Customer Experience & Admissions Coordinator

Kannapolis-Health-and-Rehabilitation; Concord (NC); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Competitive pay

Holiday pay

Paid time off

Online learning

Discounts

Assistance fund

Community impact

Job summary

Avardis Health in the United States is seeking a Customer Experience & Admissions Coordinator to enhance resident and family satisfaction, support admissions readiness, and promote hospitality across the facility. You will partner with nursing, dietary, and admissions teams to ensure smooth transitions and room readiness, while safeguarding HIPAA requirements.

The role emphasizes service excellence, Google reputation management, and post-discharge engagement, with a focus on compassionate care

Qualifications

• High school diploma or equivalent required.
• Healthcare, admissions, business development, social services, or hospitality experience preferred.
• Excellent communication and interpersonal skills.
• Strong organizational and customer service skills.
• Proficiency with Microsoft Office and electronic medical records preferred.
• Ability to interact effectively with residents, families, staff, physicians, and community partners.

Responsibilities

• Champion a positive resident, family, visitor, and referral source experience throughout the facility.
• Welcomes new residents and families, assists with admissions and orientation, completes required documentation.
• Coordinate room readiness for admissions with Nursing, Housekeeping, Maintenance, Laundry, Dietary, and Admissions teams.
• Serve as the facility Google Champion, monitor online reputation trends, share positive feedback, and partner on service improvements.
• Complete post-discharge follow-up within 72 hours, document outcomes, identify concerns or gaps, escalate as needed.
• Monitor facility presentation, service standards, and customer satisfaction; propose recovery actions and engage residents and families.
• Maintain professionalism, confidentiality, and HIPAA compliance while supporting performance improvement initiatives.

Skills

Communication skills

Interpersonal skills

Organizational skills

Customer service

Microsoft Office

EMR experience

Education

High school diploma or equivalent

Tools

EMR software

Job description

Location: [Specify Location]

Job Type: [Full-Time/Part-Time]

Department: Administration

Reports To: Executive Director

FLSA Status: Non-Exempt

About Avardis and Who We Are:

OUR VISION

We strive to be the leading provider of compassionate, comprehensive care that supports the physical, mental, and emotional well-being of patients, while also promoting respect and autonomy. Our goal is to create an environment where patients thrive, not just survive - where every aspect of their well-being is nurtured, from health and safety to social connections and quality of life.

Innovative Solutions for Better Health

As part of our commitment to excellence, Avardis leverages the latest in healthcare technology to provide better outcomes for older adults. From telemedicine services and remote health monitoring to advanced diagnostic tools and customized wellness programs, we use innovation to make patient care accessible, efficient, and effective.

We also embrace new treatments, therapies, and approaches that can improve quality of life, whether it's through pain management, physical rehabilitation, or mental health support. By staying at the forefront of healthcare trends and continuously evolving our services, we ensure that patients receive the best possible care.

About the Role:

Looking for a qualified Customer Experience & Admissions Coordinator to join our team!

Are you passionate about creating a welcoming, service-focused experience for residents, families, visitors, and referral partners? Join Avardis Health as a Customer Experience & Admissions Coordinator, where you will help support admission readiness, resident and family satisfaction, reputation management, post-discharge engagement, and a culture of hospitality throughout the facility.

The Customer Experience & Admissions Coordinator is responsible for enhancing resident, family, and referral source satisfaction through exceptional customer service, admission readiness, reputation management, room readiness, and post-discharge engagement. This role serves as the facility champion for resident experience initiatives, Google reputation management, and service excellence while ensuring compliance with Avardis Health standards.

Major Responsibilities

• Champion a positive resident, family, visitor, and referral source experience throughout the facility.
• Support admissions by welcoming new residents and families, assisting with orientation, completing required documentation, and helping ensure a smooth transition into the facility.
• Coordinate room readiness for admissions by partnering with Nursing, Housekeeping, Maintenance, Laundry, Dietary, and Admissions teams to ensure rooms are clean, prepared, stocked, and resident-centered.
• Serve as the facility Google Champion by supporting ethical review initiatives, monitoring online reputation trends, sharing positive feedback, and partnering with leaders on service improvement opportunities.
• Complete post-discharge follow-up within 72 hours, document outcomes, identify concerns or service gaps, and elevate issues requiring leadership attention.
• Monitor facility presentation, service standards, and customer satisfaction trends; recommend service recovery actions and support resident, family, and community engagement activities.
• Maintain professionalism, confidentiality, compassion, and service excellence while supporting Avardis Health standards, HIPAA requirements, and performance improvement initiatives.

Minimum Qualifications

• High school diploma or equivalent required.
• Healthcare, customer service, admissions, business development, social services, or hospitality experience preferred.
• Excellent communication and interpersonal skills.
• Strong organizational and customer service skills.
• Proficiency with Microsoft Office and electronic medical records preferred.
• Ability to interact effectively with residents, families, staff, physicians, and community partners.

Performance Indicators

Success in this position will be measured by:

• Admission paperwork compliance.
• Room Readiness compliance scores.
• Admission satisfaction outcomes.
• Google review participation and rating improvement.
• Post-discharge call completion within 72 hours.
• Resident and family satisfaction survey results.
• Service recovery effectiveness.
• Referral source satisfaction.
• Customer complaint resolution and trend reduction.

Why Join Us?

• Competitive pay: Competitive pay, holiday pay, and paid time off program.
• Innovative Purchasing Program: Buy thousands of products, including technology, furniture, and clothing, and pay overtime with zero interest, no credit check, and no hidden fees.
• Access to online learning 24/7: Our Learning Management System offers more than 1,500 courses for the senior care, health, and human services industry, including Microsoft Office and leadership content.
• Phone and auto discounts: Receive discounts on employee personal wireless accounts and auto rentals through designated vendors.
• Employee Assistance Fund: Confidential support may be available during unexpected catastrophic situations.
• Advocacy and community impact: Join an organization committed to improving the health and lives of older adults and the communities we serve.

Join us in creating a future where every patient is empowered to live their best life, with the support and care they deserve.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.