Director of Customer Experience

Paradigm at Creekside; Mifflin Township (OH); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Paid time off

Professional development assistance

Vision insurance

Job summary

Paradigm at Creekside in Ohio is seeking a Director of Customer Experience to lead guest satisfaction and manage resident-family interactions. This role emphasizes empathetic service, coordination with the management team, and delivering actionable insights to improve operational effectiveness.

The position is full-time, in-person, with day shifts, and involves direct interaction with residents, families, and staff to ensure a positive experience across all touchpoints.

Qualifications

• High school diploma or GED required; college/hospitality degree preferred.
• Experience in hospitality or guest services is valued.
• Strong communication and computer literacy are essential.

Responsibilities

• Monitor guest experience and report actionable improvements.
• Coordinate with family and residents to facilitate tours and admissions.
• Address resident and family concerns with timely follow-up.
• Prepare data for facility marketing meetings and reports.
• Serve as liaison between clients and facility management.
• Ensure smooth admissions transitions and proper EMR documentation.
• Provide exemplary service and promote the facility’s care program.

Skills

Guest relations

Communication

Leadership

Problem solving

Empathy

Team coordination

Education

High school diploma or GED

College degree or hospitality degree preferred

Tools

Microsoft Outlook

Microsoft Office

Internet

Job description

Job Details

Job Location: Paradigm at Creekside - Gahanna, OH 43230

Position Type: Full Time

Job Shift: Day

Schedule: M-F 11AM-7PM

Creekside Care Center is a Long-Term Care Skilled Nursing facility seeking a compassionate individual who loves engaging with families and residents to be our Director of Customer Experience!

Summary/Objective

In keeping with our organization’s goals, the primary purpose of the Director of Customer Experience is to monitor all aspects of the guest experience and provide actionable information to facility management regarding enhancements to the overall operational effectiveness of the facility.

The Director of Customer Experience will have direct interaction with residents, family members, and guests and gather feedback through the customer survey system as well through direct communication. The Director of Customer Experience will also be involved in responding to and resolving guest issues as well as directing and communicating with facility management to assign members of the management team to address and resolve issues.

Job Duties

• Manage and coordinate referral information, including complete clinical and financial information, and ensure it is properly gathered and placed in the correct locations that is necessary for timely referral review to occur
• Manage, coordinate, and prepare for the arrival of new residents
• Manage room appearance standards to ensure great first impressions for all new arrivals (safety checks, bedding, cleanliness, welcome book, welcome/departure gift, etc.)
• Greet/orientate all new residents and their families to the amenities and services of the facility
• Serve as liaison between clients and facility to facilitate tours, admission consents and to address any specific requests or concerns
• Resolve resident and family concern issues immediately and develop follow up strategies to ensure resident satisfaction
• Follow-up with each short-term residents daily (when possible) and family members/responsible parties weekly or as directed and required
• Conduct professional tours utilizing the facility’s clinical personnel as assistance in gaining family commitment to admit to the facility
• Ensure a smooth transition is achieved for all admitting residents
• Effectively communicate with facility personnel to provide updates regarding expected admissions and needs in order to ensure proper admission
• Prepare reports as requested; Facilitate and prepare data for all facility marketing meetings
• Interact with residents, families, and others with a calm and empathetic demeanor to administer the best resolution possible depending on the circumstances
• Provide excellent service, setting an example and becoming a champion of the facility’s service program to increase residents’ and family members’ willingness to recommend the facility to others.
• Coordinates that all transportation services and managed through approved vendors and that services are consistent with companies’ expectation of timely, reliable, and safe.
• Ensures that clinical documentation is scanned into the EMR in an appropriate timeframe and as directed
• Provide complaint/grievance reports to the Administrator as required or as may be necessary

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location

In person

QualificationsRequired Education and Experience

• High school diploma or GED (college degree or hospitality degree preferred)
• Computer literacy skills (Microsoft Outlook, Microsoft Office, Internet) required
• 2 years of professional experience in (a) similar position(s) with strong emphasis on hospitality industry

Required Skills

• Express genuine care for and interest in elderly and others who need services at the facility
• Ability to comply with the residents’ rights and employee responsibilities
• Excellent written and verbal communication skills, judgment, and foresight
• Demonstrate leadership, organizational skills, and ability to maintain a positive and professional attitude; self-motivated and self-directed
• Possess the ability to work well under pressure, meet deadlines, and handle multiple tasks simultaneously
• Display attention to detail
• Interact with residents, families, and the community in a professional manner
• Possess the ability to engage in active listening (giving full attention to those speaking), critical thinking (using logic and reasoning to identify strengths/weaknesses of alternative solutions), and active learning (understanding implications of new information during problem-solving situations)