Customer Service Specialist (Admissions Concierge)

otterbein; Gahanna (OH); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Health & Wellness

Medical Insurance

Vision & Dental

Job summary

Otterbein SeniorLife is seeking an Admissions Concierge to partner with facility teams in delivering outstanding experiences for elders and their families from admission through stay. You will help coordinate tours, gather information, and ensure room readiness while supporting the admission process.

The role requires 1–3 years in customer service; healthcare experience is a plus, with strong communication and multitasking skills to manage resident transitions and referrals.

Qualifications

• 1–3 years of customer service experience; healthcare setting a plus.
• High School diploma or GED required; associate or bachelor’s degree preferred.
• Strong prioritization and multitasking abilities; ability to build relationships with elders, families, and staff.

Responsibilities

• Provide extraordinary customer service to elders and families throughout their stay.
• Collaborate with facility teams to facilitate admissions and address barriers.
• Develop relationships with internal and external partners to grow referrals.
• Support elder admissions processes and ensure smooth information flow between departments.
• Provide tours and information to prospective elders and families.

Skills

Customer service

Communication

Multitasking

Relationship building

Education

High School diploma/GED

Associates or Bachelors preferred

Tools

CRM software

Job description

At Otterbein, you are not an \"employee.\" You are a partner in caring because we are all partners working together for a goal. We believe in person-centered care that honors the residents and the choices they make. Otterbein partners are dedicated to providing the highest level of compassionate, and quality care. Join our team of Partners who are talented, kind, wise, funny, spirited, generous, endearing, and so much more.

Overview:

The Otterbein SeniorLife Customer Service Specialist (Admissions Concierge) will work with the facility team to insure a outstanding experience for all elders and their families during their short or long term stay at our industry leading Greenhouse model of care.

Key Responsibilities:

• Provide extraordinary customer service to all incoming elders and families and ongoing throughout the elders stay
• Collaborate with internal departments to facilitate smooth / successful Admissions and communicate current needs or barriers to address
• Develop and maintain strong relationships with all internal and external customers to yield an increased share of satisfied patient referrals from targeted referral partners
• Act as key support to elder and team through the internal admission process.
• Facilitate flow of information regarding new admissions and census changes between departments.
• Provide tours and information, as needed to prospective Elders and Rehab Guests and their families.
• Ensure \"Room readiness\" for admissions - manage First Impressions; create welcome package
• Responsible for collecting initial payment at the facility from new or transitioning Elders / families.
• Order supplies and specialized equipment as needed to facilitate new Admissions and ensure returns are done
• Facilitate the gathering of report information for long-term new Admissions
• Ensure completion of Patient Inventory assessment

Education:

High School diploma/GED required. Prefer Associates or Bachelors Degree

Experience and Qualifications:

• Prefer 1-3 years of related work experience in customer service; significant plus if experience in Long Term Care or other Healthcare Setting
• Critical thinking skills
• Must be able to prioritize/multi task
• Good at building relationships

BENEFITS*

• Health & Wellness
• Medical Insurance with free virtual doctor visits
• Vision & Dental Insurance
• Pet Insurance
• Life Insurance
• Employee Assistance Program (EAP) for personal and professional support
• Financial Security
• 401(k) Retirement Savings Plan with company match
• Paid Time Off (PTO) that accrues immediately from day one
• Paid Holidays for a healthy work-life balance
• Access to DailyPay, enabling you to access up to 100% of your earned wages on a daily basis
• Tuition Reimbursement up to $5,250 per year for ANY field of study
• Tuition Discounts through exclusive partnerships with the University of Cincinnati, University of Toledo, and Hondros College
• Employee-Sponsored Crisis Fund available for those facing unforeseen challenges
• Legal & Identity Theft Protection
• Growth & Development
• University Partnerships with University of Cincinnati, University of Toledo , and Hondros College for exclusive tuition discounts
• Multiple Partner Discounts available for various products and services through Access Perks
• Access to 1,000s of hours of personal and professional development material through RightNow Media @ Work
• *Some benefits, including PTO and tuition reimbursement, are based on hours worked.

Why work for Otterbein SeniorLife:

For more than 100 years, Otterbein has provided senior housing options rooted in respect and community. We're a non-profit 501(c)(3) health and human service organization, so our values and initiatives are focused on serving our residents.

Otterbein SeniorLife consists of lifestyle communities, revolutionary small house neighborhoods, home health, and hospice care in Ohio, Michigan and Indiana. We offer different lifestyle options for seniors through independent living, assisted living, skilled nursing, rehab, memory support, respite care, in-home care, and hospice services.