Director of Guest Relations

Aperion Care; Park Forest (IL); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Director of Guest Relations to bridge the gap between residents, families, and staff. In this pivotal role, you will ensure that residents and their families receive exceptional service, addressing concerns and providing thorough orientation to the facility. Your responsibilities will include welcoming new residents, conducting satisfaction surveys, and managing discharge follow-ups to ensure a smooth transition home. This role requires excellent interpersonal skills and a compassionate approach to care, making it an ideal opportunity for someone passionate about enhancing the resident experience in a supportive healthcare environment.

Qualifications

• Bachelor's degree in nursing or healthcare required.
• Experience in the healthcare industry is essential.

Responsibilities

• Ensure residents and families receive excellent customer service.
• Conduct follow-ups with families and residents post-discharge.
• Assist with admission contracts and review facility policies.

Skills

Interpersonal Skills

Compassion

Communication Skills

Education

Bachelor’s degree in nursing

Bachelor’s degree in health care

Bachelor’s degree in a related field

Job description

Director of Guest Relations

SUMMARY: The Director of Patient Relations serves as the intermediary between residents, families, staff, and visitors. The primary goal of the director is to ensure that the residents and their families receive the best customer service experience by eliminating concerns, answering questions, and providing immediate orientation to the facility and its staff members.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Meeting and greeting new residents and their families. Provide a tour of the facility and familiarize them with each department.
• Make sure room has been set up, cleaned, equipped with any assistive devices, and welcome basket in place, prior to the admission.
• Complete 72-hour surveys; follow up with the families/residents to ensure they are satisfied and address any questions/concerns, forwarding them to the appropriate department.
• Follow up with families when a resident is discharged to the hospital.
• Manage discharge follow-up. At the end of each week, follow up with all of the previous week's discharges to ensure that their return home was successful and conduct a post-discharge survey.
• Assist with admission contracts as needed. Review facility policy and procedures and the resident handbook.
• Review the activities and assist dietary with obtaining the residents' likes/dislikes.
• The patient relations director interacts with the patient and her family on a regular basis.

QUALIFICATIONS:

• Bachelor’s degree in nursing, health care or a related field.
• Experience in the healthcare industry.
• Excellent interpersonal skills and compassion.
• Must be able to read, write, speak, and understand the English language.

PHYSICAL DEMANDS: The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to move intermittently throughout the workday.
• Must be able to speak and write the English language in an understandable manner.
• Must be able to cope with the mental and emotional stress of the position.
• Must function independently, have flexibility, personal integrity, and the ability to work effectively with residents, personnel, and support agencies.
• Must be able to push, pull, move, and/or lift a minimum of 25 pounds to a minimum height of 5 feet and be able to push, pull, move, and/or carry such weight a minimum of 50 feet.
• May be necessary to assist in the evacuation of residents during emergency situations.