Client Relationship Coordinator

Athulya Assisted Living; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Athulya Assisted Living in Bengaluru invites a Client Relations Executive to enhance resident and family experience, drive occupancy through effective lead conversion, and coordinate tours, admissions, and service communications.

The role requires 3–6 years in guest relations or healthcare-admissions, with strong communication, empathy, and CRM/ERP proficiency; you will liaise with multiple teams to ensure smooth onboarding and ongoing satisfaction.

Qualifications

• Graduate/Postgraduate in Hospitality, Healthcare Management, Social Work, Psychology, or related field.
• 3–6 years in guest relations, resident services, healthcare, hospitality, or admissions.
• Proficiency in English and local language preferred; strong communication and empathy.

Responsibilities

• Lead Management & Conversion: handle walk-in, referral, and enquiry leads; conduct structured centre tours; explain services and amenities; address queries; maintain CRM records; track conversions.
• Resident Onboarding & Transitions: coordinate onboarding and orientation; support room changes, care transitions, and admissions/discharges.
• Resident & Family Engagement: act as liaison between residents, families, and facility management; conduct regular check-ins; coordinate meetings.
• Grievance Management & Service Recovery: receive, document, resolve complaints; escalate and close critical issues; implement recovery actions.
• Experience & Engagement Programs: collaborate with Wellness, Nursing, Dining, and Operations; support events; collect feedback via surveys.
• Internal Coordination: work with Nursing, Resident Services, Kitchen, Housekeeping, Maintenance, Security; ensure preferences are communicated.
• Communication, Reporting & Compliance: prepare communications and updates; maintain profiles and logs; report on guest satisfaction and lead conversions; ensure SOPs and confidentiality.

Skills

Communication

Persuasion

Empathy

Conflict resolution

Relationship management

Education

Graduate/Postgraduate in Hospitality, Healthcare Management, Social Work, Psychology, or related field

Tools

CRM systems

ERP tools

MS Office

Lead management & feedback tracking systems

Job description

Position Title: Client Relations Executive

Reporting To:

Unit Manager

Supervises:

Not Applicable (Individual Contributor Role)

Role Purpose

To manage and enhance the overall resident and family experience within the assisted living facility while supporting occupancy growth by converting enquiry leads into admissions through effective centre tours, relationship building, and clear communication of services and amenities.

Key Responsibilities

1.Lead Management & Conversion

• Handle walk-in, referral, and enquiry lead in coordination with the admissions and marketing teams.
• Conduct structured centre tours for prospective residents and families.
• Explain assisted living services, care models, amenities, safety features, and lifestyle offerings.
• Address queries, clarify concerns, and build trust to support lead-to-admission conversion.
• Maintain accurate lead follow-up records and update CRM systems.
• Track conversion metrics and share periodic reports with the Unit Manager.

2. Resident Onboarding & Transitions

• Coordinate smooth onboarding and orientation for new residents and families.
• Support room changes, care transitions, temporary leaves, and exits.
• Ensure accurate communication and documentation during admissions and discharges.

3. Resident & Family Engagement

• Serve as the primary liaison between residents, families, and facility management.
• Build strong, empathetic relationships with residents and their families.
• Conduct regular check-ins to understand resident needs, preferences, and concerns.
• Coordinate and facilitate resident and family meetings.

4. Grievance Management & Service Recovery

• Receive, document, and resolve resident and family complaints in a timely manner.
• Escalate critical concerns to the Unit Manager and ensure closure.
• Implement service recovery actions to maintain high satisfaction levels.

5. Experience & Engagement Programs

• Collaborate with Wellness, Nursing, Dining, and Operations teams to enhance resident experience.
• Support resident engagement activities, celebrations, and community events.
• Collect and analyse feedback through surveys and interactions.

6. Internal Coordination

• Work closely with Nursing, Resident Services, Kitchen & Dining, Housekeeping, Maintenance, and Security teams.
• Ensure resident preferences and special requirements are communicated and implemented.
• Follow up on service requests for timely resolution.

7. Communication, Reporting & Compliance

• Prepare resident and family communications, notices, and updates.
• Maintain resident profiles, grievance logs, and lead conversion records.
• Submit regular reports on guest satisfaction, grievances, and lead conversions.
• Ensure adherence to SOPs, service standards, and confidentiality requirements.

Job Specification Client Relations Executive

Criteria

Details

Education

• Graduate/Postgraduate in Hospitality, Healthcare Management, Social Work, Psychology, or related field

Experience

• 3–6 years in guest relations, resident services, healthcare, hospitality, or admissions

Knowledge

• Assisted living operations, geriatric care environment, customer experience, lead conversion

Skills

• Communication, persuasion, empathy, conflict resolution, relationship management

Behavioural Attributes

• Compassionate, confident, service-oriented, trust builder

Languages

• Proficiency in English and local language preferred

Tools Familiarity

• CRM systems, ERP tools, MS Office, lead management & feedback tracking systems