational oversight where appropriate.
• Participate in investigations, incident follow-up, documentation, and resolution of resident, guest, staff, or operational concerns as assigned by the Director of Resident Success.
• Assist with department coverage needs as assigned.
• All other duties as assigned.

Requirements

• Associate or Bachelor’s Degree preferred in hospitality, communications, business administration, gerontology, social work, healthcare administration, or related field (or equivalent experience).
• Minimum of 3-5 years of experience in senior living, hospitality, customer service, resident services, healthcare operations, or related field preferred.
• Previous leadership or supervisory experience preferred.
• Ability to communicate professionally and effectively with residents, families, visitors, associates, and external partners.
• Strong organizational, multitasking, and problem-solving abilities.
• Ability and willingness to learn new software systems and operational platforms.
• Must maintain confidentiality of resident, associate, and departmental information.